Execs rank customer experience management as top priority for Expo 2020
The UAE is experiencing heavy proliferation of mobile devices which enables remote support for customer satisfaction
A survey by LogMeIn indicated that 61% of survey respondents in the UAE rated ‘customer experience management' the highest priority on their company's agenda in the lead up to Expo 2020.
Coming in a distant second and third, 16% and 13% were business efficiencies and organisational agility and cost control, plus, 8% ranking network upgrades as a priority.
Stephen Duignan, vice president of Global Marketing at LogMeIn, said: "A superior customer experience can serve as a sustainable differentiator, and in today's digitally powered ecosystem, technology and customer experience are inseparable.
"Everything from a simple inquiry to troubleshooting to problem resolution takes place on the digital sphere. Today's customers live in a hyper-connected environment, and their expectations from their service and solution providers are scaled up in line with this."
LogMeIn reveals that the mobile-first customer service trend is expected to soar in the UAE: the nation is witnessing an accelerated shift to smartphones, at 78% the UAE's smartphone penetration ranks the highest in the world, according to analysts Nielsen.
"The growth in mobile devices has profound implications on the interactions between organisations and their customers. Latest support tools can allow technicians to remotely troubleshoot devices without pre-installed software on the user's end. This can help resolve issues on first contact, scale up customer satisfaction and lower overall support costs, giving providers a competitive edge," commented Duignan.
LogMeIn's survey results further indicated that over 44% respondents felt their company's current customer support platform did not allow support technicians to remotely connect to, control and troubleshoot their customer's devices.
"The quintessential contemporary user in the UAE now expects a frictionless customer experience, complemented by a speedy, digitally powered resolution. And service and solution providers that can align their services and their support capabilities with changing customer needs stand to gain the most," concluded Duignan.