Latest news with #Aramex
Gulf Business
4 days ago
- Business
- Gulf Business
How Aramex, Sprinklr are reimagining customer experience with AI
Image: Supplied In a major step toward revolutionising digital customer service, Aramex recently expanded its strategic partnership with Sprinklr, the Unified-CXM platform for modern enterprises. The collaboration is designed to deliver AI-powered, seamless customer interactions across more than 65 countries, using advanced tools like Sprinklr's Case Management, Sprinklr Voice, and Conversational AI. Since 2022, Aramex has modernised its customer service framework with AI-driven automation and WhatsApp integration, automating 90 per centof cases and saving over a million agent hours annually. Here, Françoise Russo, chief digital and technology officer at Aramex, and Amjad Al Sabbah, group VP for the Middle East and Africa at Sprinklr, discuss how the partnership is transforming last-mile delivery, enhancing customer satisfaction, and redefining what great service looks like in the AI era. Amjad Al Sabbah, group VP MEA at Sprinklr How does Sprinklr's unified CXM platform uniquely enable global logistics players like Aramex to scale personalised, real-time customer support? Our Unified-CXM platform brings all communication channels and customer data into a single, integrated architecture. For global logistics players like Aramex, this means no more siloed systems — agents and AI bots alike operate from a unified console that handles everything from WhatsApp messages and social media queries to voice calls. Since What are some of the most impactful features of Sprinklr Voice and Conversational AI for enterprise clients? Sprinklr Voice is a cloud-based contact centre that, combined with our Conversational AI, offers smart, seamless customer engagement. For instance, our AI voice bots can carry out human-like, 24/7 conversations to answer common logistics queries — like 'Where is my order?'— without needing an agent. What sets us apart is Sprinklr AI+, which uses generative AI (powered by OpenAI's GPT models) to build intelligent chatbots in days. These bots understand intent, ask clarifying questions, and retrieve data instantly. For live calls or chats, AI assists agents in real time—suggesting next steps or drafting responses. Plus, features like real-time call transcription and sentiment analysis help supervisors intervene when needed, ensuring a higher level of service quality and agent productivity. How is Sprinklr evolving its product roadmap to meet rising expectations in logistics and e-commerce, especially in the Middle East? Today's customers demand real-time updates, proactive communication, and hyper-personalisation, especially in logistics. That's why we're investing heavily in We've also addressed data residency concerns by launching local data hosting in the UAE and Saudi Arabia, which is critical for enterprise adoption in this region. Sprinklr is also embedding logistics-specific use cases directly into our platform. Our partnership with Aramex shows how breaking the wall between backend logistics and customer experience leads to stronger outcomes. It's where the industry is headed, and we're proud to be leading that charge. ————————————————————————————————————————— Francoise Russo, CTO at Aramex Aramex has automated 90 per cent of customer service cases and saved over a million agent hours. What impact has this had on customer satisfaction and delivery efficiency? One key example is our Sprinklr WhatsApp BOT, which allows customers to schedule deliveries via a channel that's secure, familiar, and always available. This self-service option lets customers share precise location data and preferred delivery times—dramatically improving first-time delivery success and overall satisfaction. Those million agent hours saved come from deflecting high-volume inquiries—like tracking requests—through AI. This frees up human agents to handle more complex issues with greater care. With AI now central to operations, how does Aramex maintain a human touch in its customer service? AI is here to complement, not replace, human agents. We use AI to summarise cases, suggest context-specific responses, and surface solution options so that agents are more informed and effective. But we also recognise not every case is complex. For simpler queries, the AI bot handles the interaction end-to-end. If escalation is needed, the handover is seamless, ensuring the customer feels understood and valued throughout. As e-commerce grows, what's next for Aramex in digital engagement and innovation? We're expanding AI use to streamline multi-shipment handling within a single conversation, so customers don't need to repeat themselves. Another area of focus is onboarding new customers through conversational AI, helping them access Aramex services with zero friction. We're also looking at enhancing predictive logistics—using AI to anticipate delays or issues and inform the customer proactively. Our goal is to evolve from being a responsive service provider to a predictive and proactive logistics partner.
