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About Us

The E3 CX Conference is a 3-day event bringing together CX experts and industry leaders from the region and beyond to connect, build relationships and discuss the most important topic currently faced in the CX world.

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Making customer centricity your game changer

NEXT LEVEL CX EXPERIENCES FOR SAUDI ARABIA

The E3 CX Conference returns for its second edition live and in-person, moving venues to KSA by popular demand. Set to showcase both regional and international CX success stories, this key gathering will connect the Middle Eastern CX community with recognized CX practitioners from the region and beyond to address strategies, technologies, and tools tailored to support CX reforms in alignment with Saudi Arabia’s Vision 2030.

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CX Thought Leaders and Practitioners

speakers

Abdullah M. Albahouth
Abdulaziz Alshamsan
Dr. Ghada Ahmed Al-Drees
Mohammed Aljedae
Razan Mohammed AlMazroo
Feras J. Ahmed
Naseem Almulla
Badar Khan
Dr. Sobhi Sulieman Agha
Alya Sairafi
Dr. Duaa Abaoud
Ehsan Bin-Abdullah
William O’Neill
Mohamed Ibrahim
Codin Caragea
Ranya Yahya
Mohammad Mortada
Waseem Yafi
Dr Shadi AlSwairki
Mohamed Taibah
Raquel Perez Nolla
Olga Potaptseva
Nisreen Al Shami
Charles Bennett
Sanjeev Aggarwal
Dr. Essam A. Al-Ammar
Dr. Hassan Somili
Stefan Osthaus
Turki AlSakran
Yash Sultania
Nael Halawa
Mohsen Malaki
Hamad Khan
Ahmad Mubarak
Safwat Alshawaf
Mithil Ajmera
Ibrahim Almohaimede
Paul Joustra
Ahmed Al Rabiah
Fawziah Al Hoshan
Olga Guseva
Amjad Al Sabbah
Osama Redaian
Feras Nagadi
Gökhan Nalbantoglu
Ahmed Farouk El-Hoseiny
Moayed. M Sultan
Hassan Mohammad

Showcase your CX solutions

As Saudi Arabian businesses undergo unprecedented reforms across public and private sectors, there are many challenges that new technologies can resolve. Are you bringing new and improved CX solutions, software and tools to KSA? Showcase them to the mass of the regional CX community at E3 2022 to ensure you promote where the audience is listening. A selection of sponsorship and branding opportunities are available to highlight your brand.

Conference programme

Two days of conference and one dedicated day for training and certification pathways.

2022 agenda

08:30 - 08:55 #Networking area

Registration and networking coffee

08:55 - 09:00 #Main conference area

Welcome remarks

Conference Chairman: Dr. Fahad Al Twaijry -Director, Ejtemaat Events, KSA

Conference Chairman: Dr. Fahad Al Twaijry -Director, Ejtemaat Events, KSA

09:00 - 09:20 #Main conference area

Customer Experience in GOSI

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

SPEAKER:

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

09:20 - 09:30 #Main conference area

Introductory Keynote

Introducing the conference theme: Making customer centricity your business game changer SPEAKER: Charles Bennett President & Founding Board

Introducing the conference theme: Making customer centricity your business game changer

SPEAKER:
Charles Bennett
President & Founding Board Member, Customer Experience Service Association Middle East (CXSA)

09:30 - 10:15 #Main conference area

PANEL DEBATE - The VIP Government Panel: Broadening the horizon of Citizen-centricity

GCC regional governments and business leaders are positioning their organizations to be key players in the world economy.

GCC regional governments and business leaders are positioning their organizations to be key players in the world economy. People's happiness, innovation and digital excellence are established priorities. All organisations undertaking this level need to seriously reflect on their progress at both a macro and micro level.

This debate evaluates how citizen-centricity has the ability to impact entire countries & nations? How are we doing so far? How long is the journey? What are the pitfalls and lessons learnt? Is it enough to have robust systems & governance in place or do we need to change behaviours & mindset by building passion, skill & confidence? What Is the ROI of Citizen experience?

