Gen Z in the Middle East region place greater emphasis on brand reputation, digital customer service, and flexible work arrangements, compared with the global average.

 

Some 67% of Gen Z consumers in the UAE and Saudi Arabia see personalised experiences across various customer service channels as a priority, according to Genesys, a global leader in AI-powered experience orchestration, which has unveiled insights from a comprehensive global survey on generational customer service preferences. 

 

This cohort prioritise brand reputation for customer support at 11 percentage points greater than the global average, signalling unique regional standards for service excellence. Consumer scrutiny of a brand’s reputation is comprehensive, factoring in not just service quality but also the alignment of a brand’s values with those of the respondents.

 

Additional key factors considered by this cohort are quality (85%) and customer reviews (75%).

 

The survey provides businesses with valuable insights into the preferences and priorities of young consumers. 

 

Customer service expectations

The study also outlines how Gen Z customers prefer digital, self-service, and personalised customer service. Topping the customer services priorities in the UAE and Saud Arabia are total problem solving of inquiries and issues (73%), prompt resolution (71%) and clear, effective communication during the customer service interaction.

 

The survey showed that Gen Z across select Middle Eastern countries highly value receiving service on their preferred channel, suggesting suppliers must provide more options to meet customer demand. Specifically, 67% of Gen Z and millennials prioritise getting support through these channels, emphasising the importance of offering diverse options like social media, chatbots and mobile apps. 

 

Evolving workplace expectations

When it comes to workplace desires, the survey shows young employees in the region place value on a supportive culture, flexible work arrangements, professional growth, and fair compensation. This illustrates how Middle Eastern organisations are potentially fostering an environment that resonates with the values of Gen Z. 

 

However, when it comes to opportunities for professional growth, and compensation, recognition, and benefits, Gen Z expectations in the Middle East fall short by more than five percentage points compared with the global average. 

 

The study shows that 71% of Gen Z respondents in the Middle East expect strong training and development from their employers, while 69% prioritise diversity and inclusion, and 68% want employers to demonstrate social responsibility and sustainability. Moreover, 68% value support for work-life balance, and 67% expect artificial intelligence and technology to enhance their job performance.

 

"The survey insights demonstrate that Gen Z in the Middle East have different needs and demands when it comes to customer engagement and workplace standards," said Sebastian Ballerini, VP of Strategic Growth EMEA at Genesys. 

 

"To give employers and consumers what they want, the results indicate that organisations need to focus on creating more personalised, digital experiences and build supportive work environments to attract and retain this generation. These insights will be crucial as Genesys expands it efforts across this vibrant region, underscoring our commitment to innovation and co-creating hyper-personalisation with our partners and customers.”--TradeArabia News Service