Latest news with #CustomerExperienceLive
Saudi Gazette
4 days ago
- Business
- Saudi Gazette
Saudi Awwal Bank wins 'Best Innovation in Operational Excellence' at CX Live Show 2025
Saudi Awwal Bank (SAB), one of the leading banks in the Kingdom of Saudi Arabia, has been awarded 'Best Innovation in Operational Excellence' at the Operational Excellence Awards Middle East 2025, part of the Customer Experience Live Show in Dubai. The recognition was announced during the awards ceremony on Tuesday, May 13, which celebrates organizations driving meaningful transformation in operational excellence across the Middle East. The award highlights SAB's exceptional progress in enhancing operational performance through its flagship Ops2.0 Transformation Programme. This transformation initiative has played a pivotal role in standardizing and digitizing end-to-end processes, enhancing employee capabilities, improving ways of working, and embedding data-driven decision-making to elevate daily performance. A panel of esteemed industry judges selected SAB based on comprehensive criteria that evaluated excellence in service delivery, innovation in operational processes, operational risk and control practices, and overall transformation impact. Ghada Al Jarbou, Chief Operating Officer at SAB, commented: 'This achievement reflects our transformational leadership in operations and the impact of this transformation journey in shaping leaner, faster, de-risked, and future ready operations.' She added: 'Through the Ops2.0 programme, we have not only enhanced operational efficiency but also laid the foundation for scalable, data-driven growth that aligns with our broader ambition to lead in innovative banking.'Ayusha Tyagi, Managing Director at Customer Experience Live, said: 'With a very transparent and well-complemented system, the CX Live industry awards are much awaited by stakeholder organizations. Operational Excellence isn't just an upgrade in tools — it's a philosophical shift in how organizations approach efficiency and experience. The future belongs to companies that can fuse intelligence with intention.'SAB continues to advance its transformation strategy by driving innovation, empowering teams, and delivering operational excellence, all of which translate into tangible value for customers and the broader financial ecosystem, in alignment with Vision 2030.
Khaleej Times
20-05-2025
- Business
- Khaleej Times
89% of organisations are investing in both AI-powered experiences and predictive analytics
A staggering 89% of organizations are investing in both AI-powered experiences and predictive analytics, highlighting an unprecedented leap toward proactive, self-directed customer engagement strategies, a report showed. The newly released Customer Experience Live Intelligence Report 2025 outlines how enterprises are leveraging intelligent systems to not just automate, but think, act, and adapt independently. Agentic AI, in particular, is gaining traction — these autonomous systems are designed to independently assess, decide, and respond to customer needs in real-time, redefining the very foundation of service delivery. This transition is empowering businesses to move from reactive service models to predictive, hyper-personalised engagement — while freeing human agents to focus on complex, high-value interactions. 'This isn't just an upgrade in tools — it's a philosophical shift in how organisations approach customer experience,' said Ayusha Tyagi, Managing Director, Customer Experience Live. 'AI and Agentic AI are allowing brands to deliver human-like support at scale, while creating space for empathy, creativity, and more strategic CX design. The future belongs to companies that can fuse intelligence with intention.' In a region undergoing a digital renaissance, AI — and more critically, AI-powered experiences and Agentic AI — have emerged as the defining force behind customer experience transformation. This paradigm shift took center stage at the Customer Experience Live Show Middle East 2025, the region's most prestigious CX leadership gathering. In a bid to deliver intelligent, intuitive, and immersive experiences, organisations across the Middle East are aligning their technology investments with customer-centric strategies. The report reveals that 59% of companies are deploying AI agents to enhance responsiveness and automate interactions, while 83% are prioritising operational excellence as a critical driver of CX transformation. At the same time, 69% of businesses are focusing on improving customer engagement and satisfaction, reaffirming that strong relationships are central to long-term success. Additionally, 56% are investing in outsourcing CX support and services, aiming to scale service delivery and improve efficiency. As 81% of organisations are actively pursuing increased customer satisfaction and retention to remain competitive, it is evident that customer experience is no longer confined to a single department — it has become a strategic business imperative. 