SPEAKERS:

Abdulaziz Alshamsan, Executive Director General CX, Ministry of Human Resource & Social Development, KSA
Dr. Duaa Abaoud - Ministry of Municipality & Rural Affairs
Feras J. Ahmed, Chief Executive Officer, Silah Gulf
Moderator: Essam A Almmar, Associate Professor, King Saud University

10:15 - 10:35 #Main conference area

Case study: Presented by Qualtrics

Experience Transformation: How organisations win at CX in the 2020s - Hear our latest research on what consumers

Experience Transformation: How organisations win at CX in the 2020s

- Hear our latest research on what consumers expect from brands in the next decade
- Understand unstructured data and why it's critical to brands to remain CX leaders
- See the technology enabling brands to analyse and act on vast amounts of customer feedback

SPEAKER:

William O Neill, General Manager, Qualtrics Middle East, UAE

10:35 - 10:55 #Main conference area

Keynote: Why Customer Experience isn’t enough in 2022?

More than 90% of companies believe that Customer Experience is a business priority. Whilst rapid progress has undoubtedly

More than 90% of companies believe that Customer Experience is a business priority. Whilst rapid progress has undoubtedly been made, there are still many challenges. Building a customer centric organisation is a very different proposition to implementing good (operational) customer experience. Customer centricity challenges traditional service excellence at every level. It impacts strategy, culture, people, systems, structure, insight, process, performance measures etc. It requires a shift in culture, mindset & capability.
In this keynote we speak about the difference between customer experience and centricity. We will assess the implications of genuine customer-centricity for GCC markets. How do we get started on this journey? We will elaborate on the foundations of building a truly customer-centric organisation.

SPEAKER:
Codin Caragea, Head of Customer Experience, Bank Muscat

10:55 - 11:05 #Main conference area

E3 CX Excellence Honouring Ceremony

11:05 - 11:15 #Main conference area

Exclusive CX Announcement

HE Mohammed Al Jasser Assistant Minister - Ministry of Human Resources and Social Development Mr. Abdulaziz Alshamsan Executive

HE Mohammed Al Jasser
Assistant Minister - Ministry of Human Resources and Social Development

Mr. Abdulaziz Alshamsan
Executive Director General Customer Experience - Ministry of Human Resources and Social Development

Eng. Abdullah AlGhamedi
Chairman of the Board of Directors - CX Saudi Club

11:15 - 11:35 #Main conference area

Case study: It is all about the Customers' Experience.

SPEAKER: Gökhan Nalbantoglu - VP & COO of Customer Experience in SAP EMEA South

SPEAKER:
Gökhan Nalbantoglu - VP & COO of Customer Experience in SAP EMEA South

11:35 - 11:55 #Networking area

Networking and Coffee Break

11:55 - 12:15 #Main conference area

Panel discussion: What is the ROI of VOC? Qualitative vs Quantitative Research

Voice of Customer (VOC) programmes seem to garner the most attention, especially in the GCC region where VOC

Voice of Customer (VOC) programmes seem to garner the most attention, especially in the GCC region where VOC is seen as the silver bullet to the success of all Customer Experience Transformation programmes. What are the common pitfalls of relying solely on structured feedback mechanisms such as surveys and quantitative data? Should there be a focus instead on qualitative research to yield richer results? How is that scaleable and easily structured?

In this session, listen to 2 teams debate about the use of structured, quantitative, research vs the more unstructured, human-centred research?

SPEAKER:

Dr. Ghada Ahmed Al-Drees, Customer Experience Measurement Director, Ministry of Culture, KSA
Mohamed Taibah - CX Leader KSA, ORACLE

Moderator: Olga Potapseva, Agile CX Implementation Specialist, EU Customer Consultancy & CXSA

12:15 - 12:45 #Main conference area

CASE STUDY : Robots Don’t Cry

Digital CX & AI, the rise of Video engagement and how Metaverse is boosting CX SPEAKER: Paul Joustra

Digital CX & AI, the rise of Video engagement and how Metaverse is boosting CX

SPEAKER:
Paul Joustra -Head of Transformation, teleperformance

12:45 - 13:05 #Main conference area

Moving from insight to practical execution. The Journey in building a Customer Experience Center

Many companies work very hard in creating a powerful Voice of Customer and insight mechanism. This is just

Many companies work very hard in creating a powerful Voice of Customer and insight mechanism. This is just the start. Practical execution is the real challenge. This keynote explores one very workable way to make this a reality by building a Customer Experience Center. This has been applied to both private and government sectors incorporating best practices in making the journey a reality. Starting from the beginning, through the various stages of customer experience strategy, VOC and other insight, designing customer journeys, implementing prioritized change initiatives and achieving the strategic objectives that enriched the customer experience, raised customer satisfaction and achieved a target returns on investment.

