When a leading tourism, hospitality and entertainment group in the Kingdom of Saudi Arabia needed to upscale its customer engagement initiatives it turned to leading cloud-based software solutions provider Capillary Technologies. The Al Hokair Group is leveraging Capillary Technologies’ AI-powered solutions Engage+ and Zero AI to uncover deep insights around consumer behaviour and automate a multitude of manual processes. The company can now make data backed growth decisions faster with the benefit of driving efficiencies at scale.
The Al Hokair Group, a leading tourism, hospitality and entertainment enterprise in the Kingdom of Saudi Arabia, has partnered with Capillary Technologies to leverage its AI-driven CRM solutions to upscale its customer engagement initiatives.
Capillary Technologies is a leading cloud-based software solutions provider that enables retailers to intelligently engage with their customers.
The solutions are helping Al Hokair analyse its data to enhance customers’ experience, elevate engagement levels and facilitate a richer understanding of consumer behaviour along with their interaction with the brand at various touch points.
“We are pleased to have Capillary Technologies on board as our technology partner at a time when technology drives business success,” said Tareq Khalaf, CIO of Al Hokair Group. “We are looking to achieve a substantial growth of revenue using Capillary’s solutions.
“The hospitality industry is witnessing a revolution in technology usage over the years as everything depends on how fast it is adopted, and how useful it is in engaging with and retaining your customers. Without technology we don’t see the possibility of being consumer ready.
“Data is playing an important role in business decision making and in line with our organisational growth plans, we are leveraging our data combined with Artificial Intelligence to enhance our customers experience by offering the right value at the right time, and through the right channel.”
Al Hokair opens around 10 to 15 new entertainment parks every year, in addition to launching new brands to offer customers a wholesome experience. With changes in Saudi Arabia’s social conditions Al Hokair strives hard to stay relevant. As part of its efforts, Al Hokair is preparing to open cinema halls across the country in the coming years. The group is also expanding its operations in other parts of the world including Egypt, Turkey and Spain.
Nitin Kaushal, President and General Manager for EMEA at Capillary Technologies, said: “We are excited to partner with Al Hokair to offer a range of AI driven solutions to help them adapt to a culture of enabling and empowering their customers with convenience and value-added services. We facilitate the use of data and technology to understand their customers’ needs better.”
Capillary has been actively involved in spearheading CRM and AI driven solutions to transform customer engagement in different sectors, and to create a seamless omnichannel presence for some of the biggest brands in the market.
It offers a robust partner and customer service channel to support consumer facing businesses in major global markets. Capillary is powering Al Hokair’s complete customer journey and experience with its AI-powered solutions, from analysing data and managing customers’ lifecycle effectively to enhancing the customer experience through personalisation.
Intelligent CIO asked Tareq Khalaf, CIO, Al Hokair Group, further questions about the solutions.
Can you give us more information about the Capillary Technologies’ solutions you have implemented?
From analysing data, managing customers’ life cycle, and completing the loop with personalisation, Capillary Technologies will help chart out and strengthen Al Hokair’s customer journey and experience with its AI-powered solutions – Engage+ and Zero AI.
How do the solutions enable you to intelligently engage with your customers?
With an objective to deliver a higher ROI on marketing spends, Engage+ will help analyse data to elevate customer relationships, and improve the overall consumer experience. Capillary’s platform will help facilitate a richer understanding of consumer behaviour and increase engagement on channels they interact on most frequently (email, SMS, social media and apps.)
To not compromise on efficiency and effectiveness, the platform will also select the right communication (based on the TG segments) to reach the audience at the most optimal time.
How have the solutions enabled you to analyse your data to enhance customer experience and gain a better understanding of consumer behaviour?
Capillary’s platform uses the power of AI to uncover deep insights around consumer behaviour and automate a magnitude of manual processes that involve data crunching, and setting up marketing campaigns.
The time taken to set up and run these campaigns has come down to a few minutes, from a few days, that is – which is a great thing. We are now making data backed growth decisions faster hence driving efficiencies at scale, which is in sync with who we are: an agile and tech inclined company.
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