Sitecore has announced that 87% of UAE IT decision-makers, and 88% in the Middle East and North Africa (MENA), have had to change their customer experience strategies in response to the pandemic.
Conducted by YouGov MENA, the research surveyed more than 650 IT decision-makers across 12 countries in the Gulf Cooperation Council, the Levant, and Egypt.
“With 88% of UAE brands, and 87% of MENA brands, changing their customer experience in response to the pandemic, regional brands understand that they need to prioritise digital experiences, especially for Millennials and Generation Z customers,” said Mohammed Alkhotani, area vice president, Middle East and Africa, Sitecore.
In response to changing customer demands, 88% of UAE IT decision-makers, and 84% of MENA IT decision-makers, said their brands created a deeper connection with their customers over the past year.
The pandemic has also accelerated organisations’ digital transformation roadmaps. Among respondents, 89% in the UAE, and 83% in MENA, said their brands had advanced their marketing technology stack more in the last year than in the previous three years before 2020.
Thanks to these new technological capabilities, 87% of UAE respondents, and 84% of MENA respondents, said they experimented with a number of new marketing approaches during the pandemic.
Alkhotani added, “Leading Middle East brands, such as Mashreq Bank, emphasise the need to put technology firmly at the center of their business to consistently create personalised experiences.”
Mashreq embarked on its digital transformation journey with a key objective of improving the experience of our customers by offering them superior services, whenever and wherever they need.
A modern, intuitive and user-friendly website is imperative in digital transformation.
In collaboration with Sitecore, Mashreq Bank not just enhanced the overall experience on its website, Mashreq Bank also implemented a Sitecore content management system that enables the bank to deliver content across all customer channels through an API, which makes it a powerful tool for its mobile and web developers.