SPEAKER:
Mohammed Al Jedae- Director of Customer Experience Monitoring and Management Government KSA

13:05 - 13:25 #Main conference area

Case study: Presented by Verint

These Customer Research Findings Will Power Your Organisation! Join this compelling and insightful session on the very latest

These Customer Research Findings Will Power Your Organisation!
Join this compelling and insightful session on the very latest customer engagement trends courtesy of the recently released, and internationally renowned, Verint Engagement Capacity Gap Research. This hot-of-the press, in-depth global study - which has run every year post-Covid - reveals:
● Fresh findings on evolving consumer preferences
● The key customer challenges and opportunities for 2022 and beyond
● The new capabilities your brand must embrace to meet customer expectation

SPEAKER:
Safwat Alshawaf, Country Director for Verint Saudi Arabia

13:25 - 13:45 #Main conference area

Case study: Humanizing CXM - Presented by Sprinklr

SPEAKER: Amjad Al Sabbah - Regional Director EMEA - North Gulf , Sprinklr



SPEAKER:
Amjad Al Sabbah - Regional Director EMEA - North Gulf , Sprinklr

13:45 - 14:55 #Networking area

Networking lunch

14:55 - 15:15 #Main conference area

Service Design: Service Design - the missed opportunity

Over the last decade, we have seen the CX industry born, boom and become business as usual. Now

Over the last decade, we have seen the CX industry born, boom and become business as usual. Now it's at risk of plateauing. Organisations have become accustomed to measuring metrics such as NPS and CSAT from afar and "Design-Thinking" has become an almost meaningless buzzword - overlapping with Technology, Product and Marketing teams in a race to drive the transformation agenda. But there is often a missing element, which can unify this fragmented approach - Service Design. As a truly inclusive and holistic way of working, Service Design welcomes people from a variety of backgrounds and disciplines and although having some visual communication skills is helpful, it's not a barrier to getting hands-on with key principles such as co-designing, sequencing, prototyping and evidencing.

In this keynote, we give a refresher on the fundamentals using real-world examples to energise managers to apply Service Design to deliver impact on strategic OKRs - including revenues, employee experience and market differentiation. Service Design remains a key enabler for bringing about meaningful change, transformation and innovation - to the customer, provider and stakeholders.

SPEAKER:
Hamad Khan - Experience, Design & Innovation Evangelist

15:15 - 15:35 #Main conference area

The Service Excellence to Customer Centricity conundrum. How to optimise your customer experience delivery strategy?

The Service Excellence to Customer Centricity conundrum. How to optimise your customer experience delivery strategy? Building a winning

The Service Excellence to Customer Centricity conundrum. How to optimise your customer experience delivery strategy?

Building a winning delivery strategy has always been challenging. Failure and underperformance rates are high and many strategies extrapolate on performance from the previous year. Traditionally, Customer Experience Strategies have been tacked on the side of business strategies rather than being “baked right into the center” - This creates a problem. Most companies identify themselves by their products and services. Customers do not buy products & services, they buy outcomes and experiences. Today’s companies need to align these considerably better.

This keynote examines how traditional best practice needs to evolve. What are the key differences between a customer-centric delivery strategy and a best practice service-excellence style approach? Why is this important? How can business leaders align the customer to be significantly more centre-stage? How can collaborative methods create ideas and buy-in?

SPEAKER:

Stefan Osthaus, President & Founder of the Customer Institute

15:35 - 16:20 #Main conference area

Panel discussion: Mind the gap! Linking business change with supporting technology effectively.

Organizations find technology support for customer centric change a challenge. Customers deal with journeys, outcomes & experiences with

Organizations find technology support for customer centric change a challenge. Customers deal with journeys, outcomes & experiences with associated emotions. Technologists deal with functional requirements and features. The real challenge arises when communication is required between these parties on account of un-alignment in their respective methodologies.

This session examines practical approaches to align customer outcomes to people to process technology alignment in a rapidly changing world. This session will examine some of the new approaches emerging and steps you can take right now to increase transparency and simplicity in what is a change minefield.