'The future of CX is here: AI and Agentic AI are combining the power of automation with human insight to deliver experiences that are not just personalised—but predictive, proactive, and powerful,' noted Sanjay Gupta, VP Sales, South Asia & Middle East, NICE. This year's edition also brought together influential voices and decision-makers from companies such as Al Futtaim Group, Bank Muscat, Dubai Electricity and Water Authority (DEWA), Etihad Airways, NEOM, The Coca-Cola Company, Unilever, and Zurich among others. Held in Dubai on 13-14 May 2025, the event further celebrated innovation through the Customer Experience Live Awards, honouring leading organisations transforming their customer journeys through data, design, and digital intelligence. This year's winners included Saudi Ports Authority 'Mawani', Aster DM Healthcare, Abu Dhabi Islamic Bank (ADIB), Saudi EXIM Bank, NICE, Oman Data Park, Tawuniya, Tasleem Metering & Payment Collection, Dammam Airports Company, EHS, Octopus Outsourcing, NEOM Operations, Dubai National Insurance, Medcare Hospital & Medical Centres, Saudi Awwal Bank, Fitness First MENA, Silah Gulf, Sprinklr, Verint, and Qatar Airways Group. The event was co-presented by NICE and e& enterprise, with Sprinklr joining as Spotlight Partner, each bringing deep expertise and innovation to the forefront of customer experience transformation. This year's edition was further enriched by co-located shows — the AI Experience Show, Digital Excellence Show, and Contact Centre Show Middle East 2025 — offering attendees a 360-degree view of the technologies, trends, and strategies shaping the future of customer experience. Other distinguished sponsors included Cisco, AWS, Verint, Ipsos, Qualtrics, Sydr Systems by SITE, Sideways 6, Exotel, Locobuzz, Kanari, Konnect Insights, Robosoft Technologies, Silah Gulf, intella, Hamsa, November Five, Calabrio, 2Ring, Answered by Aramex, and NovelVox. Strategic partners for the event were the International Customer Experience Institute and Bpo Search, with media partners being Customer Data Platform Institute, ACN Newswire, Call Centre Helper, CrmXchange, siliconindia, CIOReview, AI Tools Network, Financial Service Review, Conference Alerts, Applied Technology Review, The European Business Review, CIO Outlook, AIPressRoom, OnestopNDT, Worldoils, and Energy Business Review.
Tahawul Tech
16-05-2025
- Business
- Tahawul Tech
AI takes centre stage at Customer Experience Live Show Middle East 2025
In a region undergoing a digital renaissance, AI — and more critically, AI-powered experiences and Agentic AI — have emerged as the defining force behind customer experience transformation. This paradigm shift took centre stage at the Customer Experience Live Show Middle East 2025, the region's most prestigious CX leadership gathering, where the newly released Customer Experience Live Intelligence Report 2025 outlined how enterprises are leveraging intelligent systems to not just automate, but think, act, and adapt independently. According to the report, a staggering 89% of organisations are investing in both AI-powered experiences and predictive analytics, highlighting an unprecedented leap toward proactive, self-directed customer engagement strategies. Agentic AI, in particular, is gaining traction — these autonomous systems are designed to independently assess, decide, and respond to customer needs in real-time, redefining the very foundation of service delivery. This transition is empowering businesses to move from reactive service models to predictive, hyper-personalised engagement — while freeing human agents to focus on complex, high-value interactions. 'This isn't just an upgrade in tools — it's a philosophical shift in how organisations approach customer experience,' said Ayusha Tyagi, Managing Director, Customer Experience Live. 'AI and Agentic AI are allowing brands to deliver human-like support at scale, while creating space for empathy, creativity, and more strategic CX design. The future belongs to companies that can fuse intelligence with intention.' In a bid to deliver intelligent, intuitive, and immersive experiences, organisations across the Middle East are aligning their technology investments with customer-centric strategies. The report reveals that 59% of companies are deploying AI agents to enhance responsiveness and automate interactions, while 83% are prioritising operational excellence as a critical driver of CX transformation. At the same time, 69% of businesses are focusing on improving customer engagement and satisfaction, reaffirming that strong relationships are central to long-term success. Additionally, 56% are investing in outsourcing CX support and services, aiming to scale service delivery and improve efficiency. As 81% of organisations are actively pursuing increased customer satisfaction and retention to remain competitive, it is evident that customer experience is no longer confined to a single department — it has become a strategic business imperative. 