The Messaging Shift Saudi Arabia’s CX Leaders Can’t Afford to Miss
Nine out of ten Saudi adults are already on WhatsApp. The question for CX leaders: are you meeting them there? New research from Boston Consulting Group, commissioned by Meta, reveals how AI-enabled rich messaging is redefining customer engagement across the Kingdom.
A national postal service resolved 90% of customer inquiries within WhatsApp and cut operating costs by 75%, while a leading real estate developer saw a 5x increase in engagement rates versus email. These results came from treating messaging as a core operational channel, not a marketing add-on.
The report details how Saudi Arabian entities are designing continuous, two-way journeys across the customer lifecycle, and why extending messaging into fulfilment, support, and authentication delivers the greatest impact on customer satisfaction and cost efficiency.
Download the report for the data and frameworks to lead the next era of customer engagement in Saudi Arabia.
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