Dubai’s market has evolved - has your business kept up?

83% of Dubai consumers say brand experience is just as important as the product itself. (Salesforce)

CX isn’t a “nice-to-have” anymore - it’s the deciding factor.

Gone are the days when businesses could get by with clunky experiences just because “the market isn’t mature yet.” That excuse doesn’t fly anymore.

Today’s customers expect:

1. Seamless, personalized, and frictionless experiences.
2. Proactive, digital-first interactions.
3. Businesses that get it—or they’ll move to one that does.

What happens when you get CX right?

Look at Abu Dhabi Commercial Bank (ADCB) - The only financial brand in the UAE’s top 10 customer experience champions (Mid-east information). It’s investment in CX saw:

• A jump in Net Promoter Score (NPS).
• 15% growth in their retail customer base.

How did they do it?

1. A market-leading, digitally enabled experience.
2. A strong loyalty program.
3. Superior digital platforms.

And yet… not everyone’s experience with ADCB is perfect. (Confession: I don’t bank with ADCB myself, some bumps in CX kept me away, plus… let’s be real, I’m too lazy to go to a branch when a competitor offered a smoother onboarding experience.)

But that’s the point. Even the top CX performers still have work to do.

CX isn’t an expense. It’s an investment.

It’s not just retail. Banks, government services, fintech, hospitality - every industry in Dubai is stepping up.

The question is: Are you?