Oman boosts MENA’s digital customer experience market to $800 million

Muscat: Bolstered by Oman Vision 2040, the Sultanate’s transport and logistics and retail sectors are supporting the Middle East and Africa’s customer experience solutions market to reach a record high of $800 million, industry experts announced ahead of Gitex Technology Week.
Across Oman and the region, organisations of all sizes and industry verticals are ramping up digital transformation, and leveraging technology to enhance employee, citizen, and customer experiences. As a result, the Middle East and North Africa’s digital customer experience market is set to reach a record-high of $800 million, according to a report by Micro Market Monitor.
As Oman embraces the Experience Economy, organisations can no longer deliver only products and solutions – they need to deliver enhanced experiences. By combining customer “x-data” with operational “o-data,” organisations can better understand customer beliefs, emotions, and intentions. Organisations can become intelligent enterprises with greater business visibility, focus, and agility.
Customer experience will be a major theme at Gitex, the largest technology event in the Middle East, Africa, and South Asia, Omani firms are lining up to attend Gitex, with the theme 'Synergising the Mind and Technology Economy'. Global technology company SAP will exhibit the future of digital employee and customer experiences, “The Future of Business Has Feelings – Change a Feeling, Change a Business.”
“With Oman Vision 2040 supporting expanded airports, ports, and malls, the Sultanate’s transport and logistics and retail sectors are investing in digital transformation to enhance customer experiences,” said Waheed Al Hamaid, managing director, SAP Oman. “As the Middle East’s customer experience spend reaches a record-high, Gitex presents a key platform for Oman’s organisations to experience customer experience innovations to optimise costs, productivity, scalability, and business competitiveness.”
Visitors to SAP can experience “The City of Possibilities” -- how digital transformation is impacting businesses, societies, and our environment. Real life showcases led by the Mercedes Benz EQ’s innovative Formula E race car, the early prototype of SAP’s platform for people of determination to be brought to life during Expo 2020 Dubai, a Smart Haj concept digitising the experience, and a sustainable logistics approach with UPS and Fernhay. Industry vertical demos include robotics, re-imagined café experience, and intelligent healthcare; blockchain applications in universities and ports; employee experience management; and e-sports.
With the SAP C/4HANA customer experience suite, boosted by Qualtrics CustomerXM, organisations can listen, gain actionable insights, and evaluate corporate impact to deliver unparalleled experiences. The Middle East and North Africa organisations can also leverage the SAP solutions running on its local data centres in the region to run in real-time and ultimately optimise customer experiences.