'The future of CX is here: AI and Agentic AI are combining the power of automation with human insight to deliver experiences that are not just personalised—but predictive, proactive, and powerful', noted Sanjay Gupta, VP Sales, South Asia & Middle East, NICE. This year's edition also brought together influential voices and decision-makers from companies such as Al Futtaim Group, Bank Muscat, Dubai Electricity and Water Authority (DEWA), Etihad Airways, NEOM, The Coca-Cola Company, Unilever, and Zurich among others. Held at the JW Marriott Hotel Dubai Marina on 13-14 May 2025, the event further celebrated innovation through the Customer Experience Live Awards, honouring leading organisations transforming their customer journeys through data, design, and digital intelligence. This year's winners included Saudi Ports Authority 'Mawani', Aster DM Healthcare, Abu Dhabi Islamic Bank (ADIB), Saudi EXIM Bank, NICE, Oman Data Park, Tawuniya, Tasleem Metering & Payment Collection, Dammam Airports Company, EHS, Octopus Outsourcing, NEOM Operations, Dubai National Insurance, Medcare Hospital & Medical Centres, Saudi Awwal Bank, Fitness First MENA, Silah Gulf, Sprinklr, Verint, and Qatar Airways Group. The event was co-presented by NICE and e& enterprise, with Sprinklr joining as Spotlight Partner, each bringing deep expertise and innovation to the forefront of customer experience transformation. This year's edition was further enriched by co-located shows — the AI Experience Show, Digital Excellence Show, and Contact Centre Show Middle East 2025 — offering attendees a 360-degree view of the technologies, trends, and strategies shaping the future of customer experience. Other distinguished sponsors included Cisco, AWS, Verint, Ipsos, Qualtrics, Sydr Systems by SITE, Sideways 6, Exotel, Locobuzz, Kanari, Konnect Insights, Robosoft Technologies, Silah Gulf, intella, Hamsa, November Five, Calabrio, 2Ring, Answered by Aramex, and NovelVox. Strategic partners for the event were the International Customer Experience Institute and Bpo Search, with media partners being Customer Data Platform Institute, ACN Newswire, Call Centre Helper, CrmXchange, siliconindia, CIOReview, AI Tools Network, Financial Service Review, Conference Alerts, Applied Technology Review, The European Business Review, CIO Outlook, AIPressRoom, OnestopNDT, Worldoils, and Energy Business Review. To download the Customer Experience Live Intelligence Report 2025 or learn more about the event, visit: Image Credit: The Customer Experience Live Show Middle East 2025
Zawya
16-05-2025
- Business
- Zawya
AI and Agentic AI take center stage as Customer Experience Live Show Middle East 2025 Charts the future of CX in the region
Customer Experience Live Intelligence Report 2025 reveals 89% of organizations are investing in AI-powered experiences and predictive analytics as companies move from reactive service to intelligent, adaptive engagement. Dubai, UAE – In a region undergoing a digital renaissance, AI — and more critically, AI-powered experiences and Agentic AI — have emerged as the defining force behind customer experience transformation. This paradigm shift took center stage at the Customer Experience Live Show Middle East 2025, the region's most prestigious CX leadership gathering, where the newly released Customer Experience Live Intelligence Report 2025 outlined how enterprises are leveraging intelligent systems to not just automate, but think, act, and adapt independently. According to the report, a staggering 89% of organizations are investing in both AI-powered experiences and predictive analytics, highlighting an unprecedented leap toward proactive, self-directed customer engagement strategies. Agentic AI, in particular, is gaining traction — these autonomous systems are designed to independently assess, decide, and respond to customer needs in real-time, redefining the very foundation of service delivery. This transition is empowering businesses to move from reactive service models to predictive, hyper-personalised engagement — while freeing human agents to focus on complex, high-value interactions. 'This isn't just an upgrade in tools — it's a philosophical shift in how organisations approach customer experience,' said Ayusha Tyagi, Managing Director, Customer Experience Live. 