Homzmart partners with MoEngage to engage with Customers

Cairo-based online furniture marketplace Homzmart has partnered with MoEngage, a marketing automation and customer engagement platform, to drive engagement at the right time and place for the right customers.Founded in 2020, the E-commerce platform sells home furniture, home décor, lighting, and home supplies through a visualized community. It will leverage various capabilities of MoEngage, like segmentation, analytics, and omnichannel communication orchestration. With MoEngage, the brand plans to overcome challenges like manual efforts, creating onboarding and cart abandonment journeys. Most importantly, they will use MoEngage to build journeys for “anonymous to known users”.“Our partnership with MoEngage is a significant step forward in achieving our customer-centric vision," says Karim Ahmed, Group CMO at Homzmart. "By leveraging MoEngage's powerful engagement platform, we'll gain deeper customer insights and deliver the personalized experiences our customers are expecting.”Additionally, for real-time customer engagement and 1:1 personalization, the brand plans to leverage the website personalization capabilities of MoEngage. Furthermore, to reduce its manual efforts, Homzmart will explore the AI capabilities of MoEngage for deep segmentation and personalization.Overall, from this partnership, the online furniture brand plans to uplift its metrics like user engagement, customer lifetime value and increase in RoI. The online furniture brand explored and compared various vendors, but they chose MoEngage as the platform based on the depth of segmentation, transparency, and flexibility of the platform.Another factor that helped them narrow down the list was the local expertise that MoEngage inherited and an understanding of regional nuances and challenges.“We are excited to partner with one of the leading players in the online furniture and home decor space. Homzmart has remained laser-focused on customer engagement with personalization and we are happy to assist them in this steadfast endeavor to unlock the next phase of engagement with insights-led personalization,” said Kunal Badiani, Regional VP Sales at MoEngage.Homzmart joins the growing list of 1500+ global companies across 35 countries, such as Azadea Group, Commercial Bank of Dubai, Landmark Group, Sympl, Apparel Group, Airtel, Ola, Nexta, Oyo, Orcas, and Mashreq, that trust MoEngage to deliver a consistent experience across multiple devices and touchpoints.

