Registration and networking coffee

Welcome remarks

Delivered by Dr. Fahad Al Twaijry, Director, Ejtemaat Events MENA LLC

Opening remarks: Can GCC become a customer centricity power house?

Redefining customer experience in the Kingdom

SPEAKER:

Abdullah M. Albahouth, General Manager of Insurance Excellence, General Organization for Social Insurance, KSA

Welcome & opening remarks from the Conference chairman

Keynote: Changing mindsets - The toughest leadership journey

The fast adoption of innovative technology combined with empathy and a focus on delivering incredible results has set a high bar in the minds of today’s consumers. Take examples such as Apple, AirBnB, Uber - these services have led to consumers having higher expectations in terms of benchmarking quality service. As mentioned above, simply having great technology or an excellent user interface isn't enough to make your company stand out from the others. Empowering your staff with the tools they need is also just as important!

SPEAKER:

Razan Al Mazroo, Innovation & Service Design Director, Digital Government Authority, KSA

Keynote: Should the CEO be the ultimate champion for customer-centricity?

Rethinking customer-centricity in the new world

- Is Customer Experience the topmost discipline for high performing companies?
- What are the biggest challenges in becoming Customer Centric? How do you solve them?

SPEAKER:

Eng Rayyan Samman, Group Chief Experience Officer, Saudi German Hospitals, KSA

Case study: Presented by Oracle