Dubai Chambers to enhance private sector customer service

Dubai Chambers has successfully hosted a customer experience (CX) community event to showcase the latest trends and innovations in service excellence.

The workshop was organised as part of Dubai Chambers’ Service Excellence Programme, which was launched to help elevate customer service practices throughout the private sector.

The event, which attracted more than 60 representatives from private sector companies operating across diverse industries, featured a panel session highlighting how artificial intelligence can be leveraged to enhance customer interactions via instant messaging platforms. This was followed by a presentation on strategies to strengthen employee engagement in delivering positive customer experiences, in recognition of the vital role of organisational culture in improving customer satisfaction. A further session focused on approaches to meeting the evolving expectations of customers, with an emphasis on agility, real-time feedback, and integrated digital experiences.

Organised in collaboration with ARCET Global, the event also offered in-depth data and insights on the latest developments in customer experience, with leading experts highlighting the importance of flexibility and integrated digital experiences in improving service delivery. Discussions emphasised the critical role of artificial intelligence, chatbots, and real-time analytics in enhancing all aspects of customer experience management.

The event reiterated the need to focus on service design tools that reflect customer behaviours and expectations, as well as the importance of combining these with digital solutions to deliver a smooth and fully integrated customer journey. It also highlighted the importance of adopting effective methods to demonstrate the impact and value of customer experience enhancements on business performance.

Dubai Chambers’ Service Excellence Programme provides participating companies with quarterly mystery shopper reports that offer detailed feedback on their customer service performance, identifying strengths and highlighting areas for improvement. This helps businesses make data-driven decisions and implement effective strategies to enhance their customer experience.

The programme evaluates companies based on criteria aligned with global best practices, including branch appearance, policy and criteria, employees, service delivery, payment transaction, services provided for people of determination, and customer happiness measurements. It also assesses the added value companies bring to customers through digital channels, including services provided via mobile applications, websites, and social media platforms.

To ensure the Service Excellence Programme remains relevant and responsive to the evolving local business environment, Dubai Chambers has also expanded its scope to include the evaluation of customer experience in new areas including the insurance sector and concept stores.

Meanwhile the International Chamber of Commerce (ICC) has elected Mohammad Ali Rashed Lootah, President and CEO of Dubai Chambers, as a member of its Executive Board, reinforcing Dubai’s leadership in advancing global trade, driving business growth, and fostering international partnerships.

The ICC is the world’s largest business organisation, representing a network of 45 million companies ranging from small and medium enterprises (SMEs) to multinational corporations (MNCs) that collectively employ over one billion people in more than 170 countries.

Lootah commented, “Dubai is continuing to advance its efforts to strengthen international economic cooperation and enhance cross-border trade flows, with a strong focus on developing a dynamic global ecosystem that fosters private sector growth and promotes a more competitive business environment.”

Founded in Paris in 1919, the ICC serves as the voice of the global business community. The value of merchandise trade conducted through its membership network exceeds $17.5 trillion annually, with the organisation maintaining a presence in over 100 countries through its various national committees.

The appointment of Dubai Chambers’ President and CEO to the ICC Executive Board reflects Dubai’s prominent role in driving global cooperation, as well as building constructive partnerships that advance global trade and strengthen collaboration between business communities worldwide.

Earlier a new analysis by Dubai Chamber of Commerce, one of the three chambers operating under the umbrella of Dubai Chambers, has revealed that Indian-owned businesses topped the list of non-Emirati companies joining the chamber in Q1, 2025.

A total of 4,543 new members from India joined during the three-month period, representing year-over-year (YoY) growth of 4.4 per cent and underlining the vital economic role played by Indian companies as Dubai’s largest foreign business community.

Pakistan followed in second place, with 2,154 new companies registering as members of the chamber during the first quarter of the year.

1,362 new Egyptian companies joined the chamber, placing the country third among the top nationalities of new member companies.

The number of new companies from Bangladesh achieved significant year-over-year growth of 28.5 per cent, with 817 new companies registering as members of the chamber.

The United Kingdom ranked fifth with 678 new companies, while Syria secured sixth place on the list with 462 new member companies.

Companies from Jordan claimed the seventh spot, with 350 new companies joining the chamber’s membership.

China ranked eighth on the list, with 347 new Chinese companies registering as members of the chamber.

Turkiye secured the ninth spot with 329 new members, while Iraq came tenth with 303 new companies.

WAM