In an exclusive interview with Telecom Review, Diane El Hachem, COO, Related, shed light on the touch points required to achieve the engaging digital experiences consumers demand today.
What are the latest solutions Related is offering to its customers in key sectors?
At Related, we serve telecom, financial services, retail, sports, entertainment, and tourism, tailoring our solutions to each sector’s goals and KPIs, from customer acquisition and retention to engagement and satisfaction. This year, we’ve invested heavily in AI modules like reward recommendations, hyper-personalization, and fraud detection while spotlighting gamification as a must-have solution for businesses.
Our gamification module stands out, delivering immediate results in boosting customer engagement, enhancing data collection, and driving brand revenue. Features like ‘spin the wheel,’ ‘scratch and win,’ challenges, and badge systems captivate customers and deepen brand connections. These innovations have earned our clients multiple regional and global awards, including Ooredoo Kuwait’s ‘Best Loyalty Program in Telecom’ and Kuwait Finance House's ‘Best Use of Technology’ for the Digital Tam Bank initiative.
How is Related leveraging AI to meet the needs of its customers? Would you like to highlight any related project(s)?
‘Know what your customers want before they know it themselves.’ This guiding principle has driven the success of our reward programs, positioning us as a leader in customer engagement innovation in the region.
As consumers demand more personalized experiences, our clients use our AI modules to tailor rewards based on data like profile details, interests, spending habits, and behavior. By delivering relevant rewards via mobile apps, push notifications, and SMS, we've boosted customer redemptions to over 45%, achieved a 93% CSAT, and cut program costs by 23%.
From your perspective, what challenges do your customers face in their digital transformation journeys? How is Related addressing this?
Brands face challenges during digital transformation, especially when integrating new technologies with existing systems, which can disrupt the customer experience.
Many organizations struggle to make use of the customer data they collect, limiting their ability to personalize interactions and boost engagement. Rising expectations make it harder to deliver the tailored, engaging experiences consumers demand.
To solve these issues, Related provides a PCI DSS-compliant loyalty platform that integrates seamlessly with existing systems. It can be hosted on-premise, on-cloud, or in a hybrid setup, ensuring secure implementation and a smooth omnichannel experience.
Our platform’s advanced analytics tools help clients gain actionable insights, driving targeted marketing and better program performance.
With gamification and AI-driven modules, we create loyalty programs that are fun, personalized, and engaging for today’s customers. By partnering with brands, we help them thrive in a competitive market.
Please give us insight into Related’s growth strategies in new markets.
We are actively expanding into new industries as part of our growth strategy, with a particular emphasis on sectors such as sports and tourism.
A significant milestone is our recent partnership with the Saudi Olympics in KSA. This collaboration not only marks our entry into the sports industry but also allows us to leverage our expertise in loyalty and rewards solutions to enhance fan engagement and support athletes' journeys.
In addition to sports, we are focusing on the tourism sector, which is experiencing substantial government investment across the Gulf region.
By tailoring our programs to meet the unique needs of citizens, residents, and tourists, we aim to create memorable experiences that encourage repeat visits and foster higher engagement.
By entering these new markets and forming strategic partnerships, Related is well-positioned to capitalize on emerging opportunities in the region, ensuring that we continue to thrive in an increasingly competitive environment.
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