Emirates 24/7
10-07-2025
- Business
- Emirates 24/7
Tahnoon bin Zayed chairs ADQ Board of Directors meeting
H.H. Sheikh Tahnoon bin Zayed Al Nahyan, Deputy Ruler of Abu Dhabi and Member of the Supreme Council for Financial and Economic Affairs (SCFEA), has chaired the board meeting of ADQ. Sheikh Tahnoon commended ADQ's continued efforts to strengthen the foundations of economic resilience and sustainable development, in line with the wise vision of President His Highness Sheikh Mohamed bin Zayed Al Nahyan, while also recognising ADQ's role in supporting the country's digital transformation and economic diversification through investments and strategic partnerships across global markets. During the meeting, the board reviewed ADQ's financial performance for Q1 2025, which remains on a strong growth trajectory. The board was also presented with a comprehensive summary of key transactions from the last quarter, including ADQ's acquisition of Aramex through a successful voluntary tender offer, subject to successful completion of the transaction. Aramex will form an integral part of ADQ's Transport and Logistics cluster, offering end-to-end supply chain integration and management while complementing existing investments within the cluster. The board was also briefed on the strategic significance of the US$25 billion investment partnership with Energy Capital Partners, the largest private owner of power generation and renewables in the US, which aims to develop new power generation infrastructure across the US. These projects are intended to meet the growing power demands of data centres driven by the proliferation of AI, while supporting the expansion of the country's broader energy infrastructure. Other notable milestones included the launch of Gridora, a joint venture established in April by ADQ, IHC, and Modon Holding to drive infrastructure development through private and public-private partnerships. Operating under Modon Holding, Gridora will collaborate with specialist partners and capital providers to deliver large-scale, high-impact infrastructure projects. During the same month, ADQ, IHC, and First Abu Dhabi Bank announced plans to launch a dirham-backed stablecoin, fully regulated by the UAE Central Bank. The stablecoin aims to simplify payments and business transactions locally and globally, reinforcing the UAE's position as a fintech leader and enhancing its digital infrastructure. In May, ADQ successfully completed its third debt capital markets issuance, launching a US$2 billion dual-tranche bond to diversify its funding sources and enhance its financial resilience. The proceeds provide growth capital for projects aligned with ADQ's long-term strategy. The issuance accomplished broad institutional distribution from major investors across Asia, the US, the Middle East, UK and Europe and was oversubscribed by more than 3.5 times, reflecting strong investor confidence in ADQ's credit fundamentals and long-term value proposition. The board was also updated on the progress of ADQ's contribution to the UAE's National Strategy for Artificial Intelligence 2031 as well as Abu Dhabi's agenda in these areas. In addition to other relevant initiatives, ADQ has launched the Sprint AI programme which is aimed at driving innovation, digital transformation and AI adoption. The programme encompasses three key pillars: pillar 1 will support the development of advanced data infrastructure, governance, and analytics capabilities; pillar 2 will facilitate artificial intelligence research, adoption, and commercialisation across key sectors; pillar 3 will mobilise the development of innovative proof-of-concept solutions and pilot projects. By strategically deploying this funding, Sprint AI will enable ADQ's portfolio companies to bring groundbreaking technologies and practices to their operations, strengthening the future-readiness and resilience of ADQ's portfolio. First adopters include Silal, AD Ports Group and Agthia Group. The board was also updated on key achievements across ADQ's portfolio. In Energy and Utilities, TAQA and EWEC agreed to develop new energy infrastructure aligned with the UAE's National Strategy for AI 2031 and Net Zero 2050 goals. As part of this, TAQA signed a 24-year power purchase agreement with EWEC to develop the one-gigawatt Al Dhafra open-cycle gas turbine project. In Food and Agriculture, Silal signed a strategic partnership with Shouguang Vegetable Industry