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WHY DIGITAL EXPERIENCE IS THE WAY FORWARD TO BUILD CUSTOMER LOYALTY
This year , businesses will have to dig deep to deliver the tripod of better CX , lower costs , and more efficient operations says Sandie Overtveld at Freshworks
The past few years , while littered with planetscale challenges – a pandemic , a recession , a supply-chain crisis , and now inflation – have served as an impressive case study for the resilience of the United Arab Emirates . It was by no means immune to any of these shocks , and yet the country showed why vision is one of the words with which it is most associated .
So , loyalty – how do we achieve it ? Customer experiences , that ’ s how .
But while toning up CX , organisations still must align business operations with other budgetary constraints . It is a balance . This year , businesses will have to dig deep to deliver the tripod of better CX , lower costs , and more efficient operations .
In the UAE ’ s pulsating private sector , cool heads are already planning a route through the current economic instability and a climate of expectation from consumers that has no equal in history . Customer loyalty is more important than it has ever been , given a range of factors . One is that new customers are more expensive to onboard than existing ones are to retain . Another is that loyalty can lead to advocacy , which amounts to free advertising . Both considerations are vital to marketing functions that are seeing their budgets dwindle .
Here are some ways to get it right .
Bye-bye bloatware
Legacy , resource-heavy applications are an obvious target for fat-trimming . CIOs should review their digital assets and flag bloatware for ousting . Some decisions will be difficult . Some bloatware is part of the core system suite and must be maintained . But wherever possible , it should be jettisoned . It drains
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