مؤتمر E3 تمكين تجربة العميل

E3 Customer Experience Conference

Transforming Experiences, Empowering Success

9 – 10 July 2024
Riyadh, Saudi Arabia

Official Event Partner

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OVERVIEW Empowering Customers in the GCC

The 4th Edition E3 Customer Experience Conference, officially supported by the National CX Academy Saudi Arabia held on 9 – 10 July 2024 in Riyadh, Saudi Arabia, is an annual event dedicated to exploring and enhancing customer experience strategies and practices across various industries.

Saudi Arabia’s CX market is witnessing remarkable growth, with a strong focus on customer satisfaction. Statistics show it’s expected to reach SAR 50 billion by 2025. New projects incorporating AI-powered chatbots, virtual experiences, and data analytics are revolutionizing customer interactions and driving loyalty, establishing Saudi Arabia as a CX leader on a global scale. Beyond the informative sessions, the E3 Customer Experience Conference fosters ample networking and collaboration opportunities.

Experience Economy Expert Certification Program

By Joe Pine

Joe Pine’s Experience Economy Expert Certification Course credentializes executives as officially endorsed experts in a rich portfolio of Experience Economy frameworks, ideation tools, and methods.

The focus is on transferring the knowledge, skills, and resources necessary for creating and enhancing compelling experiences – either for customers, guests, or employees. All the key elements from The Experience Economy (as well as some elements from Joe Pine’s other works) are explored and taught in depth.

Launching the CX Hackathon 2024

Upto 24 teams competing for the total prize money of 110,000 SAR

Guided by leading mentors and experts representing the rapidly emerging Customer Experience industry, the CX Hackathon is set to host upto 24 teams representing Young Saudi CX professionals and university students.

CX Hackathon creates the perfect opportunity for the next generation to learn, analyse, and derive practical and impactful knowledge related to customer experience. The CX Hackathon will also be greatly contributing to the development of CX knowledge in the kingdom and prepare the next generation of Saudi CX professionals and youth to innovate and provide world class CX services and solutions.

200 +

Delegates

Companies

Speakers

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E3 SERIES IN REVIEW

Over the past three editions, the E3 CX Conference has empowered attendees with a “Think and Do” approach, emphasizing hands-on implementation of adaptable CX tools. Learn from regional and international thought leaders to tackle pressing challenges in the CX industry. Gain invaluable insights at this transformative event.

TOTAL DELEGATES

OVER THE YEARS

2023

650+

2022

550+

2020

350+

WHO YOU’LL MEET AT E3?

The 2-day conference will bring together 750+ attendees from 30+ countries to connect with Global CX leaders across sectors like telecommunication, government, banking, healthcare, e-commerce, and retail. A tremendous networking opportunity awaits as attendees engage with top global brands participating in the event.

Job titles

Industries

C-Level Experience Economy Workshop

The C-level Workshop at the E3 CX Conference offers top executives a unique opportunity to delve into the intricacies of customer-centric strategies.

Led by a global seasoned industry leader and expert, this workshop provides indispensable insights and actionable advice on leveraging customer experience to drive organizational excellence.

Through interactive discussions and tailored best practice sharing sessions, participants tackle the challenges and opportunities of today’s competitive business environment. This initiative equips CEOs with the knowledge and tools needed to cultivate a culture of customer-centricity within their organizations, resulting in heightened customer satisfaction, loyalty, and business triumph.

Programme

08.00 - 09.00

REGISTRATION & NETWORKING

09.00 - 09.10

WELCOME ADDRESS BY THE CHAIRPERSON

09:10 - 09:30

OPENING KEYNOTE PRESENTATION:

Transforming Experiences, Empowering Success’ Preparing For The Journey Towards Customer Experience Excellence

Saudi Arabian organisations today are in a transition when it comes to customer experience. It is the responsibility of every professional from the top to bottom of an organisation to contribute to this process and do what it takes to face the challenges in this change.

In an interesting keynote presentation, you will find out how only those organisations that can create the vision and places where customers, employees will have successful experience will be willing to give you their attention and time and business.

09:30- 10:15

PANEL DISCUSSION:

Top 10 Best Practises for Boosting Satisfaction in Government Service Experience

KSA’s government agencies are massively investing to transform their or user customer experience. This interesting panel explores government sector CX best practices for enhancing customer satisfaction and loyalty using strategies such as personalized services, technology utilization, AI or and customer feedback systems. The discussions will revolve around what worked, how to set up continuous improvement is CX delivery, pitfalls that practitioners should avoid when it comes to help fostering a customer-centric culture aligned with Saudi Arabia’s long term goals and aspirations.

10:15 - 10:30

CASE STUDY 1: Leveraging Technology for Enhanced Customer Experiences

QuestionPro

10:30- 11:00

COFFEE BREAK

11:00 - 11:15

KEYNOTE PRESENTATION :

Technology to Revolutionize Customer Experience in Saudi Arabia
This keynote examines the pivotal role of technology in transforming the customer experience in Saudi Arabia. It delves into how innovative technologies are being leveraged to enhance and personalize the interactions between businesses and customers. The discussion highlights the specific technological advancements and digital solutions that have been implemented to streamline processes, improve service delivery, and create seamless customer journeys. This Keynote presentation provides insights into how to embrace digital innovations to create exceptional customer experiences and foster sustainable growth.

