The Middle East, like the rest of the world, is moving towards a post-Covid-19 future. As things return to normal, companies are turning their attention back to issues such as how to optimise digital experiences.
The Gulf Co-operation Council (GCC) nations are home to people from diverse cultures. Expatriates make up more than 85 per cent of the populations of many Gulf countries. Two hundred nationalities reside in the UAE alone. In Saudi Arabia, while figures vary, overseas citizens are said to make up about 30 per cent of the population.
Demographics like these present a unique challenge to enterprises that are looking to provide exceptional customer experiences (CX) to their consumers.
As digital business models become the norm, customers are interested in better online and mobile-app experiences. To meet this demand, organisations must ensure a consistent experience, not only across languages spoken, but across the expectations of people from disparate cultural traditions.
Ideally, the complexities of customer service would be solved by hiring a diverse workforce, but this can be impractical. It would mean, for example, that in the UAE, each customer-service team would need 200 employees, each of a different nationality.
In such culturally diverse markets, business stakeholders need to find creative ways to cater to the range of customers, and in the digital age, this invariably means through technology.
By analysing the body language and speech of participants, AI can also help team members from different cultures collaborate
Last year, KPMG released a study on the KSA insurance sector, which revealed that 76 per cent of chief executives in the Middle East believe customer engagement in the future will be supported by virtual platforms.
When businesses do not have the means to hire huge, culturally diverse teams of customer care agents, then technologies like Artificial Intelligence (AI) can provide the solution. AI can improve the work of a customer care executive and guide him or her towards success in engagements that may not have been possible had the agent been working alone.
Technology systems that simulate and even surpass human intelligence have come a long way. They are now gaining commercial acceptance in industries, from construction to health care. Natural language processing – the technology that, along with machine-learning, makes conversational AI possible – has evolved too.
Accuracy and usability are now at a stage where the underlying technology can automatically pick up not only multiple languages, but variations in tone, stress, and dialects.
Technologies such as conversational AI software are attuned to cultural nuances and other audio and visual cues that allow it to discern a customer’s emotional state, attitude and even intent.
With such capabilities, virtual conversational assistants can guide agents through interactions with people who speak different languages and, due to varied cultural backgrounds, are used to different standards of customer service. For example, some customers may favour a more personal touch while others might prefer more formality.
Now that the digital economy has allowed customers to switch their engagement instantly from one brand to another with a swipe or a click, companies are under pressure to ensure that every experience is positive.
Personalisation is a major element of positive customer engagement. The customer must feel that the "person" on the line understands their needs: what they want, what they don’t, what they might want and why they might want it.
None of this is possible without that basic capability of human agents to engage in conversation and connect with people in a way that makes them feel comfortable, otherwise known as building a rapport. Building a rapport, however, can sometimes hinge on the agent’s ability to immerse themselves in each interaction. This is easier when people are supported by AI systems that provide them with context while automating background tasks such as note taking, finding the right knowledge resources, etc.
Organisations know that if they can make their service more relatable, they can increase brand loyalty and ambassadorship.
Today, organisations can embed AI assistants in their contact centres and work with employees to make them more effective in serving customer needs. Machine intelligence can thus enable agents to focus on being more empathic and deliver positive results.
By analysing the body language and speech of participants, AI can also help team members from different cultures collaborate better and even suggest how best to increase engagement with customers.
The Middle East has long taken pride in its cultural diversity. The companies that serve people as consumers can further this positive perception by ensuring customers receive the exemplary customer service, even the kind that might surpass customer experiences they might receive in their home countries.
Machine intelligence has the capacity to mimic human talents. Today, it can take empathy, undoubtedly one of our key human traits, further. By picking up on verbal subtle nuances in body language and tone, AI can help us understand one another and improve the experiences we have as customers.
