In a technology-driven world, governments worldwide are using machine learning to involve citizens in shaping their cities, said experts at the Khaleej Times CX Evolve Summit in Dubai. Himanshu Malhotra, advisor to the chairman of the department of municipalities and transport in Abu Dhabi, mentioned that cities like Moscow and Paris are incorporating citizens’ input in decisions such as bus routes and speed limits with the help of artificial intelligence and machine learning. This approach allows governments to understand and fulfill the needs of their citizens effectively.
At the summit, Malhotra shared an example of how Abu Dhabi is leveraging artificial intelligence to enhance the city’s infrastructure and services. He highlighted the use of inspection vans equipped with advanced technology to identify and address city image issues proactively without the need for citizens to report them. By utilizing analytics and big data, the city can make informed decisions regarding traffic management and future population trends to improve the overall urban experience for residents.
Another area where technology has greatly benefited residents in the UAE is in the issuance of birth certificates. Hassa Said Al Mazrouei, medical director of patient experience at Sheikh Shakhbout Medical City, discussed the challenges faced during birth certificate issuance and how integrating hospitals into a system simplified the process for parents. By using technology, parents can now generate birth certificates with a click of a button, making the experience more convenient and joyful for families.
The CX Evolve Summit brought together experts in customer service to explore ways to enhance consumer-brand relationships while prioritizing privacy and data integrity. Andreas Markdalen, Global Chief Creative Officer at frog, commended the event for emphasizing the importance of evolving consumer experiences in a dynamic market. Middle Eastern brands are focusing on creating seamless experiences that resonate deeply with consumers as they adapt to changing mindsets.
Humaid Hassan Salem Alshamsi, an expert in customer experience and government excellence, lauded the UAE government for fostering an environment conducive to the adoption of artificial intelligence. Alshamsi emphasized the importance of efficiency and collaboration with the private sector to meet the high expectations of customers. The UAE government has implemented initiatives such as customer councils and a UX lab to gather feedback and enhance the overall human experience for residents. UAE Pass is a prime example of utilizing data to personalize customer experiences across government and private sector services.
