Insights

Saudi businesses are adapting CX for Ramadan’s digital-first consumers by leveraging AI, personalization, and culturally attuned engagement.

Businesses must balance innovation with ethics, ensuring that AI enhances customer relationships rather than undermining trust.

GCC smart cities must enhance human experiences, improve quality of life, and foster economic growth while addressing sustainability challenges.

GCC countries like KSA and UAE ambitious ESG goals mirror a global shift toward sustainability, with technology, CX, and EX playing critical roles.

Businesses can craft experiences that resonate by relying on the Prospect Theory which offers invaluable insights into how customers perceive losses, gains, and ownership.

New Metrics draws on proprietary research on evolving customer preferences, emerging trends, and the strategic priorities driving the UAE and KSA banking sectors.

From immersive AR experiences and autonomous agents to ethical practices and sustainable models, these AI trends will transform the way we work and live.

These are the CX trends that defined the UAE, KSA and the rest of the GCC in 2024 and the trends that will differentiate 2025.

This shift toward intelligence-driven performance appraisals isn’t just a necessity for modern EX strategies—it’s a strategic imperative.