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Emirates, IKEA, Lulu Hypermarket Rank Among Top 5 UAE Brands for Exceptional CX in KPMG 2022 CEE Report

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The UAE’s top brands accelerated their digital transformation to improve engagement with customers during and after the pandemic, with Emirates, IKEA and Lulu Hypermarket overtaking a majority of retail brands with stellar customer experience. This is according to KPMG’s 2022 Customer Experience Excellence (CEE) report, which captured the views of more than 89,000 customers on their experiences with brands across the UAE.

Emirates has retained the top spot for upholding its legacy of outstanding service and customer engagement. Leading in all six CEE pillars, Emirates demonstrated a well-executed end-to-end CX. IKEA earned a CX top ranking for its wide range of product categories available at a one stop-shop, as well as its home delivery service featuring real time updates on the status and progress of orders.

Meanwhile, many companies steadily improved their CX rankings since 2017 as a result of accessibility of stores, high-quality of customer service and loyalty apps. Services such as digital solutions and immersive guest experiences, including upgrading their visual communications platforms to enhance scheduling flexibility and adding professional video syncing capabilities, earned companies a top spot with consumers.

Goncalo Traquina, Partner in Management Consulting and Head of the Customer Advisory at KPMG Lower Gulf said: “The findings from the latest edition of the KPMG CEE report show that customers value brands that offer an interconnected experience across multiple channels. Many are leveraging AI-driven tools like predictive analytics to deliver a hyper-personalized experience that resolve issues before customers are even aware that they exist. From customizing website-based customer activity to intelligently recommending products, reaching out to customers with individualized offers and rewards at the right moment, UAE brands are going the extra mile to capture consumers. As they navigate the road ahead, they will need to remain agile as consumers seek out a blend of online and offline retail experiences.”

Despite the convenience of online shopping, the report shows that customers are returning to physical stores now that restrictions have been eased post pandemic. As a result of this, brands will need to focus on using advanced predictive and prescriptive technologies to mitigate customer problems before they occur. The report showed that many UAE brands are using modern tools and technologies to analyze data, mine insight, and optimize CX metrics to drive increased business value. They are moving from simply measuring customer satisfaction to complex multilevel measurement frameworks that span end-to-end journeys and drive decision making.

The KPMG CEE report also pointed to a heightened focus on ESG, with a majority of customers expressing desire to make more sustainable or ethical purchases in the next six months. This matches the findings of the KPMG 2022 CEO Outlook, where 74% of CEOs expressed that ESG and digital investment were inextricably linked, with 62% planning to invest at least 6% of revenues in programs that would help their organizations be more sustainable.

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Hospitality

voco Bonnington Dubai Targets UAE Staycation Seekers with Flexible 36-Hour Hotel Experience

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No Plans, No Problem: voco Bonnington Dubai Makes the Last-Minute Escape Easy

Voco Bonnington Dubai is proving that a proper break doesn’t need weeks of planning, a packed itinerary or even a flight. Tucked into Jumeirah Lake Towers, the hotel is positioning itself as the escape that’s ready whenever guests are, whether that’s a spur-of-the-moment staycation or an easy Friday night out.

At the centre of the offer is a new 36-hour staycation, designed for anyone who wants more than a rushed overnight stay without the effort of organising one. Guests check in from 9am and check out at 9pm the following day, unlocking a full day and a half at the hotel for the price of one night, with breakfast included on both mornings and children staying free with complimentary kids’ menu meals throughout. It’s a format built for whatever the moment calls for: a long lie-in, an afternoon by the pool, or simply a comfortable space to work from before heading back into the city. The offer is bookable for stays until 6 September 2026, part of a wider IHG Hotels & Resorts initiative across more than 190 properties in the Middle East, Africa, India and South Asia.

For guests looking for something shorter and closer to home, Author’s Lounge offers its own no-planning-required escape with Friday Plot Twist, a weekly evening offer running every Friday from 6pm to 10pm. For AED 99, guests can enjoy three drinks and their choice of bites in the lounge’s stylish surroundings, an easy way to unwind after the week without needing to book ahead or go far.

Location adds to the ease. voco Bonnington Dubai sits minutes from DMCC Metro, Dubai Marina and JBR, giving guests quick access to the beach, marina walk and the city’s business districts, while the hotel itself, complete with pool, gym and food and beverage outlets, offers enough to make staying in just as tempting. Whether it’s a full staycation or a Friday evening out, the hotel is there to be dropped into, no advance planning necessary.

