On 3rd October, Government and private sector leaders will gather in Dubai as the city hosts one of 45 live events around the world to celebrate Customer Experience (CX) Day. It will be the first time a Middle Eastern city has taken part in the annual global event which began in 2014, backed each year by international brands like Microsoft, Cisco and Dell. Officials from Dubai Economy will be joined by executives from key UAE sectors, including banking, telecommunications and airline industries, each with a shared focus on exceeding the growing expectations of consumers.
Customer experience is emerging as the new battle ground in business, with 50% of firms planning to redirect their investments to customer experience innovations next year, according to Gartner research. A Walker study also predicts that customer experience will overtake price and product as the key brand differentiator by 2020.
Ms Shaikha Ahmed Al Beshri, Director, Business Excellence Department, Dubai Economy, said: “Dubai has ambitions to be the happiest city on earth, part of that is making sure we have the happiest consumers. Hosting Dubai’s first CX Day is a great way for us to get the public and private sector working together to make great customer experiences. CX Day is a unique opportunity to share ideas and lead the debate on how we guarantee happiness for customers at every interaction.”
The event has been brought to Dubai by Awards International in partnership with the Business Excellence Department of Dubai Economy, ahead of their annual Gulf Customer Experience Awards in January. The morning event will be hosted at Department of Economic Development’s headquarters and will be attended by over 100 local business leaders and Government officials. A host of global experts and local business leaders take the stage to discuss what it takes to ensure positive experiences for customers. Delegates will also learn about the process and culture needed to ensure everyone in their organisation is working in the best interests of their customers.
Ian Golding, Ambassador of the international Customer Experience Professionals Association, who will be speaking at the event, said: “In a crowded markets like the UAE, brands are already competing on price and innovation – so the only real point of difference left is how they make their customers feel. With more customer touch points to deal with in the digital age, keeping customers happy is now much more complex. Excellent service in one area can easily be wiped out by a bad experience later in the customer journey. Understanding what makes great customer experience at each stage of the journey, and as a whole, is crucial to sustaining success for any firm.”
For more information on CX Day, or the forthcoming Customer Experience Awards, please visit: gulfcxawards.com/