The Company Behind the Happiest City on Earth

It’s hard to think of a richer, more user-friendly experience than arriving in the city of Dubai. From the moment you disembark at the airport, every interaction, every process is carefully calibrated to not only deliver efficiency and comfort, but also to delight. It’s a place I’m proud to call home, and a place Genesys is proud to be a part of.

As the fifth most visited city in the world, Dubai goes to great lengths to make people feel at home. This begins at our very front door, where an airport smart gate dramatically cuts waiting times for immigration services thanks to an electronic identification system. In fact, if you book through Emirates Airlines, you’ll enjoy world-class service before you even step foot on a plane, with live agents ready to assist with even the most minute details at any time via video chat. Which is to say nothing of an Emirates flight itself—a genuine pleasure.

But the magic really begins once you get here.

Arriving in a city the size of Dubai can be daunting, with a million distractions competing for your attention, while the things you’re actually looking for are hidden or tough to access. That couldn’t be farther from the case here. Everything you need is right at your fingertips from the moment you arrive, served up via a network of connected touch points.

Need to rent a car? Self-service kiosks will have you on the road faster than you can say “luxury full-size.” Looking to take the family out for a day of fun and relaxation? Book a trip to Ferrari World—the world’s largest indoor theme park—then shoot over to Yas Island. Excursions like these and many others can all be booked from the comfort of a web app.

Of course, Dubai is more than just a tourist destination—it’s also home to nearly 2.5 million people. While many other global cities put their best foot forward for visitors, Dubai prides itself also on the quality of life it provides for permanent residents who choose to make their home here.

In what other city can you call for a helper to assist in loading and unloading your groceries at the push of a button? Where else can you renew a driver’s license or apply for a home loan through a simple online form? Where else can you expect a consistent user experience as you move through all these spheres of day-to-day life?

This sort of end-to-end omnichannel customer experience is the very reason Genesys exists. Through innovative contact center technology, driven by customer data and powered by the cloud, we facilitate rich CX at any scale, ranging from a small business to a world-class city.

There’s no ulterior motive here. The end goal of all these programs is to provide a flawless user experience at municipal scale. And it’s constantly getting better. Through a massive network of connected sensors, as well as ongoing studies and feedback from residents and visitors, Dubai is not only improving, but doing so in real time. For example, our bus routes here are based directly on user input.

Such an outsized commitment to CX by a government might seem peculiar to some, but for a state with a dedicated Minister of Happiness and even its own Happiness Index, it’s to be expected.

“The aim of all our initiatives is people’s happiness and satisfaction and to make their lives easier and providing them with short cuts that assist them in preserving their time and energy,” said His Highness Shaikh Mohammad Bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai

Genesys looks forward to helping facilitate that vision for many years to come, and I for one look forward to living in it firsthand. We hope you can join us for the G-Summit on April 20th where thought leaders and industry experts will come together to discuss these issues and continue planning for the future.