SPEAKER:

Badar Khan, Director of Digital Platforms, NEOM
Dr. Sobhi Sulieman Agha, Group Chief Marketing officer, SAB Investment
Alya Sairafi, Franchise Operations Manager KSA, Jordan, and Yemen, Pepsico
Ibrahim Almohaimede - VP & MD KSA, Unifonic

MODERATOR:
Olga Potaptseva - Agle CX Implementation Specialist, EU Customer Consultancy & CXSA

16:20 - 16:40 #Main conference area

Networking and coffee break

16:40 - 17:00 #Main conference area

Moving from traditional education excellence to student outcomes and experience

High education should focus on the student outcomes & experience rather than education excellence. They are very different.

High education should focus on the student outcomes & experience rather than education excellence. They are very different.
A good curriculum and great faculty supported by the latest educational technology is not enough.

Why is this the case? What are the elements of the student outcomes and experience ? What are the tools you need to build a great student experience? How do you plan to define it and build it? What are the benefits of student experience for both the student and the university? This keynote challenges traditional education norms and opens up ideas that may mean education may never be the same again.

SPEAKER:
Dr. Hassan Somili, Assistant Professor & Head of Marketing Department, Imam Muhammad ibn Saud Islamic University

17:00 - 17:10 #Main conference area

CLOSING REMARKS By The Chairperson

Charles Bennett President & Co-founder, CXSA Middle East

Charles Bennett
President & Co-founder, CXSA Middle East

17:10 #

End of day one

09:00 - 09:10 #Main conference area

Welcome & opening remarks from the Conference chairman

09:10 - 09:30 #Main Conference Area

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

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. 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!
In this keynote, learn how a leading government organisation went through transforming their culture by building emotional connection through deploying a people-centred culture.
SPEAKER:

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

09:30 - 09:50 #Main conference area

CASE STUDY : Omni-Connect Your Brand Free from Data Silos

SPEAKER: Mohammad Mortada - CX Data Solutions Lead, Oracle

SPEAKER:
Mohammad Mortada - CX Data Solutions Lead, Oracle

09:50 - 10:10 #Main conference area

KEYNOTE: A CEO’s guide to leading a CX transformation.

- The 3 building blocks of a CX transformation - Putting CX at the center of your digital

- The 3 building blocks of a CX transformation
- Putting CX at the center of your digital transformation
- leading by example
- prioritizing the CX enablers

SPEAKER:
Mohsen Malaki - Managing Director, Synergy Consulting Group

10:10 - 10:30 #Main conference area

Case study: Delivering True Omnichannel Customer Experience - The Right Way!

SPEAKER: Yash Sultania, CEO, Survey2Connect

SPEAKER:
Yash Sultania, CEO, Survey2Connect

10:30 - 10:50 #Networking Area

Networking coffee break

10:50 - 11:35 #Main conference area

Panel discussion: CX in the boardroom - In the Hot Seat

Is Customer Experience the topmost discipline for high performing companies? Should the CEO be the ultimate champion for

Is Customer Experience the topmost discipline for high performing companies?
Should the CEO be the ultimate champion for customer-centricity? What are the biggest challenges in becoming Customer Centric? How do you solve them?

Hear from Business Leaders in the GCC region & International experts as they answer some of the most pertinent questions that challenge Customer Experience.

PANELISTS:

Hammad Khan, Experience, Design & Innovation Evangelist
Stefan Osthaus, President, Customer Institute
Osama Redaian - Head of Operations, Bupa Arabia
Sanjeev Aggarwal - General Manager Business Excellence, CX & Digital Transformation, Petromin Express

Moderator: Hassan Mohammad

11:35 - 11:55 #Main conference area

Case study: How to Manage a Multi-channel CX Strategy

Speaker: Nael Halawa, Managing Director, Globitel KSA

Speaker:

Nael Halawa, Managing Director, Globitel KSA

11:55 - 12:40 #Main conference area

Panel discussion: Setting Digital Standards & the importance of UX & UI education

Most, if not all, services are either partially or fully digital in nature. Customer Experience, on the other

Most, if not all, services are either partially or fully digital in nature. Customer Experience, on the other hand, looks at the entire, end to end, customer journey which includes digital, physical and social interactions. The panel discusses the importance for CX professionals to understand the fundamentals of UX and UI design to seamlessly integrate when dealing with digital and more technical personnel and to better understand the limitations, boundaries and opportunities that digital interactions provide.

