As generative AI, real-time orchestration, and system integration continue to mature, customer experience (CX) is entering a new era. One defined not by isolated interaction, but by autonomous AI agents that can reason,Read More…
Exotel has announced the regional launch of Harmony, its AI-powered, human-assisted CX orchestration platform, as enterprises across the Middle East fast-track AI adoption in customer experience.Read More…
At GITEX 2025, Alexandros Gkindis, Regional Director MENA, Genesys, discussed how the company continues to redefine customer experience (CX) through its advanced Agentic AI framework and experience orchestration strategy.Read More…
NTT DATA has signed a Strategic Collaboration Agreement (SCA) with Amazon Web Services (AWS) to deliver AI-powered, industry specific contact center solutions built on Amazon Connect, the cloud-based contact center platform from AWS.Read More…
Cisco has shared its predictions for a fundamental transformation in customer service. Advancements in artificial intelligence, hyper-personalization, rich communication services, and unified data are expected to enhance customer loyalty and address rising expectations in the Middle East and beyond. For many organizations, delivering an outstanding CX remains a challenge; aRead More…
ServiceNow has released the ServiceNow Consumer Voice Report 2025. Now in its third year, the report, which surveyed 17,000 adults across 13 countries in EMEA — including 1000 in the UAE — explores consumer expectations when it comes to AI’s role in customer experience (CX). Need to put the EQ inRead More…
In a region undergoing a digital renaissance, AI — and more critically, AI-powered experiences and Agentic AI — have emerged as the defining force behind customer experience transformation. This paradigm shift took center stage at the Customer Experience Live Show Middle East 2025,Read More…
Avaya announced its participation at the 2024 edition of GITEX Global, where the company will showcase a vision for the future in which human and artificial intelligence (AI) collaboration redefines the landscape of customer experience (CX).Read More…
In today’s complex business environment, achieving operational efficiency is paramount for businesses in the Middle East. The annual Customer Experience Live Intelligence Report 2024 highlights one of the most striking revelations that a staggering 72% are keen to attain operational efficiencyRead More…
Avaya has demonstrated its vision for a future of customer and employee experiences powered by generative AI. Shown at GITEX Global in Dubai, Avaya’s ‘Generative CX’ concept highlights how artificial intelligence can sit at the core of customer experience transformation, touching everything from agent experience to customer satisfaction to operations.Read More…
Genesys has announced a strategic collaboration with Salesforce to help businesses bring together their data, agents, bots and communication channels for smarter end-to-end customer and employee experiences. The companies are introducing a unified AI-powered customer experience and relationship management solution that integrates Genesys Cloud CX and Salesforce Service Cloud calledRead More…
Customer experience (CX) is a top priority for most UAE businesses (62%), new research from Rackspace Technology shows. The study revealed much greater understanding amongst UAE business leaders to improve CX than in most other countries surveyed.Read More…
