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Pakistan Boosts Regional Digital Customer Experience Market to USD 800 Million

·         Pakistan’s Government is Focused on Achieving an Environment of Inclusive Economy Where Citizens and Businesses Can Be More Productive, and There’s a Continuous feedback Loop to Manage Their Experiences

·         At GITEX, Pakistan’s Firms Can Learn from SAP on Combining Experience ‘X-Data’ with Operational ‘O-Data’ to Deliver Breakthrough Customer Experiences

·         SAP Stand: Mercedes Benz Formula E Race Car, Early Prototype of Expo 2020 Dubai Platform for People of Determination, UPS and Fernhay Electric Quad-Cycles, Smart Hajj

Pakistan’s government is focused on achieving an environment of an inclusive economy where citizens and businesses can be more productive and there’s a continuous feedback loop to manage their experiences.

In the wider region, we do see organizations of all sizes and industry verticals are ramping up their digital transformation agendas, 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 Pakistan 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. Pakistani 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.”

“The major theme of this government has been to make the economy more inclusive and help drive the adoption of technology to make people’s lives better,” said Saquib Ahmad, Managing Director, SAP Pakistan. “With the growth happening in areas like retail, energy, and transport, SAP can help governments and businesses to manage the experiences of Citizens and Customers that should help flourish the country’s rising middle class.”

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.

“As the region’s customer experience market reaches new heights, Pakistan’s firms can leverage GITEX to learn why the customer experience is central to transforming business models, and optimizing costs, productivity, scalability, and ultimately business competitiveness,” added Saquib Ahmad.

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. The 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.