PANELISTS:
Feras Nagadi -Head of Customer Experience Sales - Middle East North, SAP
Ahmed Al Rabiah -Regional Vice President – Sitecore
Ehsan bin Abdullah, Head of B2B Customer Experience Lifecycle Design Sec, STC
Ahmed Mubarak - General Manager for Information Technology Governance, GOCI

MODERATOR:
Mohsen Malaki - Managing Director, Synergy Consulting Group

12:40 - 13:00 #Main conference area

CASE STUDY : CX Digital Transformation

Speaker: Turki Al Sakran, CEO, Delight-cx, KSA

Speaker:

Turki Al Sakran, CEO, Delight-cx, KSA

13:00 - 13:50 #Networking area

Networking lunch

13:50 - 14:10 #Main conference area

Keynote: CX Leadership 2.0 your transformation roadmap

This brittle and unpredictable world is changing too fast, leaving no stone unturned: long-term strategies are no longer

This brittle and unpredictable world is changing too fast, leaving no stone unturned: long-term strategies are no longer relevant, markets are rising and falling, products become obsolete before they are launched. How to maintain the focus on customer experience in such an environment, to keep people motivated, inspired and involved, how to drive innovation, transform processes and technology?

Becoming a true customer experience leader of tomorrow requires so much more beyond traditional CX tools and management skills of planning, organization, direction and control. The leaders of the future need well-honed people skills around change management, selling ideas, storytelling, facilitation, and people engagement. In fact, we all need to learn how to become a role model to drive customer-centric transformation.

This session helps you to:
● chart your own personal development journey
● get access to good value resources and tools, both locally and from around the world, to help you accelerate your journey and become the best you aspire to be.

SPEAKER:
Olga Guseva, Chief Executive, Integria & CXSA Board Advisor

14:10 - 14:55 #Main conference area

Panel discussion: How important is employee experience to your organisation?

There are a number of theories regarding employee experience most commonly focused on the theory of ‘if you

There are a number of theories regarding employee experience most commonly focused on the theory of ‘if you take care of your employees, they will take care of your customers’. However, this is easier said than done. There is not a one-size-fits all approach.

In this session, we share the practices of leading international organisations such as Virgin & RitzCarlton and draw comparisons with tech-driven companies such as Amazon, Google.

PANELISTS:
Mithil Ajmera, Commerce Director, iProspect, UAE
Dr. Shadi AlSwairki, Head of Operations & CX, BUPA Arabia
Nael Halawa - Managing Director, Globitel KSA
Fawziah Al Hoshan, General Manager, YouGotaGift
Moayed M Sultan - Customer Insights Director, General Organisation of Social Insurance.

MODERATOR:
Codin Caragea, Head of Customer Experience, Bank Muscat

14:55 - 15:15 #Networking area

Networking and Coffee Break

15:15 - 15:35 #Main conference area

Service safari - The technique that supercharges empathy for employees and accelerates staff experience

In this session, you will learn one technique, which has the power to transform the way your employees

In this session, you will learn one technique, which has the power to transform the way your employees work together. Service Safari is a tool which enables you to dive deep into your colleagues’ mindset in a very practical& experiential way. Attendees will walk away with a tool that they can immediately apply when they return to their organisation.

SPEAKER:

Raquel Perez Nolla - Founder of Culture of Excellent Service, CXSA Faculty Master Coach, Barcelona, Spain

15:35 - 16:20 #Main conference area

Special panel session involving the audience: Building a customer experience movement to inspire the whole GCC community

A final special panel that looks on how to revolutionize change within a company, community even a country.

A final special panel that looks on how to revolutionize change within a company, community even a country.

The C-Suite panel with contribution from the audience will debate how people and communities have used passion to overcome all the odds to deliver incredible results.
This talk is all about people. It is about inspiration. It is about collaboration.

