In a post coronavirus era, service excellence in all sectors and putting end users first to improve experiences will be front and centre for the UAE and Saudi Arabia. More and more governments will turn to outsourcing in 2021 in the wake of the pandemic to increase flexibility, cost savings and efficiency, thus enabling governments and entities to focus on their main areas of specialism and the tasks at hand.
This will be realised through frontline services, use of automation services – including robotics and AI – and behavioural insights, which can enhance the customer experience. The outsourcer will bring with them an outsider’s view and therefore a fresh perspective, along with years of experience and best practice.
Whether it’s a passenger or a customer experience, specialists will look at this across a number of different industries. For governments, choosing the right partner with the right financial, technical and operational track record is absolutely pivotal to success.
Customer experience remains paramount
After a year of turbulence, the customer experience has never been more important. A great customer experience breeds loyalty, as well as boosting happiness and a sense of positive well-being. This will be the year of the much-anticipated Expo in Dubai, and therefore millions of visitors will be experiencing the UAE for the first time. There’s no margin for error, so everything within the customer journey needs to ensure the customer experience remains paramount.
While good customer experiences may not always be remembered, a bad one certainly will. With many positive events taking place next year, we will start to see an even greater focus on investment in this area.
Importance of understanding customer behaviour
To create these excellent customer experiences, we need to understand customer behaviour first. Data plays a huge role here when it comes to providing real-time information to analyse patterns about the customers’ wants and needs.
We are excited to see the success of our integrated, research, design and delivery offering, ExperienceLab, which in alignment with our business focus on managing people, data and assets, helps harness behavioural insights to transform a customer’s experience when they interact with a service or product.
With so much flux in 2020, there will be a renewed emphasis on the power of data to really bring about a level of customer experience we have simply not seen before.
A localised workforce with international expertise
Investing in the leaders of tomorrow will be a big priority in 2021, with nationalisation continuing to be a priority across the UAE and Saudi Arabia. Our role as leaders in the private sector is to support this by creating a localised workforce with international expertise. By investing in training and development that has an international flavour and focus, we are not only enhancing the skill sets of our workforce but are also helping to create global citizens who have the future skills we need from the leaders of tomorrow.
Follow us on
Brand View allows our business partners to share content with Arabian Business readers.
The content is supplied by Arabian Business Brand View Partners.