COMPANY PROFILE
Name: Kumulus Water
Started: 2021
Founders: Iheb Triki and Mohamed Ali Abid
Based: Tunisia
Sector: Water technology
Number of staff: 22
Investment raised: $4 million
The Uefa Awards winners
Uefa Men's Player of the Year: Virgil van Dijk (Liverpool)
Uefa Women's Player of the Year: Lucy Bronze (Lyon)
Best players of the 2018/19 Uefa Champions League
Goalkeeper: Alisson (Liverpool)
Defender: Virgil van Dijk (Liverpool)
Midfielder: Frenkie de Jong (Ajax)
Forward: Lionel Messi (Barcelona)
Uefa President's Award: Eric Cantona
MATCH INFO
Manchester City 1 Chelsea 0
De Bruyne (70')
Man of the Match: Kevin de Bruyne (Manchester City)
PROFILE OF HALAN
Started: November 2017
Founders: Mounir Nakhla, Ahmed Mohsen and Mohamed Aboulnaga
Based: Cairo, Egypt
Sector: transport and logistics
Size: 150 employees
Investment: approximately $8 million
Investors include: Singapore’s Battery Road Digital Holdings, Egypt’s Algebra Ventures, Uber co-founder and former CTO Oscar Salazar
Key facilities
- Olympic-size swimming pool with a split bulkhead for multi-use configurations, including water polo and 50m/25m training lanes
- Premier League-standard football pitch
- 400m Olympic running track
- NBA-spec basketball court with auditorium
- 600-seat auditorium
- Spaces for historical and cultural exploration
- An elevated football field that doubles as a helipad
- Specialist robotics and science laboratories
- AR and VR-enabled learning centres
- Disruption Lab and Research Centre for developing entrepreneurial skills
Crops that could be introduced to the UAE
1: Quinoa
2. Bathua
3. Amaranth
4. Pearl and finger millet
5. Sorghum
START-UPS%20IN%20BATCH%204%20OF%20SANABIL%20500'S%20ACCELERATOR%20PROGRAMME
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South Africa World Cup squad
South Africa: Faf du Plessis (c), Hashim Amla, Quinton de Kock (w), JP Duminy, Imran Tahir, Aiden Markram, David Miller, Lungi Ngidi, Anrich Nortje, Andile Phehlukwayo, Dwaine Pretorius, Kagiso Rabada, Tabraiz Shamsi, Dale Steyn, Rassie van der Dussen.
RESULT
Bayern Munich 0 AC Milan 4
Milan: Kessie (14'), Cutrone (25', 43'), Calhanoglu (85')
Japan 30-10 Russia
Tries: Matsushima (3), Labuschange | Golosnitsky
Conversions: Tamura, Matsuda | Kushnarev
Penalties: Tamura (2) | Kushnarev
MORE ON THE US DEMOCRATIC PRIMARIES
Match info
Huddersfield Town 0
Chelsea 3
Kante (34'), Jorginho (45' pen), Pedro (80')
COMPANY%20PROFILE
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Kandahar%20
%3Cp%3E%3Cstrong%3EDirector%3A%3C%2Fstrong%3E%20Ric%20Roman%20Waugh%3C%2Fp%3E%0A%3Cp%3E%3Cstrong%3EStars%3A%C2%A0%3C%2Fstrong%3EGerard%20Butler%2C%20Navid%20Negahban%2C%20Ali%20Fazal%3C%2Fp%3E%0A%3Cp%3E%3Cstrong%3ERating%3A%3C%2Fstrong%3E%202.5%2F5%3C%2Fp%3E%0A
Price, base / as tested From Dh173,775 (base model)
Engine 2.0-litre 4cyl turbo, AWD
Power 249hp at 5,500rpm
Torque 365Nm at 1,300-4,500rpm
Gearbox Nine-speed auto
Fuel economy, combined 7.9L/100km
More on Quran memorisation:
The Sand Castle
Director: Matty Brown
Stars: Nadine Labaki, Ziad Bakri, Zain Al Rafeea, Riman Al Rafeea
Rating: 2.5/5
TCL INFO
Teams:
Punjabi Legends Owners: Inzamam-ul-Haq and Intizar-ul-Haq; Key player: Misbah-ul-Haq
Pakhtoons Owners: Habib Khan and Tajuddin Khan; Key player: Shahid Afridi
Maratha Arabians Owners: Sohail Khan, Ali Tumbi, Parvez Khan; Key player: Virender Sehwag
Bangla Tigers Owners: Shirajuddin Alam, Yasin Choudhary, Neelesh Bhatnager, Anis and Rizwan Sajan; Key player: TBC
Colombo Lions Owners: Sri Lanka Cricket; Key player: TBC
Kerala Kings Owners: Hussain Adam Ali and Shafi Ul Mulk; Key player: Eoin Morgan
Venue Sharjah Cricket Stadium
Format 10 overs per side, matches last for 90 minutes
Timeline October 25: Around 120 players to be entered into a draft, to be held in Dubai; December 21: Matches start; December 24: Finals
ESSENTIALS
The flights
Emirates flies direct from Dubai to Rio de Janeiro from Dh7,000 return including taxes. Avianca fliles from Rio to Cusco via Lima from $399 (Dhxx) return including taxes.
