UAE Retailers Highlight Importance of Trust in Digital Transactions

May 4, 2026

76 min

May 4, 2026 15:31

## The Impact of Refunds on Customer Loyalty

Retailers in the UAE emphasize the critical role of trust in maintaining customer loyalty, especially during times of geopolitical uncertainty. Executives from Majid Al Futtaim and Visa stress that even minor issues like a failed payment or a delayed refund can significantly impact customer trust.

## Digital Trust as a Necessity

In a joint white paper, Majid Al Futtaim and Visa argue that the future of Gulf e-commerce relies heavily on consistent and reliable customer experiences rather than just technological advancements. Visa's regional executive, Devendar Agarwal, highlights the importance of systems built on trust, noting Visa's substantial investment in AI and data to enhance fraud prevention and payment security.

## Personalization and Customer Experience

Darren Taylor from Majid Al Futtaim points out that personalization should feel helpful rather than intrusive. He explains that understanding customer needs, such as suggesting a nearby restaurant before a cinema visit, builds trust, whereas irrelevant recommendations can undermine it.

## The Digital Shopping Landscape in the UAE

Digital shopping is deeply ingrained in the UAE, with 80% of payments being digital and a significant portion of consumers using mobile phones for purchases. However, high expectations mean that a single negative experience could lead to customers abandoning a brand.

## The Path to Seamless Retail Experiences

Taylor acknowledges that creating a seamless retail experience is a long-term process, requiring integration and discipline rather than just technological solutions. The focus is on moving from connected systems to connected customer journeys.

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