Adapting to Customer Needs: The IKEA Example Ahmed Aly Shaban December 6, 2019 Customer Experience, Features In 2005, IKEA opened a large store in the United Arab Emirates. UAE residents and citizens visited the store in droves, enjoying the unique IKEA shopping experience. I still remember when I came to the...
Artificial Intelligence or Real Intelligence: What you Need to Know Ahmed Aly Shaban November 21, 2019 CXM Digital, Features It's hard to go anywhere nowadays without coming across the topic of artificial intelligence (AI). The subject is all over the media, while it is hard to find a presentation deck (on any subject) that does...
The Gamification of Citizens Ahmed Aly Shaban January 30, 2019 Customer Experience, Features, Uncategorized I read an article a few years back explaining how China has developed a new system that gives people a score for how good or bad a citizen they are. 'Sesame Credit' was the name of that system in 2015, whic...
The Future of Service Centers in the UAE Ahmed Aly Shaban October 22, 2018 Digital, Features In order to meet customers’ needs and exceed their expectations, do we need to invest in developing and improving government service centers in the UAE? This is a question that occupies the leadership’s mind i...
Prioritise Brand Promise Over Customer Experience Ahmed Aly Shaban May 15, 2018 Customer Experience, Features Two centuries after the industrial revolution, technological changes have transformed service delivery models and the way the Customer Experience is designed. Some companies are significantly investing in d...
Citizen Engagement and Customer Crowdsourcing Ahmed Aly Shaban January 15, 2018 Customer Experience, Digital, Features Citizen engagement is always a top priority for governments, and a high level of citizen engagement is considered an indicator of a developed country. The ladder of participation introduced by Sherry R Arnst...