Moderators:
Charles Bennett, President, Customer Experience & Service Association, Middle East Hassan Mohammad, Co-Founder & Chief Innovation Officer, Customer Experience & Service Association, Middle East

C-SUITE PANEL:
Naseem Almulla, Patient Experience Regional Head, Medical Services Directorate, Ministry Of Defense Health Services
Mohamed Ibrahim, EMEA COE, Uber
Ranya, Yahya, Marketing Director, Asalam Hospital/AlAhsa Hospital

16:20 - 16:30 #Main conference area

Closing note

Thoughts & Reflections of the day by the Chairperson

Thoughts & Reflections of the day by the Chairperson

16:30 #

End of day two

08:00 - 08:30 #Networking Area

Registration & networking

08:30 - 16:00 #Main conference area

3 Signature Programmes, in parallel

● Customer Service Foundation Certification (Raquel Perez Nolla) ● Customer Experience Foundation Certification, Arabic (Nisreen Al Shami &

● Customer Service Foundation Certification (Raquel Perez Nolla)
● Customer Experience Foundation Certification, Arabic (Nisreen Al Shami & Ehsan bin Abdullah)
● Customer Experience Foundation Certification, English (Charles, Hassan & Olga Guseva)

9:15 - 16:30 #

CERTIFICATION 1: CXSA Certified Customer Experience Foundation Programme

1 Day programme The Customer Experience and Service Association Middle East (CXSA) is delighted to offer the first

1 Day programme
The Customer Experience and Service Association Middle East (CXSA) is delighted to offer the first customer centricity education certification, designed specifically for people and organisations in the Middle East.
The CXSA education series consists of 12 core competencies split into the following streams:

● Core skills covered in the Practitioner Certification
● Structural skills covered in the Masters Certification
● People skills covered in the Leaders Certification
● Executive support skills covered in the Champion Certification
● Extended skills covered in the Specialist Signature Series

- Structural skills covered in the Masters Certification
- People skills covered in the Leaders Certification
- Executive support skills covered in the Champion Certification
- Extended skills covered in the Specialist Signature Series

The CXSA Foundation Certification is designed for:
● Practitioners who are already in customer centricity positions and want to gain an understanding of advanced next practice CX skills emerging.
● New entrants who need a road map through every competency necessary to creating a customer centric organization.
Foundation is a 2 day workshop aimed at orienting staff into the core components critical to building a customer-centric company, so change thinking and approaches are understood and supported. We recommend all staff in companies looking to become customer centric undertake this workshop.
The workshop gives delegates a CX Foundation Certification Delegates will also create their personal development roadmap to deliver against career aspirations.
Agenda includes the following topics
● Defining Customer Centricity versus Customer Experience
● Business impact with supporting case studies
● Core competencies for creating a customer centric company
● Best practice versus next practice
● Outcome based thinking
● Customer Journey Mapping
● VOC, Research and Insights
● Your role and roadmap


Charles Bennett
President & Founding Board Member, Customer Experience Service Association Middle East (CXSA)
Hassan Mohammad
Chief Knowledge & Innovation Officer/Founding Board Member, CXSA Middle East

Certification by CXSA for all those who attend this workshop and complete the online assessment exercise based on a real world case study in the last 2 ½ hours of the workshop to gain your certification.

09:15 - 16:30 #

CERTIFICATION 2: CXSA Certified Customer Service Foundation Programme - Delivering Customer Service for Practical and Significant Impact

1 Day programme After one negative experience, 51% of customers will never do business with that company again.

1 Day programme
After one negative experience, 51% of customers will never do business with that company again. In U.S. alone companies lose more than $62 billion due to poor service.
Yet increasing customer retention rates by 5% increases profits up to 95%.

Good service is no longer enough - companies that want to succeed need to be outstanding and remain so - forever!

This premier Certified Customer Service Programme is designed to build on the latest thinking and techniques. It is inspirational and highly participative supported by wide range of examples and case studies.

Part 1
- Next Practice Foundations
- Practical Impact
- Real World Challenges
- Definitions

Part 2 - Competitive Environment
- Characteristics of High Performers
- Customer Service Strategies
- I.S.E.R.V.E. Customer Service Model
- 7 Step Customer Service Strategy

Part 3
- Building a Customer Service Culture
- Alignment to Customer Experience Strategy
- Goal Setting & Performance Measures
- Recruiting your team
- Tools & Techniques
- Building Authority & Influence
- Performance Feedback

Raquel Perez Nolla Founder of Culture of Excellent Service, Coach and Trainer, Spain
Certification by: CXSA for all those who attend this workshop and complete the online assessment and workshop case study exercises.

