Technology news and insights in the Middle East, South Asia, and Africa
Technology News and insights in the Middle East, South Asia, and Africa
The partnership reflects broader industry trends toward verified communications and identity-based engagement models as enterprises seek to improve customer experience while addressing rising risks associated with fraud and unsolicited communications.
EY has launched Studio+ across Mena, bringing together regional and global expertise in design, technology, and customer experience. The new offering helps organisations deliver end-to-end, AI-powered transformation, with a focus on measurable impact. The launch in Riyadh also saw EY sign an MoU with stc to drive ecosystem-led innovation.
E-commerce has shifted power from sellers to consumers in Bangladesh by eliminating information gaps and enforcing transparency. Online price comparisons, reviews, and service expectations are reshaping both digital and physical retail, making trust and customer service essential for long-term competitiveness.
Valu has partnered with Tactful AI to enhance customer experience through unified omnichannel engagement, AI-driven automation, and advanced insights. The collaboration supports faster, more personalized interactions across digital touchpoints while showcasing the growing strength of Egypt’s homegrown fintech and AI ecosystem.
Ooredoo Qatar has expanded its AI assistant Obot to retail customers and multiple social platforms, introducing a GPT-powered avatar with real-time voice and omnichannel continuity. Built on Azure AI and Dynamics 365, Obot delivers personalized, human-like support and reflects Ooredoo’s strategy to create a unified, trustworthy AI companion across all customer touchpoints.
Etihad Salam and Quality Business Solutions have joined forces to launch Salam CX, an Arabic-first AI customer experience platform that combines advanced NLP and AI to deliver culturally relevant, intelligent, and compliant customer engagement solutions across the Middle East.
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.