INFOGRAPHIC
Gen Z in UAE , Saudi Arabia expect personalised experiences
Genesys , a global provider in AI-powered experience orchestration , has unveiled insights from a comprehensive global survey on generational customer service preferences , highlighting how Gen Z in Saudi Arabia and the United Arab Emirates are reshaping customer engagement and workplace dynamics with strong demand for personalised across channels and supportive workplace environments .
The survey provides businesses with valuable insights into the preferences and priorities of young consumers . The findings indicate Gen Z in the Middle East region place greater emphasis on brand reputation , digital customer service , and flexible work arrangements , compared with the global average .
The survey found that 67 % of Gen Z consumers in the UAE and Saudi Arabia see personalised experiences across various customer service channels as a priority . This cohort prioritise brand reputation for customer support at 11 percentage points greater than the global average , signalling unique regional standards for service excellence .
Consumer scrutiny of a brand ’ s reputation is comprehensive , factoring in not just service quality but also the alignment of a brand ’ s values with those of the respondents . Additional key factors considered by this cohort are quality , 85 % and customer reviews , 75 %.
The study also outlines how Gen Z customers prefer digital , self-service , and personalised customer service . Topping the customer services priorities in the UAE and Saud Arabia are total problem solving of inquiries and issues , 73 %, prompt resolution , 71 % and clear , effective communication during the customer service interaction .
The survey showed that Gen Z across select Middle Eastern countries highly value receiving service on their preferred channel , suggesting suppliers must provide more options to meet customer demand . Specifically , 67 % of Gen Z and millennials prioritise getting support through these channels , emphasizing the importance of offering diverse options like social media , chatbots , and mobile apps .
When it comes to workplace desires , the survey shows young employees in the region place value on a supportive culture , flexible work arrangements , professional growth , and fair compensation . This illustrates how Middle Eastern organisations are potentially fostering an environment that resonates with the values of Gen Z .
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