Discover insights from the State of Customer Service report

Discover insights from the State of Customer Service report

Haitham Elkhatib, Vice President of MEA at Sprinklr.

Sprinklr announced the launch of its State of Customer Service in The Middle East report, in collaboration with Martechvibe.

The report reveals that within Middle Eastern organisations (across the UAE, KSA and Qatar), there is a trend of building multiple service solutions to tackle specific challenges within the customer experience framework.

The ambition of customer service is no more to simply find a resolution in the case of poor experiences. The new role of customer service within the enterprise needs new tools and a fresh approach. This report tracks this shift from being reactive to being proactive.

Talking about the report, Haitham Elkhatib, Vice President of MEA at Sprinklr, said, “Delving into the way Middle Eastern organisations are servicing their customers online, as well as their approach towards modernising these processes, is vital to organisational growth. Our study found that more than 65 per cent of ME businesses are ready for digitisation and smooth implementation of different technologies and software to enhance their customer experience journeys. The focus on social media approaches when elevating CX through technology shows