Technology news and insights in the Middle East, South Asia, and Africa
Technology News and insights in the Middle East, South Asia, and Africa
Saudi Arabia’s telecom sector is evolving from price and infrastructure competition to a customer experience-driven model. A New Metrics survey reveals STC’s strong market lead, but also highlights service quality, fair pricing, and trust as the key loyalty drivers. Digital adoption is strong, yet branches remain vital, underscoring the need for seamless hybrid experiences.
Saudi Arabia’s telecom providers are shifting their focus from infrastructure and pricing to customer experience. A New Metrics survey shows service quality, reliability, and trust as key loyalty drivers, while poor coverage and pricing trigger churn. Seamless integration of digital and physical channels will define future market leadership.
Zain Bahrain introduces ‘Signature,’ an exclusive club for premium customers offering personalized support, priority service, and early access to devices. The initiative highlights Zain’s commitment to enhancing customer value and delivering superior experiences.
Jazeera Airways has launched a cutting-edge Customer Experience platform with LitmusWorld following its PSS upgrade, enhancing real-time passenger feedback and service personalization. This digital initiative, alongside an AI chatbot in partnership with TCS, signals Jazeera’s commitment to transforming the travel experience.
JoAcademy partners with Truecaller to deliver trusted, Arabic-localized communication for students and parents, enhancing clarity and engagement in digital learning. The integration features verified branding, call reasons, video caller ID, and callback options to foster stronger connections.
Jazeera Airways has launched the first phase of LitmusWorld’s CX platform, enhancing passenger engagement through real-time feedback and a digital NPS system. Coupled with infrastructure modernization and an AI chatbot, this initiative underscores the airline’s commitment to a personalized, seamless travel experience.
Zain KSA has finalized preparations for Hajj 1446H with an AI-driven 5G network and expanded field teams, including 50% women representatives. Enhanced multilingual support, increased points of sale, and 24/7 booths ensure pilgrims receive seamless connectivity and assistance across all holy sites.
The Oman CX Forum 2025, held at St. Regis Al Mouj Muscat, will unite over 250 industry leaders to explore customer experience innovations. Featuring expert talks and the Oman CX Awards, the event focuses on AI, personalization, and loyalty strategies to help Omani businesses thrive in a competitive digital market.
Batelco and City Centre Bahrain have signed a strategic MoU to jointly develop initiatives enhancing customer experiences in connectivity, shopping, dining, and entertainment. The partnership will deliver tailored offers and value-added services aimed at improving accessibility and supporting Bahrain’s tourism growth, creating engaging experiences for local and tourist visitors alike.
e& Enterprise and Infobip have launched the Customer Engagement Hub in Saudi Arabia and the UAE, combining both companies’ expertise in data systems and chatbots. The platform allows businesses to deliver personalized marketing and optimize customer engagement through centralized data management and access to multiple communication channels.