Group to build a 100,000 sqm agritech hub in Al Ain Region. The facility will leverage AI and robotics to boost efficiency and drive sustainable innovation in agriculture. In ADQ's Sustainable Manufacturing cluster, EMSTEEL, one of the largest steel manufacturers in the UAE, partnered with MediSun Energy, a brine management company, to launch a first-of-its-kind initiative in the UAE that will transform desalination brine into renewable blue energy and magnesium carbonate. The project aligns with the UAE's goals for innovation, decarbonisation, and resource efficiency. During the meeting, the board members leveraged the latest version of ADQ's AI Board advisor that integrates multiple AI tools to support decision-making. Built on ADQ's extensive knowledge base, the AI Board advisor provides expert insights and strategic recommendations to guide board discussions. Mohamed Hassan Alsuwaidi, Managing Director and Group Chief Executive Officer of ADQ, said, 'Under the visionary leadership of His Highness Sheikh Tahnoon bin Zayed Al Nahyan, ADQ continues to strengthen Abu Dhabi's economic resilience through targeted investments in high-impact infrastructure and strategic supply chains. The milestones achieved over the past quarter reflect our commitment to reinforcing the very foundations on which our emirate is built, while driving the continued growth of key economic sectors and creating commercial value for our shareholder.' The board reaffirmed its commitment to advancing ADQ's role as a strategic enabler of Abu Dhabi's economic diversification and global competitiveness. The meeting was attended by H.H. Sheikh Zayed bin Hamdan bin Zayed Al Nahyan, Jassem Mohamed Bu Ataba Alzaabi, Mohamed Hassan Alsuwaidi, Mohamed Mubarak Fadel Al Mazrouei, Dr Ahmed Mubarak Al Mazrouei, Sheikh Abdullah bin Mohamed Al Hamed and Kaj-Erik Relander. Follow Emirates 24|7 on Google News.
Campaign ME
19-06-2025
- Business
- Campaign ME
Aramex launches AI-powered campaign to combat scam messages
With phishing and impersonation scams on the rise, Aramex has launched an AI-generated awareness campaign to help customers distinguish legitimate brand communications from scam ones. Rolled out on the company's social media platforms, the campaign uses a deliberately surreal, AI-style video to spotlight the growing issue of scam messages targeting Aramex customers across key markets, including the UAE, Saudi Arabia and Jordan. The Aramex film starts with a conventional brand introduction before glitching into AI-generated visuals: delivery drones, people with box or animal heads, and surreal scenes that blur fiction and reality. The narrator shares a warning, 'Not everything you see in the digital world is real,' and then cautions viewers about scammers pretending to be Aramex, urging them to verify official communications and avoid acting on suspicious messages. The tone of the Aramex video – equal parts cautionary and absurd – intentionally mirrors the confusing nature of scam content online. The campaign draws from the insight that impersonation scams are not only growing in number but also evolving in sophistication. According to Help AG's 2024 State of the Market report, phishing and impersonation attempts accounted for 90 per cent of all cybersecurity incidents last year – pointing to a broader shift in how fraudsters exploit brand trust to deceive consumers. Mike Rich, Group CMO at Aramex, explained: 'With scams targeting our industry growing in volume and sophistication, traditional awareness methods simply weren't cutting through the noise. We adopted AI for the creatives in a classic case of fighting fire with fire. While the campaign protects Aramex customers, it's also a broader public service initiative relevant across all industries.' With scammers increasingly turning to AI tools to generate fake emails, cloned websites and deepfake content, Aramex chose to mirror this approach in a way that exposes its dangers. Shahir Sirry, Global Creative Director at Aramex, added: 'Scammers are using artificial tactics to deceive people, so we leaned into artificial visuals to highlight just how unnatural and misleading these tactics are. The irony is intentional – and hopefully impactful.' The initiative promotes three core safety measures: verifying senders through official Aramex channels, never paying through unofficial links, and maintaining vigilance across all platforms – including social media. Since its launch, the campaign has coincided with a 28% increase in downloads of the Aramex mobile app, which the company positions as the most secure platform for tracking deliveries and making payments. The video is being supported by a wider digital campaign rollout and is available to watch across Aramex's official YouTube, LinkedIn, Instagram, X and Facebook channels. Credits Aramex Chief Marketing Officer: Mike Rich Global Creative Director: Shahir Sirry