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Bobi Bowl Celebrates Hari Kemerdekaan Indonesia with Free Dessert on August 17

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Dubai-based Indonesian restaurant Bobi Bowl is marking Hari Kemerdekaan Republik Indonesia, or Indonesian Independence Day, on August 17 with a sweet thank-you to the UAE community that has supported its journey.

Guests dining in at Bobi Bowl on August 17 will receive a complimentary serving of Klepon Merah Putih, a special edition of the traditional Indonesian dessert created for the occasion. The chewy glutinous rice balls are filled with palm sugar and coated in freshly grated coconut. While klepon is traditionally green, Bobi Bowl has coloured this special version red to reflect the colours of the Indonesian flag.

The celebration comes as Bobi Bowl reflects on the past few months, which have not always been easy, but were made possible by the incredible support of the UAE community. As part of the occasion, Bobi Bowl also hopes to continue sharing the flavours of Indonesia with more people across the country.

Among its Indonesian best sellers are Beef Rendang, tender beef slow-cooked in a rich blend of spices and coconut; Beef Empal Gepuk, a sweet and savoury Indonesian beef dish cooked for 18 hours until exceptionally tender; and Nasi Ayam Geprek, crispy fried chicken served with fiery sambal.

This August 17, Bobi Bowl invites the community to celebrate Indonesia’s independence, one bowl and one sweet ending at a time. Bobi Bowl is located at Ground Floor, Shop No. 12, Wasl Port Views Building 5, Al Mina Street, opposite the Port Police HQ, Dubai.

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Address Jabal Omar Makkah Enhances Summer Pilgrimage Experiences with Night Umrah Stays

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As the summer evenings bring cooler temperatures to the Holy City, Address Jabal Omar Makkah invites pilgrims to experience the tranquility of Night Umrah, where worship, reflection, and comfort come together in one of Makkah’s most sought-after locations.

Located just steps from Al Masjid Al Haram, the spiritually centered luxury hotel offers guests the opportunity to perform Umrah during the peaceful evening hours before returning to refined hospitality, panoramic Haram-view accommodation, and thoughtfully designed experiences that place spirituality at the heart of every stay. Drawing on its exceptional location and guest-focused hospitality, the hotel continues to offer an experience centered on ease, comfort, and meaningful spiritual connection.

A Peaceful Time for Night Umrah

As temperatures become more comfortable after sunset, many pilgrims choose to perform Umrah during the evening, when the atmosphere around Al Masjid Al Haram becomes calmer and more serene. With its unrivalled proximity to Al Masjid Al Haram, Address Jabal Omar Makkah allows guests to move effortlessly between worship and rest, making the Night Umrah experience both convenient and deeply meaningful.

Whether preparing for evening prayers, returning after Tawaf and Sa’i, or embracing quiet moments of reflection, guests are welcomed into an environment thoughtfully designed around the rhythm of pilgrimage, allowing more time to focus on what matters most.

Moments Above the Holy City

Among the hotel’s most remarkable experiences is the iconic Sky Musallah, an elevated prayer hall set on a skybridge between the 36th and 38th floors. Recognized by Guinness World Records as the world’s highest suspended prayer hall overlooking the Holy Kaaba, the Sky Musallah offers panoramic views of Al Masjid Al Haram, providing an extraordinary setting for prayer and quiet contemplation above the city.

As evening falls and Al Masjid Al Haram is illuminated, guests can experience moments of serenity in one of Makkah’s most distinctive spiritual landmarks, creating memories that remain long after their pilgrimage has ended.

An Experience Rooted in Comfort and Spiritual Connection

Following moments of worship at Al Masjid Al Haram, guests can retreat to elegantly appointed Haram-view rooms and suites, thoughtfully designed to offer comfort, tranquility, and uninterrupted views of the Holy Kaaba and the city skyline. Dining experiences at The Restaurant and the Lobby Lounge celebrate Saudi and Hejazi flavors, with menus thoughtfully structured around prayer and fasting schedules.

Combining exceptional proximity to Al Masjid Al Haram, refined hospitality, and experiences inspired by the spiritual rhythm of Makkah, Address Jabal Omar Makkah provides an ideal setting for pilgrims seeking a meaningful Night Umrah experience this summer. The hotel’s recent international recognition at the 2026 Haute Grandeur Global Excellence Awards further reflects its commitment to delivering exceptional hospitality and memorable guest experiences.

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