'AI and Agentic AI are allowing brands to deliver human-like support at scale, while creating space for empathy, creativity, and more strategic CX design. The future belongs to companies that can fuse intelligence with intention.' In a bid to deliver intelligent, intuitive, and immersive experiences, organisations across the Middle East are aligning their technology investments with customer-centric strategies. The report reveals that 59% of companies are deploying AI agents to enhance responsiveness and automate interactions, while 83% are prioritising operational excellence as a critical driver of CX transformation. At the same time, 69% of businesses are focusing on improving customer engagement and satisfaction, reaffirming that strong relationships are central to long-term success. Additionally, 56% are investing in outsourcing CX support and services, aiming to scale service delivery and improve efficiency. As 81% of organisations are actively pursuing increased customer satisfaction and retention to remain competitive, it is evident that customer experience is no longer confined to a single department — it has become a strategic business imperative. 'The future of CX is here: AI and Agentic AI are combining the power of automation with human insight to deliver experiences that are not just personalised—but predictive, proactive, and powerful,' noted Sanjay Gupta, VP Sales, South Asia & Middle East, NICE. This year's edition also brought together influential voices and decision-makers from companies such as Al Futtaim Group, Bank Muscat, Dubai Electricity and Water Authority (DEWA), Etihad Airways, NEOM, The Coca-Cola Company, Unilever, and Zurich among others. Held at the JW Marriott Hotel Dubai Marina on 13-14 May 2025, the event further celebrated innovation through the Customer Experience Live Awards, honouring leading organisations transforming their customer journeys through data, design, and digital intelligence. This year's winners included Saudi Ports Authority 'Mawani', Aster DM Healthcare, Abu Dhabi Islamic Bank (ADIB), Saudi EXIM Bank, NICE, Oman Data Park, Tawuniya, Tasleem Metering & Payment Collection, Dammam Airports Company, EHS, Octopus Outsourcing, NEOM Operations, Dubai National Insurance, Medcare Hospital & Medical Centres, Saudi Awwal Bank, Fitness First MENA, Silah Gulf, Sprinklr, Verint, and Qatar Airways Group. The event was co-presented by NICE and e& enterprise, with Sprinklr joining as Spotlight Partner, each bringing deep expertise and innovation to the forefront of customer experience transformation. This year's edition was further enriched by co-located shows — the AI Experience Show, Digital Excellence Show, and Contact Centre Show Middle East 2025 — offering attendees a 360-degree view of the technologies, trends, and strategies shaping the future of customer experience. Other distinguished sponsors included Cisco, AWS, Verint, Ipsos, Qualtrics, Sydr Systems by SITE, Sideways 6, Exotel, Locobuzz, Kanari, Konnect Insights, Robosoft Technologies, Silah Gulf, intella, Hamsa, November Five, Calabrio, 2Ring, Answered by Aramex, and NovelVox. Strategic partners for the event were the International Customer Experience Institute and Bpo Search, with media partners being Customer Data Platform Institute, ACN Newswire, Call Centre Helper, CrmXchange, siliconindia, CIOReview, AI Tools Network, Financial Service Review, Conference Alerts, Applied Technology Review, The European Business Review, CIO Outlook, AIPressRoom, OnestopNDT, Worldoils, and Energy Business Review. About Customer Experience Live Customer Experience Live is a leading digital customer experience insights and research powerhouse in the EMEA and APAC regions. Committed to driving growth within organisations through rigorous research and insightful activations, the company plays a pivotal role in facilitating successful business ventures and fostering innovation in customer experience solutions. With a focus on understanding end-user needs and market dynamics, Customer Experience Live empowers top-level executives and solution providers to navigate the ever-changing landscape of customer experience. About Customer Experience Live Show Middle East Customer Experience Live Show Middle East is the region's most prestigious show designed for the top-tier CX suite. For 8 successful editions, this premier conference has empowered enterprises to enhance their customer experience strategies through insights on Omni AI experience, operational efficiency, VoC redesign, and proactive engagement. With a strong focus on positioning CX as a driver of business growth, the event brings together senior executives and industry experts to address evolving challenges and build long-term customer loyalty. Participate in the upcoming edition to gain actionable insights, connect with CX leaders, and benchmark against the very best in the field.
