{"id":12456,"date":"2019-10-09T12:42:41","date_gmt":"2019-10-09T09:42:41","guid":{"rendered":"https:\/\/saudishopper.com.sa\/en\/?p=12456"},"modified":"2026-03-27T18:41:08","modified_gmt":"2026-03-27T15:41:08","slug":"96-of-gcc-businesses-rank-customer-experience-as-priority-in-2020","status":"publish","type":"post","link":"https:\/\/saudishopper.com.sa\/en\/96-of-gcc-businesses-rank-customer-experience-as-priority-in-2020\/","title":{"rendered":"96% of GCC Businesses Rank Customer Experience as Priority in 2020"},"content":{"rendered":"

Customer experience will be a top GCC business priority in 2020, agreed upon by 96 percent of the region\u2019s IT decision-makers, according to a new YouGov survey launched today at GITEX Technology Week.<\/p>\n

 <\/p>\n

In the YouGov survey of 304 GCC IT decision-makers, 80 percent ranked customer experience as \u201cvery important,\u201d and 16 percent as \u201csomewhat important.\u201d The GCC\u2019s customer experience push supports business goals: sales and revenue (42 percent), bottom line (22 percent), and traffic leads (14 percent).<\/p>\n

 <\/p>\n

\u201cAs 96 percent of GCC organizations have ranked customer experience as a top business priority, 2020 is set to become the year of customer experience,\u201d argues Ahmed AlFaifi, Senior Vice President and General Manager, SAP Middle East North. \u201cCustomer experience is vital for government and public sector organizations that enhance smart government services and citizen experiences, and for private sector experiences that can better meet customer expectations in product design, procurement, and services.\u201d<\/p>\n

 <\/p>\n

While most respondents said they successfully collect customer feedback across all touchpoints (52 percent), and optimize customer experiences (66 percent), there is room for improvement. About half of organizations value a mix of direct communication, social media, surveys, and customer ratings and reviews.<\/p>\n

 <\/p>\n

\u201cIn the GCC, organizations should not consider customer experience a one-off project, but rather work with channel partners to integrate customer experiences in digital transformation agendas,\u201d added Ahmed Al-Faifi. \u201cIn the Experience Economy, it\u2019s vital for organizations to combine customer \u2018x-data\u2019 with operational \u2018o-data\u2019 to deliver digital business innovations across customer, employee, product, and brand experiences.\u201d<\/p>\n

 <\/p>\n

Abdul Latif Jameel Motors and alfanar Electric Division Drive Saudi CX Innovations<\/strong><\/p>\n

 <\/p>\n

One of Saudi Arabia\u2019s largest diversified businesses, Abdul Latif Jameel, rehauled its management processes and performance through a dedicated resource planning system, named JSAP. In April 2019, the program won the Gold Award for Business Transformation in the SAP Quality Awards.<\/p>\n

 <\/p>\n

Faisal Abdalla, Vice President of Abdul Latif Jameel Motors said: \u201cALJ is one of the GCC\u2019s key businesses leading on digital transformation through JSAP, one of the world\u2019s biggest SAP automotive implementations. Its success has seen internal performance and efficiency improved dramatically, reducing vehicle sales delivery lead times and customer order conversion times by over 50%, and ultimately maximising customer satisfaction.\u201d<\/p>\n

 <\/p>\n

The Saudi Arabia-based alfanar Electrical Division, the electrical equipment and supplies arm of Alfanar Group, has digitally transformed with SAP with an emphasis on transforming customer experiences.<\/p>\n

 <\/p>\n

\u201cAs Saudi Arabia\u2019s market continues to grow, alfanar Electric Division needed one digital platform to understand and act on our customer needs in real-time,\u201d said Jameel Khan, Manager SAP Center of Excellence, alfanar Co. Saudi Arabia. \u201cBy combining customer data with operational data, alfanar Electric Division can better service to our customers, enhance our electrical materials supply chain, and boost our sales and products. Ultimately, we can better support our growth and meet the Kingdom\u2019s 2030 vision.\u201d<\/p>\n

 <\/p>\n

Oman Oil and Orpic Group Leads Middle East South Customer Experience Innovation<\/strong><\/p>\n

 <\/p>\n

Oman Oil and Orpic Group underwent a digital transformation project with a foundation of SAP CX solutions implemented across the Group. The solution offers the Group with an internal library of customer order history and a B2B customer portal.<\/p>\n

 <\/p>\n

\u201cIn order to support the Group\u2019s global footprint and Oman\u2019s economic growth, Oman Oil and Orpic Group needed differentiated solutions to transform its customer experiences,\u201d said Gilles Rochas, General Manager Polymer Marketing. \u201cOur digital transformation with SAP has led to faster onboarding of customers, mobility for our sales staff with full visibility, and customers that can place orders on self-service portals. It has enabled an enhanced customer service, with agents now having full order history.\u201d<\/p>\n

 <\/p>\n

Employee Experiences Ranks Highly for GCC Organizations<\/strong><\/p>\n

 <\/p>\n

Survey respondents are also bullish on enhancing employee experiences \u2013 with 88 percent ranking it as \u201cimportant\u201d for their 2020 business success, and 60 percent agreeing that they maintain a \u201chigh level\u201d of employee engagement and feedback. Most GCC organizations said they use performance reviews for employee engagement, along with surveys, social media, and online employer ratings.<\/p>\n

 <\/p>\n

GITEX attendees can visit SAP at Hall 6 \u2013 Stand B1 to experience \u201cThe City of Possibilities\u201d showcase, which highlights customer experience across the Power of Digital Supply Chain, Intelligent Coffee, and E-Sports. This week, SAP is also hosting its SAP Customer Experience Live<\/a> and SAP Ariba Live<\/a> events.<\/p>\n

 <\/p>\n

Visit the SAP News Center<\/a>. Follow SAP on Twitter: @SAPMENA<\/a> and @sapnews<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"

Customer experience will be a top GCC business priority in 2020, agreed upon by 96 percent of the region\u2019s IT decision-makers, according to a new YouGov survey launched today at GITEX Technology Week.   In the YouGov survey of 304 GCC IT decision-makers, 80 percent ranked customer experience as \u201cvery important,\u201d and 16 percent as […]<\/p>\n","protected":false},"author":2,"featured_media":4873,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_meta-robots-noindex":"","_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","_pr_autopilot_social_copy":"","_yoast_wpseo_opengraph_title":"","_yoast_wpseo_opengraph_description":"","_yoast_wpseo_opengraph_image":"","_yoast_wpseo_opengraph_image_id":0,"_yoast_wpseo_twitter_title":"","_yoast_wpseo_twitter_description":"","_yoast_wpseo_twitter_image":"","_yoast_wpseo_twitter_image_id":0,"_yoast_wpseo_primary_category":0,"_extra_hide_author_box":"1","_extra_featured_post":"","_partner_post_id":0,"footnotes":""},"categories":[24],"tags":[],"class_list":["post-12456","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-economy","et-has-post-format-content","et_post_format-et-post-format-standard"],"yoast_head":"\nCustomer Experience Priority - 96% of 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