Customer Experience Live Show 2025 reveals 89% of regional organizations are investing in AI-powered experiences and predictive analytics.
Artificial Intelligence and its evolved counterpart, Agentic AI, are rapidly redefining customer experience (CX) in the Middle East, according to the latest insights shared at the Customer Experience Live Show Middle East 2025. The event also marked the launch of the Customer Experience Live Intelligence Report 2025, which found that 89% of organizations in the region are investing in AI-driven CX strategies to transition from reactive service to proactive engagement.
“AI and Agentic AI are allowing brands to deliver human-like support at scale.”
– Ayusha Tyagi, MD, Customer Experience Live
Agentic AI—systems capable of autonomous decision-making—emerged as the focal point. Businesses are leveraging these technologies to enhance responsiveness, automate routine interactions, and deliver hyper-personalised customer journeys.
“This isn’t just a technology shift—it’s a mindset shift,” said Ayusha Tyagi, Managing Director, Customer Experience Live. “AI and Agentic AI are enabling brands to deliver human-like support at scale, creating room for deeper empathy and creative CX strategy.”
“The future of CX is here—personalised, predictive, and powerful.” – Sanjay Gupta, VP Sales, NICE
Sanjay Gupta, VP – Sales, South Asia & Middle East, NICE, added, “The future of CX is here: personalised, predictive, and powerful.”
Key findings from the report show:
- 59% of enterprises are deploying AI agents to automate service delivery
- 83% are prioritizing operational excellence as a CX driver
- 81% are focused on increasing customer satisfaction and retention
The event also recognized CX excellence through awards and featured industry leaders from DEWA, NEOM, Aster DM, and Abu Dhabi Islamic Bank.