Channel Post MEA
15-05-2025
- Business
- Channel Post MEA
Customer Experience Live Show Middle East 2025 Charts the Future of CX in the Region
In a region undergoing a digital renaissance, AI — and more critically, AI-powered experiences and Agentic AI — have emerged as the defining force behind customer experience transformation. This paradigm shift took center stage at the Customer Experience Live Show Middle East 2025, the region's most prestigious CX leadership gathering, where the newly released Customer Experience Live Intelligence Report 2025 outlined how enterprises are leveraging intelligent systems to not just automate, but think, act, and adapt independently. According to the report, a staggering 89% of organizations are investing in both AI-powered experiences and predictive analytics, highlighting an unprecedented leap toward proactive, self-directed customer engagement strategies. Agentic AI, in particular, is gaining traction — these autonomous systems are designed to independently assess, decide, and respond to customer needs in real-time, redefining the very foundation of service delivery. This transition is empowering businesses to move from reactive service models to predictive, hyper-personalised engagement — while freeing human agents to focus on complex, high-value interactions. 'This isn't just an upgrade in tools — it's a philosophical shift in how organisations approach customer experience,' said Ayusha Tyagi, Managing Director, Customer Experience Live. 'AI and Agentic AI are allowing brands to deliver human-like support at scale, while creating space for empathy, creativity, and more strategic CX design. The future belongs to companies that can fuse intelligence with intention.' In a bid to deliver intelligent, intuitive, and immersive experiences, organisations across the Middle East are aligning their technology investments with customer-centric strategies. The report reveals that 59% of companies are deploying AI agents to enhance responsiveness and automate interactions, while 83% are prioritising operational excellence as a critical driver of CX transformation. At the same time, 69% of businesses are focusing on improving customer engagement and satisfaction, reaffirming that strong relationships are central to long-term success. Additionally, 56% are investing in outsourcing CX support and services, aiming to scale service delivery and improve efficiency. As 81% of organisations are actively pursuing increased customer satisfaction and retention to remain competitive, it is evident that customer experience is no longer confined to a single department — it has become a strategic business imperative. 'The future of CX is here: AI and Agentic AI are combining the power of automation with human insight to deliver experiences that are not just personalised—but predictive, proactive, and powerful,' noted Sanjay Gupta, VP Sales, South Asia & Middle East, NICE. This year's edition also brought together influential voices and decision-makers from companies such as Al Futtaim Group, Bank Muscat, Dubai Electricity and Water Authority (DEWA), Etihad Airways, NEOM, The Coca-Cola Company, Unilever, and Zurich among others. Held at the JW Marriott Hotel Dubai Marina on 13-14 May 2025, the event further celebrated innovation through the Customer Experience Live Awards, honouring leading organisations transforming their customer journeys through data, design, and digital intelligence. This year's winners included Saudi Ports Authority 'Mawani', Aster DM Healthcare, Abu Dhabi Islamic Bank (ADIB), Saudi EXIM Bank, NICE, Oman Data Park, Tawuniya, Tasleem Metering & Payment Collection, Dammam Airports Company, EHS, Octopus Outsourcing, NEOM Operations, Dubai National Insurance, Medcare Hospital & Medical Centres, Saudi Awwal Bank, Fitness First MENA, Silah Gulf, Sprinklr, Verint, and Qatar Airways Group. The event was co-presented by NICE and e& enterprise, with Sprinklr joining as Spotlight Partner, each bringing deep expertise and innovation to the forefront of customer experience transformation. This year's edition was further enriched by co-located shows — the AI Experience Show, Digital Excellence Show, and Contact Centre Show Middle East 2025 — offering attendees a 360-degree view of the technologies, trends, and strategies shaping the future of customer experience. Other distinguished sponsors included Cisco, AWS, Verint, Ipsos, Qualtrics, Sydr Systems by SITE, Sideways 6, Exotel, Locobuzz, Kanari, Konnect Insights, Robosoft Technologies, Silah Gulf, intella, Hamsa, November Five, Calabrio, 2Ring, Answered by Aramex, and NovelVox. Strategic partners for the event were the International Customer Experience Institute and Bpo Search, with media partners being Customer Data Platform Institute, ACN Newswire, Call Centre Helper, CrmXchange, siliconindia, CIOReview, AI Tools Network, Financial Service Review, Conference Alerts, Applied Technology Review, The European Business Review, CIO Outlook, AIPressRoom, OnestopNDT, Worldoils, and Energy Business Review. To download the Customer Experience Live Intelligence Report 2025 or learn more about the event, visit: 0 0