Mid East Info
19-06-2025
- Business
- Mid East Info
Aramex claps back at scammers with AI-generated fake video campaign - Middle East Business News and Information
Fighting fire with fire, the global logistics leader leveraged AI to create an innovative 'fake vs. real' awareness campaign addressing the surge in fraudulent communications to customers Dubai, United Arab Emirates;June 2025: Aramex, the leading global provider of logistics and transportation solutions, has launched an innovative AI-generated campaign to educate customers on identifying scams. The timely social media video directly addresses the alarming rise in fraud, such as parcel delivery scams ahead of holiday season, targeting customers across the Middle East. Using AI to generate fake Aramex branding alongside authentic company materials, the campaign video teaches customers how to distinguish legitimate communications and know when they are being scammed. This innovative approach transforms a serious security concern into an engaging, educational experience that resonates with today's digitally savvy consumers. Incidents of fraud have surged across key markets – including the UAE, Jordan, and Saudi Arabia, reflecting a broader global trend affecting customers of all major brands. Aramex customers regularly receive fraudulent SMS messages, emails, and social media communications from scammers impersonating the company, often requesting payment through unverified links or soliciting personal information (phishing). In fact, cybersecurity provider Help AG's annual State of the Market report[1] highlights an alarming surge in phishing and impersonation attacks – making up a whopping 90% of cybersecurity incidents in 2024. Mike Rich, Group CMO at Aramex said: 'With scams targeting our industry growing in volume and sophistication, traditional awareness methods simply weren't cutting through the noise. With our edutaining awareness content, we hope customers can identify the scammers' red flags. We adopted AI for the creatives in a classic case of fighting fire with fire, to expose these fakes and frauds. While our campaign specifically protects Aramex customers, it is a broader public service initiative relevant across all industries, as fraudulent communication tactics remain consistent regardless of the targeted brand.' Shahir Sirry, Global Creative Director at Aramex, explained the creative rationale: 'Scammers are using increasingly artificial and fake methods to deceive customers, so we thought – what better way to highlight this than through deliberately artificial content? The irony is intentional, and hence more powerful. Businesses worldwide are grappling with increasingly sophisticated fraud attempts that exploit trusted brand relationships to deceive consumers. By sharing detection techniques and verification methods, we aim to raise awareness that extends beyond our own customer base.' Aramex emphasizes three critical safety measures for customers to stay safe: Verify:Always verify that communications come from official Aramex channels before taking any action. Check sender details, official website links, and contact information against verified company sources. Payment Security:Never pay for services through links received via unverified SMS or WhatsApp messages. Ideally, always use the official Aramex mobile application for secure transactions and emails must originate from @ Stay vigilant:Apply the same verification standards to social media competitions and promotions. Legitimate campaigns will always be verifiable through official Aramex social channels. Since the video aired, there has been a 28% surge in downloads of the official Aramex mobile application, which provides the most secure method for tracking shipments, making payments, and accessing customer services. The AI-generated awareness video is now available across Aramex's official social media channels and will be supported by a comprehensive digital marketing campaign throughout 2025.