#

CERTIFICATION 3: CXSA Certified Customer Experience Foundation Programme in Arabic

2 Day programme The Customer Experience and Service Association Middle East (CXSA) is delighted to offer the first

2 Day programme
The Customer Experience and Service Association Middle East (CXSA) is delighted to offer the first customer centricity education certification, designed specifically for people and organisations in the Middle East.
The CXSA education series consists of 12 core competencies split into the following streams:
● Core skills covered in the Practitioner Certification
● Structural skills covered in the Masters Certification
● People skills covered in the Leaders Certification
● Executive support skills covered in the Champion Certification
● Extended skills covered in the Specialist Signature Series

The CXSA Foundation Certification is designed for:
● Practitioners who are already in customer centricity positions and want to gain an understanding of advanced next practice CX skills emerging.
● New entrants who need a road map through every competency necessary to creating a customer centric organization.

Foundation is a 2 day workshop aimed at orienting staff into the core components critical to building a customer-centric company, so change thinking and approaches are understood and supported. We recommend all staff in companies looking to become customer centric undertake this workshop.

The workshop gives delegates a CX Foundation Certification. Delegates will also create their personal development roadmap to deliver against career aspirations.

Agenda includes the following topics
● Defining Customer Centricity versus Customer Experience
● Business impact with supporting case studies
● Core competencies for creating a customer centric company
● Best practice versus next practice
● Outcome based thinking
● Customer Journey Mapping
● VOC, Research and Insights
● Your role and roadmap


Ehsan bin Abdullah
Nisreen Al Shami

Certification by CXSA for all those who attend this workshop and complete the online assessment exercise based on a real world case study in the last 2 ½ hours of the workshop to gain your certification.

13:30 - 16:00 #

½ Day Signature Workshop

Creating a deep understanding and actionable insights to CXManagement & Customer Centric CX Design. CXStoryTM has been developed

Creating a deep understanding and actionable insights to CXManagement & Customer Centric CX Design. CXStoryTM has been developed by script writers, consultants and trainers who have;
● Written Hollywood feature films and TV series
● Worked as story editors for film and TV production companies
● Written corporate videos, brochures and sales and marketing scripts for Global brands, including Accenture, Kraft, Heinz, Federal Reserve Bank....
● Written brand materials, proposal documents and sales & contact centre scripts
● CXStoryTM want to work with you to impart our specialist knowledge and give you training and support to enable you to build bridges between people, grow your reputation, relationships, and influence.
● We will show you how to master your compelling CXStoryTM.....

During this session you will learn:
● The fundamentals of storytelling in business. When and where to apply to deliver maximum impact to your messages
● How to structure a business story using approaches that work for every type of business scenario
● Takeaway added-value ideas that will add impact your messaging and ideas

13:30 - 16:00 #

½ Day Signature Workshop

TOOL STUDY & EXERCISE WORKSHOP OPEN THE STAGE: Improv and theatrical methods in CX design Designers are often

TOOL STUDY & EXERCISE WORKSHOP
OPEN THE STAGE: Improv and theatrical methods in CX design


Designers are often thought of as problem solvers & solution creators. Historically, they have been left to their own devices, “thinking up" creative solutions for someone else to implement. But this “agency" model is now seen as increasingly outdated, risky and ineffective. Instead, a designer’s job today is to co-design with stakeholders – understanding them, and building solutions with them. Today, we design "with, not for."

This requires specific skills in facilitation, as well as suitable tools. In this presentation, we will look at how tools from theatre – such as rehearsal, improvisation, and dramatic arcs – are used to successfully understand needs, then envision & prototype how real services are delivered. We will even try some, live in the room.

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LOCATION DETAILS

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Main Ballroom, InterContinental Riyadh, Saudi Arabia

7-9 June 2022

Email: info@e3cx.live 
Tel: +971 4 554 1434

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2022 Preliminary programme released

2022 Preliminary programme released

The 2022 conference agenda highlighting key conference topics, worshops and certification pathways is now available. Click here to view the programme.

Save the date 2022!  Second edition of E3 confirmed to take place live and in-person in Riyadh, Saudi Arabia.

Save the date 2022! Second edition of E3 confirmed to take place live and in-person in Riyadh, Saudi Arabia.

The upcoming second edition of E3 is confirmed to take place live and in-person in Riyadh, Saudi Arabia. Mark your calendars and we look forward to welcoming you!