MIT Sloan Management Review - Middle East

#WatchNow With projections estimating AI’s economic impact to reach as much as $15 trillion by 2030—rivaling the GDP of China or the EU—it’s clear that the technology will play a transformative role in the global economy. But how will businesses harness this potential, and what challenges must they overcome to unlock AI's full value? In the inaugural episode of More than Meets the AI, Neil Thompson, Director of the FutureTech Project at Massachusetts Institute of Technology's Computer Science & AI Lab, and Faisal Hamady, Managing Director & Partner at BCG, tackle these pressing questions. Together, they explore the future of AI, AGI, and the role of global collaboration. The exclusive web series is created in collaboration with Boston Consulting Group (BCG). Watch the full interview here: https://lnkd.in/gqAYxuGF

In a time of constant change and evolving customer expectations, the ability to innovate quickly is no longer an option but a strategic necessity. Innovation is driven by creativity — the ability to envision solutions that are novel and useful — and many companies are finding that they come up with breakthrough ideas more effectively and rapidly by working with partners outside of their own organizations. We are seeing a degree of partnering among organizations, including competitors, as never before. And we are seeing artificial intelligence unlock unprecedented levels of creativity, not just in what these partnerships produce but in how these businesses collaborate.

#ComingSoon More than Meets the AI—a web series tailored for top executives and decision-makers in the Middle East, in collaboration with Boston Consulting Group (BCG). In the inaugural episode, Neil Thompson, Director of the FutureTech Project at Massachusetts Institute of Technology's Computer Science & AI Lab, and Faisal Hamady, Managing Director & Partner at BCG, will explore the transformative potential of AI, AGI, and the future of technology, addressing critical themes such as data integration and global collaboration. The first episode goes live on November 28. Stay tuned for the full interview!

The first step for organizations is to “develop a clear AI strategy” that aligns with their business objectives while ensuring it remains “agile” to adapt to the ever-evolving landscape of AI. At the heart of this strategy is establishing a robust data repository—organizations must have clean, high-quality data and a solid data governance strategy to maintain data integrity and usability. In this interview, Michel Ghorayeb, Managing Director of SAS UAE, shares key insights on fostering an AI-driven culture and the strategies organizations can adopt to successfully integrate AI and analytics into their operations. Read more: https://lnkd.in/gHR2pE5D

Despite the well-known and often disastrous consequences of silence, many leaders remain confused about how to effectively solicit challenges from their teams. Often, leaders are given vague advice to help employees “feel safe” to speak up. While this advice is well-meaning, it does little to help leaders understand what specific and concrete actions they can take to create such feelings. Platitudes about psychological safety do not equip leaders with the practical tools necessary and proven to solicit valuable challenges from teams.

Artificial intelligence applications are being developed to soften call center workers’ accents to boost sales, an idea critics have called dehumanizing. Other technologies are reducing tones of anger from upset callers, in an effort to make the experience of call center workers less difficult. It may be just a matter of time before similar tools are used in daily workplace interactions. Businesses are increasingly distributed and global, with employees working remotely or in satellite offices. Those with different accents or less fluency in English may be tempted or even encouraged to put such tools to use when speaking with colleagues or presenting at a meeting. And people who don’t want to put up with angry coworkers may press a filter on their phones to weed out that pesky emotion.

Industry leaders and CX enthusiasts gathered at the Customer Centricity Summit to discuss the future of customer experience. From exploring how brands can bridge the gap between digital and physical touchpoints to diving into the architecture of customer-centric personalization engines, the insights were unparalleled. Key moments included the keynote on Saudi Arabia’s unique CX opportunities and a dynamic panel discussion on ownership and collaboration in customer experience. Thank you to all speakers, participants, and attendees for making this event unforgettable. Ahmed Alfaddagi, Saudi Chapter Chair, Customer Experience Professionals Association (CXPA) Dustyn Smith, Founder, HEMOdata Hector Paris A. Garcia, Director- Consumer and Destination Insights, The Royal Commission for AlUla Sara Zaldivar Strozzi, Solutions Engineering Manager [EMEA & LATAM], Mixpanel Hassan El-Tahan, Vice President of Growth, Gathern | جاذر إن Akira Mitsumasu, Advisor to Director General, Saudia Amro A. Abbas, Executive Advisor to Chief Executive Officer - CMO, Vision Bank Arthur Zhuravsky, Director of Customer Experience, Tabby Kate Artsybysheva, Hospitality Director, Saudi Motorsport Company Romans Solovjovs, Director of Operations, Confidential Wael Qenawy🔎, (CCX), Director of Customer Experience, Morni | مرني Yolande D'Mello, Senior Editor, Vibe Media Group #CCS2024 #CCSRiyadh #CustomerCentricitySummit Gold Sponsors: AppsFlyer | Braze | HEMOdata | Zoho Silver Sponsor: Emarsys

In conversation with MIT Sloan Management Review Middle East, Mamoun Alamouri 🇵🇸🍉, Regional VP-MEA at Uniphore, talks about overcoming AI project failures by managing expectation gaps, fostering an adaptable culture, leveraging unstructured data, and implementing intelligent automation that enhances customer experience without compromising brand integrity. Watch the full episode here: https://lnkd.in/g8F37Z9j

At the Customer Centricity Summit, industry experts also talked about the evolving dynamics of brand-customer relationships and outlined strategies for staying competitive. Discussions highlighted how the digital revolution has reshaped the customer journey and underscored the powerful role of mobile apps in enhancing customer loyalty and driving cross-selling opportunities, with a special focus on the Middle East market. Aamir Allibhoy, Chief Marketing Officer, Tim Hortons MENA Donya Abdulhadi, Executive Director, Marketing and Communications, Diriyah Biennale Foundation and the JAX District - Ministry of Culture Sana Kothari, Co-Host, The Byron Cooke Show with Sana K. on MBC Loud Alannah Higgins, Senior AE, Braze Mohamed Auf, Director/Head of Digital Experience Excellence, Tawuniya Zeeshan Panjwani, Business Solutions Manager, Zoho MENA Yolande D'Mello, Senior Editor, Vibe Media Group #CCS2024 #CCSRiyadh #CustomerCentricitySummit Gold Sponsors: AppsFlyer | Braze | HEMOdata | Zoho Silver Sponsor: Emarsys

At the recently concluded #CustomerCentricitySummit in Riyadh, experts explored the shifting landscape of brand-customer relationships and strategies for brands to stay ahead, how the digital revolution has transformed the customer journey, and highlighted the power of mobile apps in boosting customer loyalty and cross-selling opportunities, particularly within the Middle East market. Oliver West, CCXP, Head of Customer Experience, VML Adam Szucs, Senior Solution Advisor - CX, EMEA South, SAP Emarsys CELINE GERGESS, Marketing Director, Cenomi Retail Mikhail Ulianchenko, Head of Digital & eCommerce, Asteri Beauty Sara Al-Yousef, General Manager Digital & Customer Experience, GO Telecom - قو للاتصالات Sarah Altaweel, Marketing Director- Sakani, NHC Christian Jomaa, Account Executive, AppsFlyer #CCS2024 #CCSRiyadh Gold Sponsors: AppsFlyer | Braze | HEMOdata | Zoho Silver Sponsor: Emarsys