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Designing Service Around People: How Technology And Empathy Are Redefining Customer Care In The UAE
(MENAFN- Mid-East Info) By Jaishankar K. Nair, Head of Services, MHAO Group
Abu Dhabi, UAE, November 2025: In the modern service economy, innovation extends beyond smart products to the way companies listen, communicate and respond when customers need support. For many consumers, the true measure of a brand begins not at the point of purchase, but at the moment something goes wrong. Across the UAE, expectations for after sales care are evolving in step with a growing trust in digital experiences. According to PwC's Voice of the Consumer 2024: Middle East, 78 percent of consumers in the region discover new brands through social media, higher than 67 percent globally, while 82 percent look for online reviews to validate a company before making a purchase. These habits reveal a customer base that is digitally engaged but demands transparency, reliability, and responsiveness from the businesses they interact with. The same report shows how technology has transformed everyday habits: 44 percent of regional consumers shop online daily or weekly via mobile phones, compared with 34 percent globally. Nearly 40 percent identify self-checkout, mobile payments, and real-time personalized offers as key features that improve their experience. This demonstrates a clear expectation for service that is immediate, digital and convenient. For instance, at our new Homewide service center in Abu Dhabi's Mussafah district, this reality is reflected in daily operations. Dedicated desks handle diagnostics, warranty claims, and inquiries to reduce waiting times. Behind the front desk, digital diagnostics and genuine spare parts ensure precision and safety in every repair. Artificial-intelligence systems manage service tickets and send updates to keep customers informed at every step. Yet technology alone cannot sustain loyalty. Skilled technicians and service advisors remain central to the experience, combining expertise with empathy and clear communication. Customer care today is a relationship built on trust, clarity, and respect for time, qualities that define enduring confidence between companies and consumers. As service expectations rise across the UAE, businesses that unite human understanding with intelligent systems will set the benchmark for excellence. The real innovation in customer care lies in creating experiences that are transparent, responsive, and genuinely centered on people.
Abu Dhabi, UAE, November 2025: In the modern service economy, innovation extends beyond smart products to the way companies listen, communicate and respond when customers need support. For many consumers, the true measure of a brand begins not at the point of purchase, but at the moment something goes wrong. Across the UAE, expectations for after sales care are evolving in step with a growing trust in digital experiences. According to PwC's Voice of the Consumer 2024: Middle East, 78 percent of consumers in the region discover new brands through social media, higher than 67 percent globally, while 82 percent look for online reviews to validate a company before making a purchase. These habits reveal a customer base that is digitally engaged but demands transparency, reliability, and responsiveness from the businesses they interact with. The same report shows how technology has transformed everyday habits: 44 percent of regional consumers shop online daily or weekly via mobile phones, compared with 34 percent globally. Nearly 40 percent identify self-checkout, mobile payments, and real-time personalized offers as key features that improve their experience. This demonstrates a clear expectation for service that is immediate, digital and convenient. For instance, at our new Homewide service center in Abu Dhabi's Mussafah district, this reality is reflected in daily operations. Dedicated desks handle diagnostics, warranty claims, and inquiries to reduce waiting times. Behind the front desk, digital diagnostics and genuine spare parts ensure precision and safety in every repair. Artificial-intelligence systems manage service tickets and send updates to keep customers informed at every step. Yet technology alone cannot sustain loyalty. Skilled technicians and service advisors remain central to the experience, combining expertise with empathy and clear communication. Customer care today is a relationship built on trust, clarity, and respect for time, qualities that define enduring confidence between companies and consumers. As service expectations rise across the UAE, businesses that unite human understanding with intelligent systems will set the benchmark for excellence. The real innovation in customer care lies in creating experiences that are transparent, responsive, and genuinely centered on people.
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