Zawya
18-06-2025
- Business
- Zawya
Aramex launches AI-generated video campaign to protect customers from scams
Dubai, United Arab Emirates: Aramex, the leading global provider of logistics and transportation solutions, has launched an innovative AI-generated campaign to educate customers on identifying scams. The timely social media video directly addresses the alarming rise in fraud, such as parcel delivery scams ahead of holiday season, targeting customers across the Middle East. Using AI to generate fake Aramex branding alongside authentic company materials, the campaign video teaches customers how to distinguish legitimate communications and know when they are being scammed. This innovative approach transforms a serious security concern into an engaging, educational experience that resonates with today's digitally savvy consumers. Incidents of fraud have surged across key markets – including the UAE, Jordan, and Saudi Arabia, reflecting a broader global trend affecting customers of all major brands. Aramex customers regularly receive fraudulent SMS messages, emails, and social media communications from scammers impersonating the company, often requesting payment through unverified links or soliciting personal information (phishing). In fact, cybersecurity provider Help AG's annual State of the Market report [1] highlights an alarming surge in phishing and impersonation attacks - making up a whopping 90% of cybersecurity incidents in 2024. Mike Rich, Group CMO at Aramex said: 'With scams targeting our industry growing in volume and sophistication, traditional awareness methods simply weren't cutting through the noise. With our edutaining awareness content, we hope customers can identify the scammers' red flags. We adopted AI for the creatives in a classic case of fighting fire with fire, to expose these fakes and frauds. While our campaign specifically protects Aramex customers, it is a broader public service initiative relevant across all industries, as fraudulent communication tactics remain consistent regardless of the targeted brand.' Shahir Sirry, Global Creative Director at Aramex, explained the creative rationale: 'Scammers are using increasingly artificial and fake methods to deceive customers, so we thought – what better way to highlight this than through deliberately artificial content? The irony is intentional, and hence more powerful. Businesses worldwide are grappling with increasingly sophisticated fraud attempts that exploit trusted brand relationships to deceive consumers. By sharing detection techniques and verification methods, we aim to raise awareness that extends beyond our own customer base.' Aramex emphasizes three critical safety measures for customers to stay safe: Verify: Always verify that communications come from official Aramex channels before taking any action. Check sender details, official website links, and contact information against verified company sources. Payment Security: Never pay for services through links received via unverified SMS or WhatsApp messages. Ideally, always use the official Aramex mobile application for secure transactions and emails must originate from @ Stay vigilant: Apply the same verification standards to social media competitions and promotions. Legitimate campaigns will always be verifiable through official Aramex social channels. Since the video aired, there has been a 28% surge in downloads of the official Aramex mobile application, which provides the most secure method for tracking shipments, making payments, and accessing customer services. The AI-generated awareness video is now available across Aramex's official social media channels and will be supported by a comprehensive digital marketing campaign throughout 2025. Watch the campaign video on: About Aramex: Founded in 1982, Aramex has emerged as a global leader in logistics and transportation, renowned for its innovative services tailored to businesses and consumers. As a listed company on the Dubai Financial Market (since 2005) and headquartered in the UAE, our strategic location facilitates extensive customer reach worldwide, bridging the gap between East and West. With operations in 600+ cities across 70 countries, Aramex employs over 16,000 professionals. Our success is attributed to four distinct business products that provide scalable, diversified, and end-to- end services for customers. These products are: International Express, encompassing Aramex's Parcel Forwarding Business (Shop & Ship and MyUS). Domestic Express Freight Forwarding Logistics & Supply Chain Solutions Sustainability is at the core of our vision and mission. To build a truly sustainable business, we leverage our core competencies to make a positive impact as responsible members of the communities we serve. Through partnerships with local and international organizations, we strive to expand our reach and benefit more individuals through targeted programs and initiatives, ensuring long-term positive change and community development. As part of our commitment to a sustainable future, we are dedicated to achieving Net-Zero emissions by 2050, aligning our efforts with global climate goals and integrating sustainable practices across our operations. For more information, please visit us: Contact Information: For Aramex: Mike Rich Group CMO mikeri@ Gambit Communications Showkat Rather Senior Account Manager-Sustainability & ESG showkat@ [1]
