REGISTRATION & COFFEE
08:30 - 09:00
OPENING REMARKS BY THE CHAIRPERSON
Dr. Fahad Al Twajiry- Director, Ejtemaat
09:00 – 09:05
WELCOME MESSAGE
Eng. Abdullah Al Ghamedi- Founder & Chairman of the Board, Saudi CX Association
09:05 – 09:10
OPENING KEYNOTE
Is CX the big game changer? Are we doing enough?
Customer experience is constantly evolving, and businesses must strive to keep up. We are envisioning a future where technology plays a leading role in
transformation. What will 2030 look like? Working to redefine customer experience and create new standards for excellence, but are we doing enough?
Hear from a Global leader about the accomplishments and their next steps towards technology led transformation
09:10 – 09:25
PANEL DISCUSSION
Aligning CX Initiatives With Saudi Vision 2030
CX initiatives in Saudi Arabia are closely aligned with the goals of Saudi Vision 2030. This long-term plan sets out the Kingdom's targets for economic development and diversification, and CX plays a key role in achieving these objectives. By improving customer experience, businesses can drive growth, ensure customer loyalty, and better compete in the global marketplace. CX is therefore a key priority for businesses in Saudi Arabia as they look to achieve the goals of Saudi Vision 2030.
Panelist:
09:25 – 10:10
KEYNOTE PRESENTATION : WHY TO INVEST IN TRUST & SAFETY?
10:10 - 10:30
CASE STUDY : Total Experience: Going Beyond Traditional Customer Experience
This keynote provides an immersive explanation of Total Experience (TX) - a cutting-edge approach that transcends the traditional boundaries of Customer Experience (CX). Learn why TX is crucial in a customer-centric business environment, how it provides an extensive framework to propel Saudi Arabia's Vision 2030, and discover the concept of '5 Touches' through enlightening national case studies. This keynote will expose the pitfalls of one-dimensional strategies, revealing how a comprehensive TX approach can prevent customer disappointment and drive your business towards success.
10:30 - 10:45
THEME: THE FUTURE IS NOW
INSPIRATIONAL KEYNOTE PRESENTATION
The Vision for Hyper Personalisation:
Even before the pandemic personalisation had become an integral part of exceptional Customer Experience. However, the crisis made personalisation, empathy and the connection that go with it more crucial than ever. Learn what it takes to provide personalised care.
10:45 - 11:05
KEYNOTE PRESENTATION
Disrupting the CX Landscape: How Innovation is Driving Change
Gain insights into how innovation is transforming the CX landscape and how businesses can stay ahead of the curve by harnessing the power of innovation to improve customer experience and drive business growth. Key takeaways include understanding the latest trends and innovations in CX, discovering real-life examples of disruptive CX strategies and their impact on businesses, identifying key challenges in implementing disruptive CX strategies and gaining practical insights and best practices for designing and implementing successful CX innovation strategies. The speech also explores the importance of CX as a competitive differentiator and how innovation drives change in CX.
11:05 - 11:20
NETWORKING & COFFEE BREAK
11:20 - 11:35
CASE STUDY - The Future of CXM : How generative AI is changing the game?
11:35 - 11:50
PANEL DISCUSSION
Bridging the gap between disappointments created by technologies that don’t deliver their promises.
When it comes to customer experience, there’s often a big gap between what we expect from technology and what it actually delivers. This can be a huge disappointment, especially when we’ve been sold on a product or service that doesn’t live up to its promises.
Fortunately, there are ways to bridge this gap and create a better experience for everyone involved. Find out in this session.
Panelist:
11:50 - 12:25
FIRESIDE CHAT
Redefining The Omnichannel Approach: Focus On What Truly Matters
Customer Expectations have changed, however customers increasingly expect consistent information to be at their fingertips, regardless of channels they choose to engage with.
Getting the omnichannel design right for these targeted journeys requires a customer centric mindset that’s infused throughout the organisation.
Speakers:
12:25 - 12:45
CASESTUDY : Making the business more human in 2023
Join William O’Neill, General Manager Middle East at Qualtrics, to explore the power of human connection, and how the world's most successful companies are winning on Experience.
Get a first look at the latest innovations in XM that are helping organisations with Qualtrics solutions.
How to ensure the best customer experience through an employee program designed not just to keep people engaged, but keep customers happy, too.
12:45 - 13:00
KEYNOTE PRESENTATION
Building your organizations’ enabling XM technology stack
13:00 - 13:15