Positive attitudes to AI considered a key enabler as UAE brands build better, more personalized omnichannel experiences to nurture loyal customers
Marwan Zeineddine, Managing Director of SAP UAE
DUBAI, UAE — November 1, 2024 — With 83% of UAE respondents considering themselves loyal to a particular brand, people in the Emirates achieved the highest loyalty ranking among all regions in this year’s international SAP Emarsys Customer Loyalty Index. This edition was the UAE’s debut in the annual survey, which saw the US moved to second place for the first time, with a loyalty score of 69%.
Respondents from the UAE also demonstrated some of the most positive attitudes towards artificial intelligence (AI), which SAP Emarsys analysts believe could be a key factor behind the top-ranked loyalty levels. AI makes it easier for brands to build better, more personalized omnichannel experiences, enabling them to nurture loyal customers.
Commenting on the value of the research to marketers, Marwan Zeineddine, Managing Director of SAP UAE, says, “Loyalty can have a significant impact on brands’ business objectives, but today, the nature of loyalty is changing. In 2024, AI empowers marketers to create incredible connected experiences, making it easier for people to discover a wide array of platforms; reducing the barriers to spending their money elsewhere.”
Zeineddine adds, “With the process for switching brands and services increasingly streamlined, marketers in the UAE must ask themselves, what does loyalty look like from the customer perspective? How do today’s customers think and feel about loyalty? And what does it take to ignite true loyalty, then secure it long-term? These are questions that we’ve asked customers in our SAP Emarsys fourth annual Customer Loyalty Index research.”
Unlike other regions where older generations tend to exhibit greater loyalty, younger generations in UAE showed stronger brand allegiance in the survey. This variation highlights the need for brands to focus on cultivating loyalty among younger consumers, ensuring lasting customer relationships by engaging them early and consistently, since they are the most committed demographic in the UAE. Regardless of whether consumers care deeply about a brand, the key to standing out in the long term lies in better personalization, more relevant content, and offering unique perspectives tailored to individual interests, according to the Customer Loyalty Index results.
The survey also delivered interesting insights into loyalty drivers among UAE consumers. High loyalty drivers include consistent branding (44%), brand longevity (30%), market leadership (30%) and if products are trending on social media (29%). The most significant negative impact came from poor customer service, cited by 56% of respondents, followed by increased prices (55%), a drop in quality (46%), false or deceptive advertising (33%) and a brand having no regular or meaningful/personalized discounts (33%).
For enterprises looking to stay ahead in an increasingly competitive landscape, SAP Emarsys leverages AI to optimize the entire marketing process—from customer segmentation to campaign execution and performance analysis. AI identifies the most profitable under-served audience segments, representing new opportunities across different life-cycle stages, enabling highly targeted campaigns delivered at the ideal time and through the most effective channels.
This approach not only uncovers new customer groups but also personalizes content and interactions in real time, making one-to-one engagement seamless across multiple platforms. With generative AI, on average, UAE marketers save 2.2 hours on manual tasks in the launch of a typical marketing campaign, allowing them to focus more on driving innovation and revenue growth.
Recognizing that an omnichannel marketing strategy is key to unlocking true loyalty, global brands like Pizza Hut are making every interaction count by creating personalized, two-way conversations. This results in the consumer’s life stage becoming clearer, and with each future interaction, the brand can better predict the customer’s next needs.
Customers now recognize the value exchange—when they share information like an email address, or birth date, they expect something meaningful in return, such as loyalty points or VIP perks like early access to new products. The outcome? A superior customer experience that keeps them coming back.
And marketers are increasingly turning to AI to foster long-term loyalty and reach new audiences. According to separate recent SAP Emarsys research, the majority of marketers (85%)* agree that AI will be crucial for boosting customer engagement in 2024, and most (80%)* have already experienced a rise in engagement after implementing AI-powered personalization. AI enables brands to stay competitive by quickly adapting to changing customer expectations.
Sara Richter, Chief Marketing Officer at SAP Emarsys, explains, “It’s clear that consumers today, not just Gen Z, expect more than ‘business-as-usual’—they want meaningful and memorable experiences. The key to delivering that is personalization for every customer. AI is the only practical solution for providing genuine one-to-one interactions at scale, across every channel, and at the right moment. Brands that embrace AI-powered personalization are far better equipped to keep customers engaged, especially when attention spans are short, and demands are high.”
Richter adds that combining traditional marketing strategies with the advanced capabilities of predictive and generative AI, we’re empowering marketers to create exceptional experiences. For instance, SAP Emarsys’ AI Product Finder seamlessly turns complex product data into engaging content, while the AI Subject Line Generator takes the guesswork out of crafting compelling headlines.
For more on the nuances of customer loyalty, you can find the full UAE Customer Loyalty Index here.
Methodology
* Combines UAE respondents who selected ‘Strongly agree’ and ‘Somewhat agree’
The research was conducted by 3Gem Research and Insights, among a sample of 2,000 general respondents aged 18 and over across the United Arab Emirates. The data was collected between 20.06.2024 – 24.06.2024. The survey was conducted in compliance with the Market Research Society
code of conduct.
About SAP Emarsys
SAP Emarsys Customer Engagement is the omnichannel customer engagement platform that empowers marketers to deliver personalized, AI-driven omnichannel campaigns that build loyalty and grow customer lifetime value.
SAP Emarsys partners with global enterprises to fast-moving mid-market brands across dozens of industries.
SAP Emarsys is purpose-built, empowering marketers to:
- Personalize content and deliver real-time relevant engagements on any channel
- Use AI-powered insights to drive customer growth
- Scale marketing practices through a flexible platform and partner ecosystem
- Use AI to scale and refine campaigns, based on first-party data
- Build trust, loyalty, and lasting customer relationships
- Make smart, quick decisions with data-driven insights and analytics
- Produce measurable results that drive predictable and profitable growth
About SAP
As a global leader in enterprise applications and business AI, SAP (NYSE:SAP) stands at the nexus of business and technology. For over 50 years, organizations have trusted SAP to bring out their best by uniting business-critical operations spanning finance, procurement, HR, supply chain, and customer experience. For more information, visit www.sap.com. For more information, visit www.sap.com.
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