Business

Unifonic, the Middle East’s leading conversational AI and SaaS platform, successfully held its second Customer Advisory Board (CAB) meeting, reinforcing its commitment to customer-centric innovation and AI-driven communication solutions. The event gathered top executives from Unifonic’s key clients, including CEOs, COOs, CROs, CPOs, and CTOs, to explore the evolving landscape of customer engagement and the future of AI in marketing and customer care.

The CAB served as a strategic forum for discussing personalization, data privacy, regulatory compliance, and operational efficiency, with a shared focus on the transformative impact of AI on digital customer experiences.

“As AI continues to transform how people and businesses connect, the future of customer engagement depends on intelligent communication,” said Ahmed Hamdan, CEO and Co-founder of Unifonic. “We are embedding conversational AI and automation across our platform to help businesses deliver personalized, compliant, and meaningful customer experiences.”

Customer Voices at the Core of Innovation

The event demonstrated Unifonic’s ongoing focus on co-creation with clients. By gathering strategic insights from industry leaders, Unifonic aims to refine its product roadmap and ensure that its platform evolves in direct response to real-world needs.

Key themes that emerged from the discussions included:

• Advanced personalization limitations and the growing importance of predictive analytics and enriched customer data

• The need for seamless end-to-end digital engagement, particularly in high-sensitivity industries such as banking, insurance, aviation, and retail

• The critical balance between automation and human empathy, especially in emotionally sensitive use cases

AI, Compliance, and Emerging Use Cases

Participants discussed industry-specific AI applications, with Voice AI, churn prediction, and fraud detection identified as high-value opportunities, particularly in aviation and financial services. The importance of domain-led AI solutions, built on localized infrastructure that adheres to data residency laws, was also emphasized.

Other key takeaways included:

• The rise of Buy Now Pay Later (BNPL) and “ad-now, pay-later” models, prompting the need for more secure and compliant data-sharing strategies

• Increased interest in tools like AI-powered email summarizers and personalized AI support systems

• The strategic use of sentiment tracking tools such as Net Promoter Score (NPS) to measure and refine customer experience

Attendees also highlighted the growing need to segment customer journeys into digital-first, hybrid, and traditional categories, especially in emerging markets, and called for greater localization—such as Arabic-language voice commands and identifiers—to improve accessibility and adoption.

Building a Community of Customer-Led Innovation

The CAB concluded with a shared commitment to build a customer-driven innovation community, where clients co-develop, test, and refine solutions alongside Unifonic’s product teams. The platform’s focus on AI, automation, and regulatory-aligned infrastructure positions it as a key player in shaping the future of customer experience across the region.

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