Aramex, the Dubai-headquartered logistics giant, has deepened its partnership with Sprinklr to deliver AI-powered, real-time customer experiences across more than 65 countries.
Sprinklr, a unified customer experience management (Unified-CXM) platform used by leading global enterprises, announced the expansion on Tuesday.
The collaboration builds on a relationship that began in 2022 and aims to transform Aramex’s digital service capabilities across voice, messaging, and social platforms.
At the heart of the initiative is Sprinklr’s Case Management, Sprinklr Voice, and Conversational AI tools, which together help streamline interactions, resolve queries faster, and provide a consistent customer experience at scale.
“As e-commerce reshapes customer expectations, the need for instant, personalised service across digital channels has never been greater,” said Francoise Russo, Chief Digital and Technology Officer at Aramex.
“We are evolving beyond legacy systems to embrace AI-driven customer engagement. As a key partner in this transformation, Sprinklr is helping us scale seamless, real-time interactions while boosting operational efficiency.”
Aramex’s logistics operations span express delivery, freight forwarding, and e-commerce fulfillment. With digital touchpoints rapidly becoming the front line of customer interaction, the company has prioritised AI and automation to reduce resolution times and enhance service quality, especially in last-mile delivery.
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Sprinklr’s Growing Footprint
“We are excited to be part of Aramex’s transformative journey,” said Amjad Al Sabbah, Group Vice President for the Middle East and Africa at Sprinklr. “We look forward to continuing our success with our outstanding teams and building on the momentum we’ve gained in the region and the world.”
Sprinklr’s presence in the MENA region has grown as enterprises seek unified platforms that integrate CRM, social media management, and AI-enabled support tools.
With global logistics under pressure to meet rising customer expectations, the Aramex-Sprinklr partnership reflects a broader shift toward tech-first customer engagement in the sector.
WhatsApp & AI at Aramex Core
Since adopting Sprinklr Service in 2022, Aramex has implemented AI-driven automation and integrated WhatsApp as a core support channel.
This has enabled around-the-clock service delivery, streamlined case resolution, and improved customer satisfaction metrics—critical KPIs as the company scales its global footprint.
With the newly expanded partnership, Aramex is positioning itself not just as a logistics player, but as a customer-centric brand ready for the AI era.
Engagement
