Emirates Airlines has maintained its leading position for the third consecutive year in adopting smart technology and digital advancements to achieve customer satisfaction, according to the annual “Customer Experience Excellence” report by KPMG.
Gonzalo Trakina, Partner and Head of Customer and Financial Services Advisory at KPMG Lower Gulf, noted that contemporary customers have little tolerance for unsatisfactory experiences. They are fully aware of what brands should do to enhance their service levels and support to achieve maximum satisfaction. Customers also recognize the importance of institutions clarifying their purposes and their connection to environmental and societal concerns. It appears that customers in the UAE, in particular, prefer more personalized experiences and value-added services, alongside seamless multichannel operations.
He added that brands are particularly focusing on using artificial intelligence to create customer-centric business models to enhance their satisfaction levels. This includes using AI to analyze customer data and provide customized experiences tailored to individual preferences and behaviors, thus enhancing the quality of customer interaction and improving customer experience metrics, adding significant business value according to the report.
The report, which included 104 brands in the UAE, revealed that Emirates Airlines, HSBC Bank, and Deliveroo recorded a 3% increase in their efforts to improve customer experience and streamline operations by offering uncomplicated experiences and increasing interaction effortlessly.