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CIO News

How Yegertek is delivering customer experience solutions using Microsoft, IP Engage365

Enterprises find themselves at an inflection point where customers are unlearning some of the pandemic ways, retaining some, and tracking back to a few pre-pandemic ones. So, there are multiple touch points, and consequently numerous data points, distinctive channel preferences, and shopping behaviours to synthesize.

For enterprises with obsolete and siloed technologies, effectively collating data, analysing the same, and deriving accurate insights can be challenging. So, their expectations from solutions providers revolve primarily around effective customer segmentation, AI, ML-powered hyper-personalisation, and insight-based loyalty programs and services. In fortifying their technological backbones, enterprises expect to not only address existing pain points but also stay nimble for future eventualities.

Enterprises find themselves at an inflection point where customers are unlearning some of the pandemic ways

Yegertek specializes in data-led CRM, experience-centric mobility, end-to-end loyalty solutions and wholistic user engagement, customised as per industry and individual requirements and needs. Differentiating itself from its counterparts, Yegertek emphasizes keeping customers at the core of its offerings and collating cross-channel data.

With proprietary solutions such as Puzzle, a best-in-class custom rule engine, and cutting-edge analytics, Yegertek is positioned as a solutions provider that can streamline operations and enhance efficiencies in industries such as hospitality, dine-in business, e-commerce, B2B, B2C. This distinction is from the ability to harness data, be receptive to emerging technologies, and stay adept in customised implementation.

Yegertek has spent years creating a wholistic platform that manages an end-to-end customer experience journey. Its key technology platform is Microsoft, on top of which the flagship IP Engage365 sits.  In addition, Yegertek has spent considerable time evaluating and forming strategic partnerships with key companies that complement the loyalty and CX domain.

With proprietary solutions such as Puzzle, Yegertek is positioned as a solutions provider that can streamline operations

From integrating with a strong marketing automation platform to creating an end-to-end SaaS ecommerce platform, Yegertek has attempted to map all customer touchpoints with tools that can capture engagements across multiple channels. This approach has allowed Yegertek to offer customers the complete nine yards of the customer experience domain, covering everything from a loyalty engine to a VOC engine, to advanced data analytics, to recommend engines, to marketing automation.

Clients include luxury department store Harvey Nichols in Qatar, cab-hailing leader eCabs in Malta, a global casual dining restaurant chain in GCC, a renowned high-end jeweller in UAE, a ceramics business, and a premium grocer.

Technology has given retailers a clear, granular, contextualised, and holistic view of their customers. At Yegertek, the focus is on the big-picture; to give omnichannel, cross-functional, and holistic value to organisations throughout the customer journey, combining advanced technological capabilities with domain-specific expertise.

Yegertek has spent years creating a wholistic platform that manages an end-to-end customer experience journey

The ultimate goal is to ensure that Yegertek enters into customer relationships where Yegertek can create avenues for partners to grow revenue, optimise their growth, and further expand their regional, global presence. As Yegertek accelerates its operational footprint, the focus remains on starting every relationship with a promise to offer a premium customer experience for clients.

Yegertek has had a steep learning curve in the last two years, underpinned by data proliferation, dramatic shifts in consumer behaviour, digitalisation across industries, and changing market dynamics. The most notable takeaway was the need to be technologically innovative and operationally agile, so as to build fundamental business resilience in the face of disruptions.

From what Yegertek gathered, brands that were digitally mature before the pandemic were best equipped to adapt and maintain business continuity. As a result, when the pandemic changed the equations, digitally mature brands saw opportunities where their less-mature counterparts saw challenges. Enterprises have also subscribed to the knock-on impact of employee experience on CX, leading to a reassessment of archaic practices and business models.

Microsoft Dynamics CRM-powered loyalty solutions, which are currently finding takers from all business quarters, will find greater traction in the next couple of years as enterprises increasingly seek efficiency in how, when, and where they reward customers. Concurrently, digitalisation will continue its breakneck pace, underscoring the need for sophisticated data analytics, mobility solutions, and greater AI, ML, and automation adoption.

While standalone technologies will generate their fair share of patronage, the uptake will be rather high for one-stop-shop offerings, with enterprises developing a penchant towards full suites that can handle end-to-end processes, from collating data to executing insight-led actions.


Yegertek has attempted to map all customer touchpoints with tools that can capture engagements across multiple channels and offers nine yards of customer experience domain.

Zain Shaikh, Co-Founder and Director, Yegertek
Zain Shaikh, Co-Founder and Director, Yegertek.