Experts at the Khaleej Times CX Evolve Summit in Dubai highlighted how machine learning and technology are enabling governments worldwide to collaborate with citizens in urban development. Himanshu Malhotra, advisor to the chairman of the Department of Municipalities and Transport in Abu Dhabi, noted that governments are engaging citizens in city planning decisions and co-creating solutions. He cited examples from Moscow and Paris where citizens are involved in decisions regarding bus routes and speed limits, facilitated by artificial intelligence and machine learning.
Malhotra's insights were shared during the opening panel of the fourth CX Evolve Summit. He discussed how Abu Dhabi utilizes AI to proactively address city issues detected by inspection vans, and how analytics and big data are used for informed decision-making regarding traffic and future urban planning.
The UAE government has also leveraged technology to streamline the issuance of birth certificates, making the process simpler for parents. Hassa Said Al Mazrouei, from Sheikh Shakhbout Medical City, explained how integration among health departments and hospitals in Abu Dhabi has enabled parents to generate birth certificates with ease, enhancing their experience.
The summit also addressed the importance of delivering value beyond personalization while maintaining privacy and data integrity. Andreas Markdalen, Global Chief Creative Officer at frog, praised the event for emphasizing the evolving consumer-brand relationships in a dynamic market.
Humaid Hassan Salem Alshamsi, an expert in customer experience and government excellence, commended the UAE government for fostering an environment conducive to AI adoption. He emphasized the need for government efficiency through technology and collaboration with the private sector, highlighting the use of UAE Pass to improve customer experience across government services.
