Dubai’s Digital DEWA partners with Sitecore to improve customer experience

By Rahul Vaimal, Associate Editor
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Dubai Electricity and Water Authority (DEWA)’s digital arm Digital DEWA has decided to collaborate with the Danish customer experience management company Sitecore to improve its digital transformation. 

The deal was finalized and agreed upon as Mr. Marwan bin Haidar, Vice Chairman of Digital DEWA – Digital Sector and Mr. Steve Tzikakis, CEO, Sitecore signed a Memorandum of Understanding (MoU) during the participation of DEWA and its subsidiaries at the 40th GITEX Week.

The deal is in line with DEWA’s efforts to provide value-added services and enrich the customer experience. The state-owned utility service provider will Sitecore’s solutions to gain insights on customer digital experiences, analyze customer inquiries, and predict repairs through a new level of interactive, personalized experiences for its customers.

Saeed Mohammed Al Tayer
Saeed Mohammed Al Tayer

“We strive to provide an innovative and pioneering experience through smart services that save customers time and efforts using the latest disruptive technologies and Artificial Intelligence tools. This is in accordance with the Dubai 10X initiative, which mandates the Government of Dubai to be a global leader that is 10 years ahead of other cities through government innovation and reshaping the traditional work mechanisms. This also achieves the Smart Dubai initiative to make Dubai the smartest and happiest city in the world. DEWA adopts innovation and the latest Fourth Industrial Revolution technologies to provide services that help customers manage and monitor their consumption in addition to reducing the carbon footprint.

Speaking on the occasion, Sitecore CEO Mr. Tzikakis stated that “DEWA is one of the world’s most disruptive public utility companies and with the launch of Digital DEWA, Sitecore is proud to support the entity’s innovation agenda to achieve the objectives of the Dubai 10X initiative. Sitecore’s solutions and applications will support the UAE government’s digital transformation and spotlight the power of turning digital communications into data-driven customer engagement opportunities.”