11:15 - 11:30

CASE STUDY 2: The Evolution of Customer Experience Through a Human-Centric Approach

New Metrix

11:30 - 11:37

LIGHTNING TALK 1: Is Investing In Customer Experience Worthwhile?

11:37 - 12:20

PANEL DISCUSSION :

Is Investing in CX a Cost or a Long-term Investment?

Most organisations consider investments in customer experience as an expense not as a long term investment. There are many who have invested in expensive systems but did not manage to ensure those systems either benefited their customers or the organisations in itself. In an interesting discussion top CX practitioners discuss key areas that need to be considered while choosing to invest in CX so its potential long-term benefits are delivered to the organisation.

12:20 - 12:35

CASE STUDY 3: Cybersecurity and Trust

Safeguarding Digital Customer Experiences in an Era of Privacy Concerns
Sprinklr

12:35 - 12:42

LIGHTNING TALK 2: Building Digital Marketing Strategies

12:42 - 13:10

COFFEE & PRAYER BREAK

13:10 - 14:00

PANEL DISCUSSION:

Boosting the Impact of Customer Experience Programs with the Power of Social Media

Top KSA public or private brands have years of history using social media as a way to reach customers mostly measured with the number of likes, followers and reviews. It is not new and the initial focus was on growing an audience on social media audiences and grabbing a share of attention offered by social media. In an interesting discussion, we will explore how top KSA CX leaders have evolved from the basic and are now managing to use the power of social media to create engaging customer experience, brand engagements and personalised interactions

14:00 - 14:15

CASE STUDY 4:

Nurturing Emotional Intelligence: Unlocking Extraordinary Customer Experiences

08:00 - 09:00

REGISTRATION & NETWORKING

09:00 - 09:10

WELCOME ADDRESS BY THE CHAIRPERSON

09:10 - 09:25

OPENING KEYNOTE PRESENTATION

Role of the Leadership in Defining the Customer Experience

Customer experience today is without doubt a key boardroom or leadership priority. However, statistics show that a majority of CX programme fail to take off as it did not receive the needed support from the top leadership and the boardroom. The second day begins with an opening keynote examines how the leadership at the topmost level should drive a positive experience for the organisations and its employees and create an invisible ripple effect of positive CX experience that flows down to the lowest level of the organisation that is facing the customer every day.

09:25 - 09:40

KEYNOTE PRESENTATION :

Unlocking the Brand Value via the Power of Customer Engagement

In this interesting presentation, delegates will explore how building meaningful connections and engagement with your customers can add to your organisations brand value and reputation, loyalty, and market presence. Organisations and brands that deliver strong CX and engagement are the ones that we want to connect as loyal customers and we recommend to our friends and family. Join this session as he / her will share practical ideas on how you help you while building a powerful engagement plan that can take your organisation to new heights.

09:40 - 09:55

PANEL DISCUSSION :

How Can Data Define Good Versus Poor Customer Experiences

Every one agrees that the data driven insights and decision making are huge when it comes to customer experience projects. Data also offers you options to delight your customers and remain competitive by offering you options to personalize every touchpoint across the entire customer experience journey of your customers. Listen to some of the top experts and understand how they created a data driven approach to their CX experience.

10:40 - 10:47

LIGHTNING TALK 1:

Data Driven CX Approaches

10:07- 11:00

COFFEE BREAK

11:00 - 11:15

KEYNOTE PRESENTATION:

Significance of Understanding the Customer Feedback

Recent research shows that 80% of organisations worldwide misread their market and believe they are delivering superior customer experience. It is not difficult for leading companies or organisations to fall into this trap and assume they're keeping customers happy. This session will help you with tips and techniques to transform your company’s CX into one that is continually improved by seeking constant feedback from customers' voices.

11:15 - 12:00

PANEL DISCUSSION:

Vital Significance of Understanding your Customer Journey is Key to Business Success

Organisations today need to have a clear idea about their consumers to increase interaction, sell to new customers, and retain existing ones. But CX leaders say that building an understanding of your customer journey is not easy and often misunderstood. After attending this session, you will understand how top organisations in KSA and other regions are doing to understand their customer journey better and how they are using it to improve customer experience while also achieving your business goals.

12:00 - 12:07

LIGHTNING TALK 2 :

Building A Winning Customer Experience Strategy

12:07 - 12:15

LIGHTNING TALK 3 :

Strengthening Employee Experience

12:15 - 12:30

CASE STUDY 2

Boosting Employee Engagement for Enhanced Productivity and Satisfaction in the Workplace:

This topic explores the significance of employee engagement in the workplace and its impact on productivity and satisfaction. It delves into the strategies and approaches used to cultivate a culture of engagement and foster a positive work environment.

12:30 - 13:00

FIRESIDE CHAT

Why Employee Experience is the Key Driver to CX

According to many recent reports, organisations that invest in and deliver superior experiences to both consumers and employees are able to offer CX, retain their customers and often charge a premium for their products and services. So how do leaders design EX to better align with CX?

13:00 - 13:15

PARTNER APPRECIATION CEREMONY

13:15 - 13:20

CLOSING NOTE BY CHAIRPERSON

2023 Distinguished Speakers

Unlocking CX Potential :
Discover Solutions at E3 in KSA

Be part of the leading CX community at E3 2024, where we will showcase our game-changing offerings to captivate a receptive audience. Maximize your brand’s impact through our sponsorship and branding opportunities, gaining widespread recognition among global CX leaders.