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Dubai Chambers has successfully concluded the Service Excellence Seminar, a two-day event aimed at empowering private sector companies to enhance customer experience. Held at the Dubai Chambers' headquarters, the seminar showcased future trends in customer experience management and explored the transformative role of artificial intelligence (AI) in improving customer interactions.

The event, attended by around 200 participants, is part of the Service Excellence Programme launched by Dubai Chambers in 2023. The initiative promotes a culture of exceptional customer service, helping private sector businesses adopt global best practices and raise service quality standards across diverse industries.

Highlights of the Seminar

• Panel Discussions & Workshops: The seminar featured interactive sessions led by local and international experts, offering insights into excellence frameworks, innovative customer experience models, and practical tools to create integrated customer journeys.

• Focus on Future Trends: Topics included the use of conversational AI and omnichannel approaches to enhance customer interactions, frameworks for building a service-focused corporate culture, and the future of contact centers.

• Evaluation and Support: Participants learned about the Service Excellence Programme’s evaluation process, which includes mystery shopper reports. These reports, issued quarterly, provide detailed assessments of participating companies, highlighting strengths and areas for improvement.

Service Excellence Programme

During the first half of 2024, Dubai Chambers issued 3,934 mystery shopper reports for businesses enrolled in the programme. The initiative targets sectors such as shopping malls, hospitality, specialty retail, health and wellbeing, hypermarkets, fashion, and digital services.

Key evaluation criteria include:

• Branch appearance
• Policy and criteria compliance
• Employee performance
• Service delivery and payment transactions
• Accessibility and services for people of determination
• Customer happiness measurement
• Digital enhancements

The programme’s goal is to provide actionable insights to companies, enabling them to continuously improve service quality and exceed customer expectations.

Expert Insights

Experts at the seminar emphasized the importance of aligning customer service strategies with global best practices, particularly in an era where digital tools like AI redefine customer experience. The discussions underscored how private sector entities can leverage innovative models to deliver exceptional service and maintain a competitive edge.

A Dubai Chambers representative stated, “The Service Excellence Seminar reflects our commitment to empowering the private sector with tools and knowledge to enhance customer satisfaction. By encouraging innovation and adopting best practices, we aim to strengthen Dubai’s position as a global hub for service excellence.”

The event reaffirms Dubai Chambers’ dedication to fostering a culture of customer-centricity, equipping businesses with strategies to navigate the evolving landscape of customer experience management.

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