Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Richard Roberts
Adviser and Consultant
18
EXECUTIVE MEMBER
Selin İcer
Quality - Training & Academy Director
29
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13

Industry Research : 96% of GCC Businesses Rank Customer Experience as Priority in 2020

#contactcenterworld, @SAP

Customer experience will be a top GCC business priority in 2020, agreed upon by 96 percent of the region’s IT decision-makers, according to a new YouGov survey launched today at GITEX Technology Week.

In the YouGov survey of 304 GCC IT decision-makers, 80 percent ranked customer experience as "very important," and 16 percent as "somewhat important." The GCC’s customer experience push supports business goals: sales and revenue (42 percent), bottom line (22 percent), and traffic leads (14 percent).

"The finding that nearly all GCC organizations surveyed are prioritizing customer experience demonstrates that 2020 is the year when all aspects of customer interaction become critically important for business success," argues Gergi Abboud, Senior Vice President and General Manager, SAP Middle East South. "GCC organizations that optimize customer experiences can design products based on customers’ needs, better predict demand and enhance procurement, and deliver products and services that can maximize customer happiness."

While most respondents successfully collect customer feedback across all touchpoints (52 percent), and optimize customer experiences (66 percent), there is room for improvement. A little less than half of organizations value a mix of direct communication, social media, surveys, and customer ratings and reviews.

"GCC organizations need to work with technology vendors to digitally transform and modernize their technology infrastructure to meet the demands of the Experience Economy," added Gergi Abboud. "Competitive organizations can interpret and analyse experience (x-data) and operational data (o-data) to improve the four core business experiences: customer, employee, product, and brand experiences."

Oman Oil and Orpic Group Leads Middle East South Customer Experience Innovation

Oman Oil and Orpic Group underwent a digital transformation project with a foundation of SAP CX solutions implemented across the Group. The solution offers the Group with an internal library of customer order history and a B2B customer portal.

"In order to support the Group’s global footprint and Oman’s economic growth, Oman Oil and Orpic Group needed differentiated solutions to transform its customer experiences " said Gilles Rochas, General Manager Polymer Marketing. "Our digital transformation with SAP has led to faster onboarding of customers, mobility for our sales staff with full visibility, and customers that can place orders on self-service portals. It has enabled an enhanced customer service, with agents now having full order history".

Abdul Latif Jameel Motors and alfanar Electric Division Drive Saudi CX Innovations

One of Saudi Arabia’s diversified businesses, Abdul Latif Jameel, rehauled its management processes and performance through a dedicated resource planning system, named JSAP. In April 2019, the program won the Gold Award for Business Transformation in the SAP Quality Awards.

Faisal Abdalla, Vice President of Abdul Latif Jameel Motors said: "ALJ is one of the GCC’s key businesses leading on digital transformation through JSAP, one of the world’s biggest SAP automotive implementations. Its success has seen internal performance and efficiency improved dramatically, reducing vehicle sales delivery lead times and customer order conversion times by over 50%, and ultimately maximising customer satisfaction."

The Saudi Arabia-based alfanar Electric Division, the electrical equipment and supplies arm of Alfanar Group, has digitally transformed with SAP with an emphasis on transforming customer experiences.

"As Saudi Arabia’s market continues to grow, alfanar Electric Division needed one digital platform to understand and act on our customer needs in real-time," said Jameel Khan, Manager SAP Center of Excellence, alfanar Co. Saudi Arabia. "By combining customer data with operational data, alfanar Electric Division can better service to our customers, enhance our electrical materials supply chain, and boost our sales and products. Ultimately, we can better support our growth and meet the Kingdom’s 2030 vision."

Employee Experiences Ranks Highly for GCC Organizations

Survey respondents are also bullish on enhancing employee experiences – with 88 percent ranking it as "important" for their 2020 business success, and 60 percent agreeing that they maintain a "high level" of employee engagement and feedback. Most GCC organizations plan to use performance reviews (55 percent), plus surveys (50 percent), social media (42 percent), and online employer ratings (31 percent).

#contactcenterworld, @SAP

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.zawya.com


About SAP:
Company LogoSAP is a business software company – with more than 100,000 employees at sales and development locations in more than 50 countries worldwide.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Keep Cost In Perspective

Read today's tip or listen to it on podcast.

Published: Monday, October 14, 2019

Printer Friendly Version Printer friendly version

2024 Buyers Guide Surveys

 
1.) 
Pointel

Survey360
Pointel Survey360 is a closed-loop feedback solution designed for business users to create and manage surveys. It is equipped with the ability to capture and analyze data in real-time.

Survey360 provides a competitive edge that improves our customers' business strategy with actionable intelligence. In addition to the details in the surveys themselves, Survey360 enables users to generate interactive reports on demand even without the hassle of coding to interpret their customers' feedback and translate survey results into improvement recommendations.
 

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 31813 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =