Salalah conference recommends investing in human capability for better customer experience

The 11th Annual Customer Experience Conference in Salalah concluded with key recommendations for enhancing service quality. Organized by the Ministry of Labour in cooperation with local authorities and the Oman Chamber of Commerce and Industry, the two-day event focused on "Future Trends for Customer Experience."

Key takeaways included the necessity of investing in human capability development, upgrading customer experience skills, and boosting digital literacy among employees. The conference also highlighted the importance of employing artificial intelligence and modern technologies to improve services for beneficiaries.

Participants stressed the need for public and private sector institutions to study and adapt global, regional, and local customer experience success stories, ensuring alignment with the local environment and societal values. A central theme was the "human first" approach in service design, emphasizing human intelligence as the foundation for AI implementation. This aims to foster an institutional culture centered on customer needs, ultimately raising satisfaction levels and achieving more efficient, sustainable experiences.

The conference drew directors and specialists in customer service, support services, call centers, entrepreneurs, data analysis specialists, and professionals in marketing and sales. Discussions covered the future of services amid rapid technological advancements, the role of AI and automation in customer support, and the significance of data analysis for understanding user behavior and personalizing experiences.