Using Artificial Intelligence to Personalize Customer Experiences in the UAE
How Smart Tech is Making Us Feel Seen, Heard—and Even a Little Spoiled
You know when you walk into your favorite coffee shop and that beloved barista knows your order without you saying anything? That weird combination of surprise and delight? That feeling of “wow, they know me!”?
Now, think about that feeling… only online. At scale. Across banks, beauty brands, and shopping apps, and even car dealerships in Dubai.
That’s the magic of AI.
And, we are not talking about creepy robots that take over the world. We are thinking about AI finding its way into our lives across the UAE – mowing over bumps, anticipating our wants, and making us feel like we are important amongst a sea of digital noise. Let’s break it down, over a strong cup of karak.
P: The Problem—We’re Drowning in Digital, But Craving Human
Here’s the deal. The average person in the UAE interacts with dozens of digital platforms daily. Apps for banking, shopping, travel, loyalty programs, grocery delivery, learning—you name it. And while all this convenience is great (I mean, who doesn’t love getting groceries in 10 minutes?!), it also makes us feel a bit… well, lost in the crowd.
We swipe, click, scroll—and everything kind of blends into the same cold, corporate blur.
No one wants to feel like customer #2984. We want brands to “get” us.
Like, really get us.
That’s the emotional gap.
And if brands don’t bridge it? We bounce. Fast. Attention spans are shorter than a TikTok dance trend.
A: The Agitation—It’s Not Just Annoying, It’s Costing Companies Big
Here’s where things get a little messy.
UAE businesses pour millions into slick websites, campaigns, and loyalty programs. But without personalization?
It’s kind of like throwing spaghetti at the wall and hoping something sticks.
Here’s what’s happening behind the scenes:
- A customer lands on an ecommerce site. They’ve bought skincare before, but now they’re getting offers for hiking boots. Confused? Yep. They leave.
- A tourist downloads a Dubai hotel app and starts seeing Ramadan deals… in July.
- A longtime car leasing client gets a “Welcome, new customer!” email.
Yikes.
These blunders aren’t just embarrassing—they’re revenue killers.
In fact, studies show that 91% of consumers are more likely to shop with brands that remember their preferences and offer relevant recommendations.
And yet? Personalization is still stuck in 2016 for many brands.
S: The Solution—Enter Artificial Intelligence (The Non-Scary Kind)
Don’t think of AI like it is some big, bad scary Skynet system. It is more like a wingman, observing your life and habits, seeing what you do repeatedly to create and stimulate some useful nudges (without saying “I told you so away”).
And the UAE? Well, we are not trotting behind the pack of other countries.
From futuristic retail destinations on Sheikh Zayed Road, to AI-driven digital banking in Abu Dhabi, companies are throwing themselves at AI without hesitation or reservation. Not simply because it is cool, but rather because it works.
Now, let’s get down to it with some substance.
Smarter Shopping: When the App Knows Your Style Better Than You
Have you ever opened the Noon or Amazon UAE app and found that it, for some reason, is far too good at showing you what you want? That’s all AI.
It is not just guessing, it is reading you. It looks at your clicks, cart behavior, past orders, even the time of day you shop. So when you get the “You might also also like…” carousel, it is barely random.
Fashion is going a little further by using AI to suggest outfits based on body type, skin tone, and weather in Dubai (who wears leather boots in July).
AI at the Bank: Making Fintech Actually Feel Human
I’ll admit, banking apps used to make me break out in digital hives. Confusing interfaces, cold copy, and a million steps just to check my balance. But things have changed.
Mashreq Neo and Liv by Emirates NBD are good examples. These banks are actually using AI to:
- Predict your monthly expenses (and send alerts before you mess up)
- Suggest savings goals based on your lifestyle
- Recommend investment options tailored to your spending habits
It’s like having a financially-savvy friend who’s not annoying about it.
AI in Hospitality: Making Tourists Feel Like Locals
Hotels in Dubai and Abu Dhabi are leaning into AI-powered CRM (customer relationship management). That’s just a fancy way of saying—they remember what guests like.
Stayed in a seaview room with soy milk in your coffee last trip? Expect the same setup when you come back. No awkward re-requests.
Some resorts even use AI chatbots that learn from every guest interaction—getting smarter, funnier, and more useful with each conversation. (Honestly, sometimes they reply faster than actual people.)
Hyper-Personalized Marketing (That Doesn’t Make You Roll Your Eyes)
It’s finally happening: UAE Marketers are terminating the mediocre mass email blast. With solutions from Salesforce Einstein and Oracle CX, they are now developing emails, push messages and advertisements that are potentially less spammy by designing messages that seem to be from a well-meaning friend who is just snooping on your online activities, and suggests, “Hey, that hoodie you liked is 30% off today.”
Some might call the timing personalized! If you like the scroll until around 11 PM when you’re binging Netflix! That’s when you’re going to receive the push! Not the 9 AM during your daily Zoom!
Real Talk: But What About Privacy?
So, it’s not just sunshine and AI rainbows. Consumers – particularly here in the UAE – are becoming much more aware of data privacy. Companies have to find a balance between personalization and creepiness following the introduction of the UAE’s Personal Data Protection Law (PDPL). So the new golden rule of engagement is: Transparency + Consent = Trust. The smart brands of today don’t just personalize. They transparently explain how they’re doing it. They also allow you to manage your data.
So, What Does This Mean for Businesses in the UAE?
In plain terms?
- If you’re not using AI to personalize, you’re falling behind.
- If you’re doing it without respecting customer boundaries, you’re playing with fire.
- But if you nail the balance? You’ll win not just customers, but loyal fans.
And in this market—where competition is fierce and the bar is sky-high—fans are everything.
Case in Point: Small Business, Big AI Wins
Let me tell you about a friend of mine who runs a boutique perfume shop in Sharjah. She started using a simple AI tool that analyzed repeat customer orders and sent out personalized WhatsApp messages before Eid.
Nothing fancy—just,
“Hi Ayesha, your favorite musk scent is back in stock (and we’ve added a new rose blend you might love!).”
The result? Triple the orders in under 48 hours.
AI doesn’t have to be expensive. Or complicated. It just has to be thoughtful.
Clean and Sharp Conclusion: It’s Not the Future—It’s Right Now
AI is no longer optional for businesses in the UAE. It’s the standard for standing out in a market that’s fast, flashy, and fiercely customer-driven.
The brands that win hearts (and wallets) aren’t the ones with the fanciest tech. They’re the ones that use that tech to say:
“Hey, we see you. We hear you. We remember you.”
So next time your app feels like it read your mind—or your hotel room has your favorite snacks waiting—don’t freak out.
Smile.
Because that’s AI, quietly working its magic behind the scenes…
…just to make you feel a little more human in a digital world.
And honestly? That’s kinda beautiful.