The trip
From US$1,830 per deluxe cabin, twin share, for the one-night Spirit of the Water itinerary and US$4,630 per deluxe cabin for the Peruvian Highlands itinerary, inclusive of meals, and beverages. Surcharges apply for some excursions.
UAE currency: the story behind the money in your pockets
The specs
Engine: 3.6 V6
Transmission: 8-speed auto
Power: 295bhp
Torque: 353Nm
Price: Dh155,000
On sale: now
In numbers: PKK’s money network in Europe
Germany: PKK collectors typically bring in $18 million in cash a year – amount has trebled since 2010
Revolutionary tax: Investigators say about $2 million a year raised from ‘tax collection’ around Marseille
Extortion: Gunman convicted in 2023 of demanding $10,000 from Kurdish businessman in Stockholm
Drug trade: PKK income claimed by Turkish anti-drugs force in 2024 to be as high as $500 million a year
Denmark: PKK one of two terrorist groups along with Iranian separatists ASMLA to raise “two-digit million amounts”
Contributions: Hundreds of euros expected from typical Kurdish families and thousands from business owners
TV channel: Kurdish Roj TV accounts frozen and went bankrupt after Denmark fined it more than $1 million over PKK links in 2013
if you go
The flights
Emirates have direct flights from Dubai to Glasgow from Dh3,115. Alternatively, if you want to see a bit of Edinburgh first, then you can fly there direct with Etihad from Abu Dhabi.
The hotel
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Located in the heart of Mackintosh's Glasgow, the Dakota Deluxe is perhaps the most refined hotel anywhere in the city. Doubles from Dh850
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Events and tours
There are various Mackintosh specific events throughout 2018 – for more details and to see a map of his surviving designs see glasgowmackintosh.com
For walking tours focussing on the Glasgow Style, see the website of the Glasgow School of Art.
More information
For ideas on planning a trip to Scotland, visit www.visitscotland.com
MATCH INFO
Inter Milan 2 (Vecino 65', Barella 83')
Verona 1 (Verre 19' pen)
Asia Cup 2018 Qualifier
Sunday's results:
- UAE beat Malaysia by eight wickets
- Nepal beat Singapore by four wickets
- Oman v Hong Kong, no result
Tuesday fixtures:
- Malaysia v Singapore
- UAE v Oman
- Nepal v Hong Kong
Results
3pm: Maiden Dh165,000 (Dirt) 1,400m, Winner: Lancienegaboulevard, Adrie de Vries (jockey), Fawzi Nass (trainer).
3.35pm: Maiden Dh165,000 (Turf) 1,600m, Winner: Al Mukhtar Star, Adrie de Vries, Fawzi Nass.
4.10pm: Handicap Dh165,000 (D) 2,000m, Winner: Gundogdu, Xavier Ziani, Salem bin Ghadayer.
4.45pm: Handicap Dh185,000 (T) 1,200m, Winner: Speedy Move, Sean Kirrane, Satish Seemar.
5.20pm: Handicap Dh185,000 (D) 1,600m, Winner: Moqarrar, Dane O’Neill, Erwan Charpy.
