AW Rostamani has taken gold in the Best Use of Technology category at the Gulf Customer Experience Awards 2025. Faced with rising customer expectations and an increasingly competitive market, the car dealership reimagined how it could use technology to drive real change.
To drive its CX transformation, the organisation implemented an integrated customer experience tech stack that connects every touchpoint across sales, aftersales, insurance, and more.
At the centre of the project was the rollout of Genesys’ omnichannel platform that acts as a digital-first hub where voice, chat, email and social interactions are managed.
Customer calling agents evolved into “customer success executives,” equipped to deliver more personalised, advisory support. Salesforce and Oracle Eloqua leveraged to fashion a unified customer view and powered data-driven campaigns.
Qualtrics and AI tools like Dataiku brought real-time feedback and predictive analytics into the mix.
The result was a CX ecosystem that anticipates customer needs, proactively engages users, and enables faster, smarter decisions. AW Rostamani’s predictive models flag potential churn, suggest service timing based on usage, and calculate customer lifetime value for more precise segmentation.
The results have been impressive. Within just three months after go-live, the platform had already paid for itself, and service visits jumped by 23%. Also, lead-to-visit conversions rose by 5%, and no-shows dropped by 3%. The revamped customer processes and tech stack have contributed over AED9 million in gross profit.
The car dealership also took home gold in two other categories — the CX Team of the Year and the Best Contact Centre.
Founded in 2009 by Awards International, the Customer Experience Awards began in the UK and now operates in the Middle East, North America, Europe and Africa. Entrants and judges from 88 countries have so far participated in the awards. Last year over 2,000 companies entered Awards International’s Customer Experience Awards.
See all the Gulf Customer Experience Awards 2025 winners here.