Businesses Better Match Pace as UAE Goes Tech Savvy

Brand loyalty in the UAE can be won through innovative engagement options

Tech savvy consumers in the UAE are more active on social media platforms that the global average according to findings of a new global report commissioned by BT and Avaya. The report also revealed that majority of these consumers will develop a higher loyalty to brands that are transforming their customer experience beyond the traditional call centre.

The research revealed that consumers in the UAE are among the most tech savvy in the world, regularly using a wide variety of different social media and communications platforms.

These tech-savvy consumers now expect businesses to keep up. As a minimum requirement; customers expect to be offered a variety of channels to communicate with organisations. They also want organisations to offer the technology they are most familiar with.

“Organisations have to align themselves with rapidly changing consumer expectations,” says Wael El Kabbany, Vice President, BT in Middle East and North Africa.“Convenience is now a top priority for consumers, and organisations need to recognise this. For the autonomous customer convenience means flexible, multichannel support whereby customers can communicate with an organisation using the channel which works best for them.”

“The private and public sector in the country is undergoing an immense transformation to map to the aspirations of its citizens, residents, and visitors, in keeping with the priorities envisioned by the leaders. Effective two-way or multiparty engagement between businesses and their stakeholders improves the overall business climate, and can be a huge driver towards improving the overall happiness of people,” said Savio Tovar Dias, Director for Sales Engineering, Avaya Global Growth Markets. “Customer loyalty is often said to be a thing of the past, but this research identifies a fantastic opportunity for businesses in the UAE to continue striving to win that elusive customer allegiance. Organisations should make sure they are doing enough to make customer support the most seamless and convenient process for their customers.”