Clootrack’s Post

I'm honored to have had the opportunity to speak at the 6th Edition Dubai CX Summit & Awards 2024, held on 29th August 2024! A huge thank you to The Brainalytics for organizing this fantastic event and bringing together so many visionary professionals in the field of Customer Experience (CX). It was inspiring to see how companies are transforming their approach to CX to meet the growing expectations of customers in today’s competitive environment. In my talk, I shared a fundamental belief that’s shaped by years of building Clootrack: CX cannot be tactical. It has to evolve into a continuous process! Why Continuity Matters in CX: 1) Customer Expectations Are Fluid – Customer expectations evolve with every interaction, influenced by external factors, technology, and their experiences with other brands. A continuous CX process allows companies to anticipate changes and pivot their strategy as needed. 2) Touchpoints Are Interconnected – Customer journeys span across multiple touchpoints, both digital and physical. CX is not just about one interaction but about the entire customer corridor. Every step in this journey must align with the customer’s evolving needs and expectations. 3) Feedback Loops Must Be Real-Time – Real-time monitoring and adaptive responses allow businesses to keep pace with customer sentiment and behavior, ensuring that no opportunity is missed to turn a bad experience into a positive one. Today, AI has the power to drive continuous CX transformations, eliminating two of the biggest challenges many companies face: bias and the siloing of data. The future of CX is about empowerment through AI. As we continue to refine the tools and methodologies that drive CX, I believe we’ll see a future where AI enables seamless, personalized, and bias-free customer interactions across all touchpoints. However, AI is not just about gathering data—it’s about translating data into actionable insights. At Clootrack, we are helping companies do exactly that, ensuring that they remain agile and responsive in today’s dynamic market landscape. The age of AI-driven CX is not just on the horizon—it’s already here.  Shameel Abdulla Manuel Oothria Raj #CustomerExperience #Clootrack #CXSummit2024 #AIinCX #ContinuousCX #AI #BiasFreeCX #CXLeadership #SiloedData #AIinBusiness #CXTransformation #TheBrainanalytics #DubaiCXSummit #DigitalTransformation