The Middle East is a digital hotspot. With a majority of customers from Europe and North America, regional brands are actively embracing emerging technology trends to stay competitive in global markets. Businesses may efficiently communicate with their customers through a variety of channels on a regular basis. This consists of emails, SMS, web and mobile push, in-app messages, and other communication methods. For the evolved, hyper-connected consumer of today, these are the key components of user engagement. But for companies trying to connect with and engage these clients, this may create both opportunities and challenges. It takes skills for a CX leader l to develop a successful cross-channel marketing plan with seamless execution. It necessitates a thorough comprehension of the target audience, the right distribution methods, content that will appeal to them, and a way to measure success. 

As customers switch between channels and devices, they have  expectations of a smooth, personalised experience. To keep up with these modern customer expectations, enterprises are investing heavily  in tools that will help it to provide outstanding CX . 

Cross-channel CX has been driving brands to increasingly use technology to deliver personalised experiences to customers through intelligent engagement. This can involve using data and analytics to understand individual customer preferences and behaviour, and then using that information to tailor communications and interactions. An example of real-time omnichannel interactions with prior knowledge of customer history and preferences might be: a brand using data from a customer’s past purchases or browsing history to make personalised product recommendations, or use data on a customer’s location to send targeted promotions. This adds value to the customer, and higher efficiency of marketing dollars for the brand. Additionally, many brands are using artificial intelligence (AI) and machine learning (ML) to power personalised experiences, such as chatbots that can understand natural language, and respond to customer inquiries in a more human-like way. 

The goal of using intelligent engagement to deliver personalised experiences is to create more meaningful and valuable interactions with customers, which can lead to increased brand loyalty and sales. In this boardroom edition, we learn how marketers are using technology to implement engagement strategies that are supported by data, and to automate tasks using an omnichannel campaign orchestrator so that insights can be applied to decisions being made in real-time.