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.
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.
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.
Two days of conference and one dedicated day for training and certification pathways.
Conference Chairman: Dr. Fahad Al Twaijry -Director, Ejtemaat Events, KSA
Conference Chairman: Dr. Fahad Al Twaijry -Director, Ejtemaat Events, KSA
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
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)
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
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
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
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
SPEAKER: Gökhan Nalbantoglu - VP & COO of Customer Experience in SAP EMEA South
SPEAKER:
Gökhan Nalbantoglu - VP & COO of Customer Experience in SAP EMEA South
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
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
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
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
SPEAKER: Amjad Al Sabbah - Regional Director EMEA - North Gulf , Sprinklr
SPEAKER:
Amjad Al Sabbah - Regional Director EMEA - North Gulf , Sprinklr
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
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
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
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
Charles Bennett President & Co-founder, CXSA Middle East
Charles Bennett
President & Co-founder, CXSA Middle East
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
SPEAKER: Mohammad Mortada - CX Data Solutions Lead, Oracle
SPEAKER:
Mohammad Mortada - CX Data Solutions Lead, Oracle
- 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
SPEAKER: Yash Sultania, CEO, Survey2Connect
SPEAKER:
Yash Sultania, CEO, Survey2Connect
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
Speaker: Nael Halawa, Managing Director, Globitel KSA
Speaker:
Nael Halawa, Managing Director, Globitel KSA
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
Speaker: Turki Al Sakran, CEO, Delight-cx, KSA
Speaker:
Turki Al Sakran, CEO, Delight-cx, KSA
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
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
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
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
Thoughts & Reflections of the day by the Chairperson
Thoughts & Reflections of the day by the Chairperson
● 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)
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.
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.
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.
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
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.
Revisit last year's inaugural conference as you plan and prepare for E3 2022.
It was an amazing crowd
@Evenex-meet
Follow #e3cxlive on social media for daily updates
Main Ballroom, InterContinental Riyadh, Saudi Arabia
7-9 June 2022
Email: info@e3cx.live
Tel: +971 4 554 1434
The 2022 conference agenda highlighting key conference topics, worshops and certification pathways is now available. Click here to view the programme.
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!
