96% of GCC businesses rank customer experience as priority in 2020

Saudi Arabia-based alfanar Electric Division has digitally transformed with emphasis on customer experiences.

Gitex 2019

Customer experience will be a top GCC business priority in 2020, agreed upon by 96% of the region’s IT decision-makers, according to a new YouGov survey launched at GITEX Technology Week.

The survey of more than 300 people found that 80% ranked customer experience as “very important,” and 16% as “somewhat important.”


“The finding that nearly all GCC organisations surveyed are prioritizing customer experience demonstrates that 2020 is the year when all aspects of customer interaction become critically important for business success,” said Gergi Abboud, senior VP and GM of enterprise application software company SAP Middle East South.

“GCC organisations that optimize customer experiences can design products based on customers’ needs, better predict demand and enhance procurement, and deliver products and services that can maximize customer happiness.”

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Saudi Arabia-based alfanar Electric Division, the electrical equipment and supplies arm of Alfanar Group, has digitally transformed with SAP with an emphasis on transforming customer experiences.

“As Saudi Arabia’s market continues to grow, alfanar Electric Division needed one digital platform to understand and act on our customer needs in real-time,” said Jameel Khan, Manager SAP Center of Excellence, alfanar Co. Saudi Arabia.

“By combining customer data with operational data, alfanar Electric Division can better service to our customers, enhance our electrical materials supply chain, and boost our sales and products.

“Ultimately, we can better support our growth and meet the Kingdom’s 2030 vision.”

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