Kunal Badiani on AI's role in crafting personalized experiences during Ramadan

As the Regional Head of MoEngage for the Middle East, Africa, and Turkey, Kunal Badiani navigates the dynamic landscape of customer engagement, particularly amidst the burgeoning e-commerce sector and digital transformation sweeping the region. With Ramadan fast approaching, Badiani sheds light on the pivotal role of AI-powered Customer Engagement Platforms (CEPs) in fostering emotional connections and driving sustainable growth and loyalty among consumers in the Middle East.How do you perceive the current landscape of customer engagement in the Middle East, especially with the rapid rise of E-commerce and digital channels?Consumer preferences and purchase behavior in the Middle East have changed rapidly due to increased digital adoption. The internet penetration in the UAE is expected to reach 96% by 2025, with 67% of Middle East consumers shifting to digital channels for engaging with brands. 47% have already started using smartphones for online purchases. The increased digital adoption has been the key reason for a 31% increase in online spending in the Middle East. Online retail sales are poised to grow by 20% in 2022, outpacing brick-and-mortar sales. 62% of consumers in the Middle East have also stated that they have shifted to online channels due to their convenience.These statistics indicate that Middle Eastern consumer brands must prioritize digitalization proactively to thrive in this hyper-competitive space. It has become even more critical after the pandemic drastically changed consumer behavior in the last few years. Consumer brands must build deep engagement with consumers through continuous and consistent communication across all digital touchpoints.The rapid rise of e-commerce, combined with boost in adoption of digital channels, necessitates an omnichannel, insights-led approach to customer engagement. Brands should cater to exact needs and wants, by better understanding customer preferences and segmenting and hyper-personalizing experiences.With the GCC region's forecasted growth in e-commerce, how crucial do you think customer engagement platforms (CEPs) are becoming for brands in this market?The Middle East region may have been slow at adopting online shopping. However, the pandemic has compelled consumers to embrace it. The e-commerce sector has grown from $5 billion in 2015 to $24 billion by 2020, and is only expected to show rapid Y-o-Y growth. Amid such growth, brands can no longer afford to communicate with a one-size-fits-all approach. They need to better understand customers, their preferences, likes and dislikes, best time to communicate with customers (cohorts), and the best channel to do so. A 360-degree or a single customer view with all these attributes can then be utilized to create hyper-personalized, contextually relevant recommendations which are guaranteed to convert better and drive higher business growth. This is possible only with an insights-led CEP, which has become an absolute necessity for consumer businesses in the region.Could you elaborate on how AI-powered CEPs contribute to offering personalized experiences to customers and fostering customer loyalty in the Middle Eastern context?Customer loyalty depends largely on how satisfied customers are, and a large part of that has to do with 1:1 personalized experiences. Now, AI-powered engagement platforms can help in predictive analytics (based on past behavior and actions), identify the best channels and the best time to send communication, figure out the best message variant (dynamic A/B testing), and help in creating notification copies which drive higher CTRs and conversion rates.In light of economic forecasts suggesting a slower pace of growth in the region, how do you see the role of CEPs evolving for companies aiming to maintain customer loyalty and optimize marketing spend?While the pursestrings might be tightly clenched when it comes to marketing spends, brands can't afford to lose out on repeat purchase revenue and acquisitions (through word of mouth) led by loyalists. If anything, spending on a CEP that helps drive higher LTV by personalizing experiences (and optimizing marketing efforts) is the need of the hour, rather than slashing the budget here. Moreover, an insights-led CEP with analytics and data processing abilities would help reduce the TCO of your martech stack by ~30% as the integrated platform helps replace a lot of point solutions (consolidates function of a CDP, CRM, email and channel solutions), thus driving higher ROI on marketing spends.How can brands leverage AI and analytics to achieve the goal of turning the shopping process into an emotional and connected experience, especially in this Ramadan season?AI and analytics can help consumer brands understand customer preferences during the holy month, viz. channels and duration of the day when they're active, shopping frequency, and accordingly suggest products, and (smart) recommendations based on past purchases or browsing behavior. As brands continue to cater to the exact needs and wants of the customer at the right time with the right message and the right channel while being aware of the sensitive time, the higher chances of coming across as an empathetic customer-centric brand, this Ramadan.Smart segmentation and AI-driven insights play a significant role in customer engagement strategies. Can you share some examples of how brands in the GCC region have successfully utilized these tools to build stronger customer relationships?AI-driven insights combined with smart segmentation is crucial in understanding the customer and creating specific cohorts using which brands can drive targeted engagement ensuring higher conversions.Here are some examples:A leading on-demand car care company, headquartered in Dubai, utilized advanced segmentation (custom and RFM model) across different channels (email and push) to engage with customers, observing a 3X increase in conversions for segmented push notifications along with a 12.62% conversions for ‘abandoned cart’ flowsA leading retailer for kitchen appliances in Saudi Arabia utilized segmentation to draw retention campaigns, focusing on products, such as - the most browsed or highest-selling products (via event triggers and user attributes) to relevant segments using AI-powered smart recommendations, resulting in a 57.19% conversion rate and a 2X increase in revenueFinally, considering the current challenges and opportunities, what do you think are the key factors that differentiate brands that effectively leverage CEPs for sustainable growth and customer loyalty in the Middle East?Personalized experiences result in higher business opportunities and build a loyal customer baseAbility to build dynamic segmentation through 360 degree viewAI-powered insights which will help deepen customer understandingCater to specific needs, wants, preferences, likes/dislikes thus leading to contextually relevant recommendationsHigher ROI on marketing spends and revenue in general

