At the MRM Business Conference in Dubai on Monday, the first cycle of the Mohammed Bin Rashid Al Maktoum (MRM) Customer Excellence Award was officially launched.
The activity also saw the release of the MRM Business Award’s 11th cycle and the MRM Business Development Award’s fifth phase. Applications for all three awards are now available to businesses of all sizes, styles and industries located in the UAE and the broader GCC area and should be sent via the website of the Dubai Chamber.
The meeting, hosted by the Dubai Chamber of Commerce and Industry, brought together several experts to address the changing customer experiences in the digital age, as well as best practices and innovative approaches to boost customer retention and loyalty.
“Consumers are shifting and increasing their standards as they have more options than before, but they are also demanding better online and offline service,” said Majid Saif Al Ghurair, Chairman of the Dubai Chamber of Commerce & Industry.
Edward Zhou, Huawei’s VP of Global Public Relations, clarified how user-driven marketing programs will help businesses use the latest technology to deliver better customer experience. Investing in active R&D programs and continuing development is essential, according to Zhou, to satisfy customer needs, which are rapidly changing as new technologies arise.
“We’re focused on continued investment for sustainable growth in technology,” he added. “R&D spending accounts for about 10 per cent of annual revenue and 10 per cent of that expenditure is for fundamental research. Our goal is to deliver connectivity to every individual, household and company for a fully connected smart term.” Farhan Syed, partner and Head of Connectivity and Innovation at KPMG Lower Gulf, acknowledged that advanced technology is reshaping user-friendly customer experiences. He also spoke about the value of integrating customer experience into corporate environments, noting that strong leadership buy-in is crucial to doing this work. “Profit is an asset that will come when the input is right-the input is great customer service in this situation.”