DUBAI: Sprinklr , the unified customer experience management (Unified-CXM) platform for modern enterprises, today 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 organizations are servicing their customers online, as well as their approach towards modernizing these processes, is vital to organizational growth. Our study found that more than 65 per cent of ME businesses are ready for digitization 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 companies' adaptability to understand their customers.”To gather real-world data-led insights, a survey was conducted with 100 customer service representatives holding various customer service positions, such as Director, C-suite, Heads of departments, Senior Manager and Marketing Managers across industries like retail, BFSI and hospitality. Respondents have a customer base of over a million users combined. The report also incorporates viewpoints from several customer service specialists from the same industries and regions via in-depth interviews. Key Findings from the report: 43% of respondents want to re-evaluate their customer service tech stack 64% of respondents are developing social monitoring tools to provide real-time intelligence 65% of respondents are looking for seamless implementation from their technology partners 55% of respondents said they will introduce a ‘you said, we act’ communication strategy to increase trust and loyalty 

Doha:  Ooredoo and Dell Technologies have signed a memorandum of understanding to strengthen existing collaboration, simplify digital transformation initiatives and explore new growth opportunities through Dell’s APEX multicloud portfolio.The memorandum was signed by Adrian McDonald, EMEA President, Dell Technologies and Sheikh Ali Bin Jabor Al Thani, CEO, Ooredoo Qatar, during the annual Dell Technologies World 2023.Through the agreement, Ooredoo will explore the Dell APEX offerings to simplify its cloud experiences and gain more control over its applications and data. Dell APEX will allow Qatar’s leading communications service provider to seamlessly manage and orchestrate its workloads while optimizing performance, minimizing risk and ensuring high network availability.Ooredoo will be able to eliminate unnecessary complexity and inefficiency, thereby freeing up its teams to focus on innovation. The collaboration complements Ooredoo’s current IT environment and builds on the existing technology centered around Dell’s infrastructure, storage and cyber recovery services.

Thriwe, an Indian start-up based in New Delhi, has revealed its plans to extend its presence in Saudi Arabia through a strategic collaboration with Al Mutlaq, a conglomerate that focuses on venture capital (VC) and private equity (PE) investments.As part of this partnership, Al Mutlaq has made an undisclosed investment in Thriwe to provide financial support for the company's launch and operations in the region. Thriwe aims to achieve approximately $100 million in revenue from the Saudi market within the next 36 months.Thriwe will utilize the newly acquired capital to enhance its loyalty and rewards ecosystem. Additionally, the company will allocate funds to enhance customer experience, devise regional operational strategies, and strengthen technological solutions within Saudi Arabia.Commenting on the joint venture with Al Mutlaq, Dhruv Verma, the Founder & CEO of Thriwe, stated: “We are pleased to partner with Thriwe as they expand their operations into Saudi Arabia. At Al Mutlaq Group, we believe in investing in innovative and disruptive companies that have the potential to transform industries. We see Thriwe as a valuable partner in the loyalty and rewards space, and we are excited to support their growth in the region. In addition, Their platform offers a unique solution that can benefit businesses of all sizes (from SME to Large Scale Industry), and we look forward to working with Thriwe to bring this solution to our clients and partners in Saudi Arabia." In response to this development, the CEO of Al Mutlaq Group said: "We have been doing reasonably well in Dubai and have been associated with various financial institutions like FAB, Mashreq, RakBank, ENBD, etc, running as managing loyalty programs for them as well. Our goal is to empower businesses in Saudi Arabia with a user-friendly and customizable platform that will enable them to build stronger relationships with their customers by driving loyalty and retention. We are excited to partner with Al Mutlaq Group, a leading conglomerate in the region, and we look forward to a long and successful partnership."Photo credits: Unsplash In collaboration with Allison Saeng

Dubai: India TV, a leading Hindi news channel based in India, has announced its launch in the UAE on April 29th in collaboration with NKN Media, which has been appointed India TV's exclusive ad sales and distribution partner for the UAE region.The launch event witnessed Bollywood megastar Salman Khan and Rajat Sharma, the chairman and editor-in-chief of India TV, come together in Dubai to shoot an episode of the longest-running show in India, 'Aap ki Adalat'. During the shoot at Hilton, Al Habtoor City, Dubai, Salman entertained the crowd with his witty responses to Rajat Sharma’s questions. At the end of the shoot, Rajat Sharma surprised the audience with the announcement that India TV will now be available in the UAE, starting with the airing of Salman Khan's episode.This move is a significant milestone towards India TV's goal to inform and empower global Indians with accurate, in-depth, and fact-based journalism without bias or sensationalism. Ritu Dhawan, Managing Director of India TV, emphasised the channel's goal to inform and empower global Indians with accurate and fact-based journalism, establishing India TV as the most trusted and reliable news source. The expansion of India TV's reach to the UAE marks a significant milestone towards achieving this objective. The channel aims to cater to the needs of the Indian diaspora residing in the UAE and provide them with comprehensive news coverage of India and the rest of the world.