Jordan Boosts MENA’s Digital Customer Experience Market to $800 Million

Press release
Published October 2nd, 2019 - 09:09 GMT
Gergi Abboud, SAP ME South
Gergi Abboud, SAP ME South

Bolstered by Jordan Vision 2025, the Kingdom’s transport and logistics and retail sectors are driving the Middle East and Africa’s customer experience solutions market to reach a record high of USD 800 million, industry experts announced today ahead of GITEX Technology Week.

Across Jordan and the wider region, organizations of all sizes and industry verticals are ramping up their digital transformation, with a focus on 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 USD 800 million, according to a recent report by Micro Market Monitor.

As Jordan embraces the Experience Economy, organizations can no longer deliver only products and solutions – they need to deliver enhanced experiences. By combining the customer “x-data” with operational “o-data,” organizations can better understand customer beliefs, emotions, and intentions.  As a result, organizations 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. Jordanian firms are lining up to attend GITEX, with the theme “Synergizing 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.”

“Jordan Vision 2025 is a bold vision for transforming every industry particular, especially supporting the growth of the transport and logistics and retail sectors to foster economic growth and diversification,” said Gergi Abboud, Senior Vice President and General Manager, SAP Middle East South. “As the Middle East’s customer experience market reaches record highs, Jordanian firms can gain hands-on tours at GITEX of how customer experience innovations can enhance costs, productivity, 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 Hajj concept digitizing 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, organizations can listen, gain actionable insights, and evaluate corporate impact to deliver unparalleled experiences.

Middle East and North Africa organizations can also leverage the SAP solutions running on its local data centers in the region to run in real-time and ultimately optimize customer experiences.

During GITEX, visit the SAP stand at the Dubai World Trade Centre – Hall 6, Stand B1 from 6-10 October 2019. At The Ritz-Carlton DIFC, SAP will host co-located events SAP Customer Experience Live on Sunday, 6 October and SAP Ariba Live on Tuesday, 8 October. Register for an evening full of experiences: The SAP Sense Evening Experience will take place at the Coca Cola Arena on Tuesday, 8 October.

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