88% of Qatar’s brands change customers’ digital experiences due to pandemic, says survey
AS many as 88 percent of Qatar’s IT decision-makers have had to fundamentally change their customer experiences in response to the pandemic, Sitecore, a global leader in digital experience management software, has revealed.
The research, conducted by YouGov MENA, surveyed more than 650 IT decisionmakers across 12 countries in the Gulf Cooperation Council, the Levant and Egypt.
In response to changing customer demands, 88 percent of Qatar’s IT decisionmakers said their brands created a deeper connection with their customers over the past year.
The pandemic has also accelerated organisations’ digital transformation roadmaps.
Among respondents, 75 percent in Qatar said their brands had advanced their marketing technology stack more in the last year than in the previous three years before 2020. Thanks to these new technological capabilities, 88 percent of Qatar’s respondents said they experimented with a number of new marketing approaches during the pandemic.
“With 88 percent of Qatar’s brands changing their customer experience in response to the pandemic, regional brands understand that they need to prioritise digital experiences, especially for Millennials and Generation customers,” said Mohammed Alkhotani, area vice-president Middle East and Africa, Sitecore. “Leading Middle East brands, such as Mashreq Bank, emphasise the need to put technology firmly at the centre of their business to consistently create personalised experiences.”
More than 50 years on from Mashreq’s inception, the bank maintains an unwavering commitment towards customer centricity. Whether it is transforming ideas into solutions or harnessing digitisation to provide a seamless banking experience developing products that empower and meet the needs of customers’ is a value deeply ingrained within the bank. Through Mashreq’s digital-first approach, customers can benefit from a banking experience that is convenient, tailored to their needs and meets their evolving demands.
Mashreq embarked on an exciting digital transformation journey with a key objective of improving the experience of our customers by offering them superior services, whenever and wherever they need. A modern, intuitive and user-friendly website is imperative in digital transformation.
In collaboration with Sitecore, Mashreq Bank not just enhanced the overall experience on its website, but also implemented a Sitecore content management system that enables the bank to deliver content across all customer channels through an API, which makes it a powerful tool for its mobile and web developers.
YouGov MENA ( YouGov MENA) conducted the survey among 688 IT decision-makers in the Middle East and North Africa: GCC (Bahrain, Kuwait, Oman, Qatar, Saudi Arabia, UAE), Egypt and the Levant (Iraq, Jordan, Lebanon, Palestine, Syria).
The research was commissioned by Sitecore, reflecting on COVID-19 impacts and priorities going forward.