5.55pm: Handicap Dh175,000 (T) 1,800m, Winner: Dolman, Richard Mullen, Satish Seemar.
Fireball
Moscow claimed it hit the largest military fuel storage facility in Ukraine, triggering a huge fireball at the site.
A plume of black smoke rose from a fuel storage facility in the village of Kalynivka outside Kyiv on Friday after Russia said it had destroyed the military site with Kalibr cruise missiles.
"On the evening of March 24, Kalibr high-precision sea-based cruise missiles attacked a fuel base in the village of Kalynivka near Kyiv," the Russian defence ministry said in a statement.
Ukraine confirmed the strike, saying the village some 40 kilometres south-west of Kyiv was targeted.
Benefits of first-time home buyers' scheme
- Priority access to new homes from participating developers
- Discounts on sales price of off-plan units
- Flexible payment plans from developers
- Mortgages with better interest rates, faster approval times and reduced fees
- DLD registration fee can be paid through banks or credit cards at zero interest rates
Company Profile:
Name: The Protein Bakeshop
Date of start: 2013
Founders: Rashi Chowdhary and Saad Umerani
Based: Dubai
Size, number of employees: 12
Funding/investors: $400,000 (2018)
The specs: 2018 Nissan Altima
Price, base / as tested: Dh78,000 / Dh97,650
Engine: 2.5-litre in-line four-cylinder
Power: 182hp @ 6,000rpm
Torque: 244Nm @ 4,000rpm
Transmission: Continuously variable tranmission
Fuel consumption, combined: 7.6L / 100km
THE SPECS
Engine: 6.75-litre twin-turbocharged V12 petrol engine
Power: 420kW
Torque: 780Nm
Transmission: 8-speed automatic
Price: From Dh1,350,000
On sale: Available for preorder now
Asia Cup Qualifier
Final
UAE v Hong Kong
Live on OSN Cricket HD. Coverage starts at 5.30am
RESULTS
%3Cp%3E%0D5pm%3A%20Deerfields%20%E2%80%93%20Handicap%20(PA)%20Dh80%2C000%20(Turf)%202%2C200m%0D%3Cbr%3EWinner%3A%20Taajer%2C%20Richard%20Mullen%20(jockey)%2C%20Salem%20Al%20Ketbi%20(trainer)%0D%3Cbr%3E5.30pm%3A%20The%20Galleria%20%E2%80%93%20Handicap%20(PA)%20Dh80%2C000%20(T)%201%2C600m%0D%3Cbr%3EWinner%3A%20Zafaranah%2C%20Antonio%20Fresu%2C%20Musabah%20Al%20Muhairi%0D%3Cbr%3E6pm%3A%20Wathba%20Stallions%20Cup%20%E2%80%93%20Maiden%20(PA)%20Dh70%2C000%20(T)%201%2C200m%0D%3Cbr%3EWinner%3A%20Ifahat%20Du%20Loup%2C%20Abdul%20Aziz%20Al%20Balushi%2C%20Sulaiman%20Al%20Ghunaimi%0D%3Cbr%3E6.30pm%3A%20Mazyad%20%E2%80%93%20Handicap%20(PA)%20Dh80%2C000%20(T)%201%2C200m%0D%3Cbr%3EWinner%3A%20AF%20Majalis%2C%20Tadhg%20O%E2%80%99Shea%2C%20Ernst%20Oertel%0D%3Cbr%3E7pm%3A%20Dalma%20%E2%80%93%20Maiden%20(PA)%20Dh80%2C000%20(T)%201%2C400m%0D%3Cbr%3EWinner%3A%20Bassam%20Al%20Wathba%2C%20Bernardi%20Pinheiro%2C%20Majed%20Al%20Jahouri%0D%3Cbr%3E7.30pm%3A%20World%20Trade%20Centre%20%E2%80%93%20Handicap%20(TB)%20Dh80%2C000%20(T)%201%2C400m%0D%3Cbr%3EWinner%3A%20Fawaareq%2C%20Dane%20O%E2%80%99Neill%2C%20Doug%20Watson%3C%2Fp%3E%0A
