Charbel Khneisser, Vice President of Solutions Engineering for EMEA at Riverbed, recently discussed the evolving digital landscape in the Middle East. In an interview with Khaleej Times at Gitex 2024, Khneisser emphasized that delivering superior digital experiences is now crucial not only for customer satisfaction but also for enhancing productivity, competitiveness, and economic growth. He outlined the significant challenges organizations face in maintaining robust digital experiences for both customers and employees, and how Riverbed is assisting regional governments and businesses in overcoming these obstacles through AI-driven solutions.
Riverbed posits that the concept of experience now encompasses more than just customer interactions; it also includes employee engagement, making it a vital component of overall organizational productivity. Khneisser noted, “Riverbed’s studies consistently reveal that both customers and employees now choose companies based on the digital experiences they offer.” This shift is compelling companies to rethink their strategies, as employees increasingly make job decisions based on the quality of their digital tools.
One of the primary challenges organizations face today is managing user experiences across complex IT environments. The shift to remote working, accelerated by the pandemic, means that employees and customers may access services from anywhere—home, a coffee shop, or even across the globe. This reduces organizations’ control over critical factors like internet connectivity, which directly affects user experience. Riverbed aims to address this by helping companies enhance performance and productivity, regardless of location.
Khneisser also highlighted the importance of delivering exceptional digital experiences for all users—customers, citizens, or employees—in driving a nation’s digital economy. “Governments are increasingly investing in citizens’ experiences because it’s essential for the success of their digital economies,” he said, emphasizing how digitalization in the public sector drives GDP growth and economic competitiveness. Financial institutions are also heavily investing in digital banking to stay competitive, with digital apps replacing physical branches as the primary customer touchpoint.
According to Riverbed, the key to achieving exceptional digital experiences lies in AI-driven observability—a paradigm that seeks to understand the behavior, health, and performance of an organization’s infrastructure, network, and applications. By integrating AI into its platforms, Riverbed enables clients to analyze complex data across applications, networks, and infrastructure. This not only allows companies to respond to problems faster but also moves them toward a predictive model where issues can be addressed before they escalate.
With AI and observability being foundational to digital success, Riverbed is optimistic about its future in the Gulf, where it has seen double-digit growth over the past five years. The company is confident about continued growth in the region, driven by ongoing digital transformation efforts. “We’re dedicated to ensuring our customers fully adopt and leverage our tools. It’s a mutually beneficial situation,” Khneisser stated.
As digitalization continues to reshape industries across the UAE and the Gulf, companies like Riverbed will play a pivotal role in enabling both public and private sectors to deliver exceptional experiences that drive long-term success.
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