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Download the Middle East CX State of the Market 2021 Report now

Who did we survey?

The Customer Experience Live 2021 Survey captured the pulse of 50 CX executives from Middle East’s foremost brands and companies.


Their insights have allowed us to see more clearly what the biggest trends and challenges regarding CX will be in the near future, particularly in the ME market context.

Through their insights, you can benchmark your own CX strategy for 2021, and anticipate future challenges and opportunities that will need to be managed with a proactive approach to finding solutions that are the right fit for your company. 


Key Insights For 2021:


Companies cite a clear focus on workforce management, balancing tech and employee experience, culture, and change management


Companies cite increased drive towards digital transformation implementing or expanding AI, chatbots, analytics, cloud capabilities


Companies cite data & analytics as central to CX – leveraging data analytics to analyse feedback responses and drive insightful decisions


Companies will be re-evaluating VOC, survey and CX platforms in 2021


Executives understand the short-term financial measure is not the most important consideration for CX success.

Download the 44-page report for a more in-depth review.

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