MoEngage’s Revenue Grows by 75% in the Middle East

MoEngage, the insights-led customer engagement platform, further strengthened its presence in the Middle East and Africa (MEA) region growing by 75 % Y-o-Y in 2023. The martech software company is continuing with its upward trajectory by expanding its strong customer base in the United Arab Emirates and gaining new customers in markets like Saudi Arabia, Egypt, Qatar, Jordan and Kuwait.This gigantic momentum reiterates its commitment to growth in the region and closely serves the needs of its local customers.  MoEngage has more than 150 customers in the Middle East and Africa (MEA) region including more than 80 in the UAE, 30 in KSA, 15 in Egypt, and 15+ in the Levant region. These span across industries such as retail and E-commerce, banking and finance, telecom, airlines, healthcare, media, entertainment, travel, and hospitality. It added more than 80 customers in 2023.The impressive customer list includes the likes of retail giants Landmark, Apparel Group, Azadea, Alsaif gallery, NASDAQ listed shared mobility player SWVL , Kuwait’s Jazeera Airlines, music company MDLBeast, car rental/service apps like MySyara, CarSwitch and Dubicars as well as leading players in travel like Almosafer, Gathern and QSR master franchise like Alamar foods amongst others. The company now boasts more than 20 personnel in the region across sales, business development, customer success, solutions consulting, and marketing. It is currently looking to increase its headcount in 2024 by augmenting teams in Egypt, Saudi Arabia and South Africa.. Additionally, MoEngage has also built a robust partner ecosystem that consists of over 75+ resellers, agencies, tech partners, and service integrators, which help to expand its reach and serve a wide array of customers. These include the likes of Mannai Infotech, e-cens, Labrys, Euphoria, and FreshTech Africa. These regional partners are in addition to global partnerships that MoEngage has with the likes of Mixpanel, Appsflyer, VWO, Branch, Amplitude, GupShup, Vonage, and others.From self-learning generative AI to hyper-personalized web experiences, MoEngage makes giant stridesApart from the business side, MoEngage has also made rapid strides in innovation and introduced new capabilities/features to its customer engagement platform. With MoEngage’s Merlin AI, Inform, Web Personalization, Google Ads Integration, and App Marketplace, brands in the Middle East and Africa can power up their Customer Engagement strategies.“2024 will bring a renewed focus on customer engagement and retention. Brands will recalibrate their strategies and will look to make use of a perfect partner which helps their cause. This is where MoEngage fits the bill. With a razor sharp focus in the region, MoEngage will further strengthen the engagement game of the brands by building an on ground team right from sales, business development, partnerships, and customer success. This will enable us to provide highly localized support to our customers and also develop a strong community of marketing, growth, and product professionals to share ideas”, said Raviteja Dodda, CEO and Co-founder of MoEngage.Community buildingIn 2023, MoEngage hosted multiple editions under its flagship #GROWTH brand in the Middle East, starting with Kuwait, Qatar, Dubai, Jeddah and Riyadh. The #GROWTH events saw more than 1200+ marketers across the region come together for some insightful discussions around themes like retention, omnichannel engagement, holiday marketing, etc.Moving forward in 2024, #GROWTH events will spread their wings even further with events in Egypt and South Africa amongst many others.Additionally, MoEngage plans to launch its community initiative, Women of Martech, to increase recognition of women and their contributions in the martech industry. This initiative aims to provide an inclusive platform for women in the martech domain in the Middle East.“To escape from the global gloom, fly to any leading capital of the Gulf, the only region in the world where economic growth forecasts are rising. With renewed focus on innovation, technology and non-oil revenues, the Middle East is probably the only region that is forecasting a good growth trajectory presently. MoEngage is poised to take advantage of this opportunity with its proven software, sustainable growth plans and a focus on customer delight”, said Kunal Badiani, regional vice-president, Middle East and Africa for MoEngage.Founded in 2014, the San Francisco and Bengaluru headquartered company, which operates on a software-as-a-service (SaaS) model, plans to help Middle Eastern businesses become customer-centric through personalized communication at every touchpoint across the lifecycle. The firm has on boarded experts in the leadership and mid-level management roles and are planning to expand their base of channel partners in the region.