The human touch remains a crucial element in building lasting relationships with customers, even in today's digital world.
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| Emirate is preparing for the future of retail with its first autonomous store, while still prioritizing the human touch in customer service. |
Dubai, UAE – August 29, 2024:
Despite the rapid advancements in technology, the human touch remains indispensable in providing exceptional customer service. This was a consensus among experts who spoke at the Khaleej Times CX Evolve Summit in Dubai.
Ahmed Khedr, Vice President Retail Digital Transformation at e&, emphasized the significance of human interaction in creating emotional connections with customers. He stated, "Even with highly advanced technology, we cannot overlook the value of human interaction. By combining technology with human touch, we can ensure that our customers continue to choose us."
The fourth edition of the CX Evolve Summit brought together industry leaders to discuss strategies for anticipating consumer needs, managing customer experiences, and fostering brand loyalty.
Khedr's comments come as e& prepares to launch its first autonomous store in Dubai Mall. This unmanned store will leverage artificial intelligence to provide a seamless shopping experience for customers, who will gain entry using facial recognition.
He shared a personal anecdote about a customer who expressed gratitude for the company's human touch. A senior manager had visited one of e&'s stores in Abu Dhabi with the intention of purchasing a single line but ended up buying three lines and two devices due to the exceptional customer care he received.
Gadri, another expert at the summit, highlighted the importance of embracing the "eco-digital era." He explained that people are seeking a future that is both digital and sustainable. As technology, AI, and sustainability drive transformative change, it is crucial to adapt and evolve with these shifts.
"By adopting diverse, integrated systems and maintaining a human-centric approach, we can create superior and delightful customer experiences that resonate with this new age," Gadri said.
According to a report by his company, the eco-digital economy is projected to double in size within the next five years. Gadri emphasized that value encompasses not only economic value but also social and environmental value. He urged businesses to tread more carefully on the planet.