Retailers Carrefour, Lulu Hypermarket and Ikea have been ranked among the top five UAE companies for their customer experience.
This is according to KPMG’s 2022 Customer Experience Excellence report, which captured the views of more than 89,000 customers on their experiences with brands across the UAE.
These companies were lauded for their improvement in engagement with customers during and after the pandemic.
A statement noted that these brands “accelerated their digital transformation to improve engagement with customers during and after the pandemic, with Emirates, IKEA and Lulu Hypermarket overtaking a majority of retail brands with stellar customer experience”.
Apart from these three retailers, the other two companies KPMG noted in their study were Emirates Airlines and Vox Cinemas.
Despite the ease of online shopping, the report indicated that consumers are returning to physical stores now that restrictions have been lifted following the pandemic. As a result, brands will need to concentrate on using advanced predictive and prescriptive technologies to prevent consumer problems from occurring.
According to the report, many UAE brands are analysing data, mining insight, and optimising CX metrics to drive increased business value. They are progressing from simple customer satisfaction measurements to complex multilevel measurement frameworks that span end-to-end journeys and drive decision making.
The KPMG CEE report also pointed to a heightened focus on ESG, with a majority of customers expressing desire to make more sustainable or ethical purchases in the next six months. This matches the findings of the KPMG 2022 CEO Outlook, where 74 per cent of chief executives expressed that ESG and digital investment were inextricably linked, with 62 per cent planning to invest at least six per cent of revenues in programmes that would help their organisations be more sustainable.
