Join us for an enriching series of workshops designed to tackle the most pressing challenges in customer service and strategic communication. Delve into the importance of Customer Experience (CX) and learn how to effectively measure and enhance it using key performance indicators (KPIs).
In today’s customer experience (CX) landscape, feedback is no longer a one-way survey at the end of the journey. Customers expect real-time, interactive, and conversational experiences that not only capture their voice but also shape how brands respond in the moment.
This workshop explores how WhatsApp can be transformed into a powerful channel for interactive feedback—capturing emotions, needs, and satisfaction at every stage of the customer journey. We’ll walk through how to design engaging WhatsApp flows, orchestrate them across touchpoints, and measure their impact with actionable insights.
You’ll see how to move beyond static feedback forms into dynamic, conversational interactions that fuel better decision-making, stronger engagement, and loyalty.
Regional Manager@@Question Pro, Saudi Arabia
Waleed has led 30+ enterprise-level Voice of Customer (VoC) programs across private, government, and semi-government sectors in Saudi Arabia. With deep expertise in CX measurement frameworks and workflow implementation, he specializes in turning feedback into actionable insights that transform customer journeys. Waleed’s strength lies in aligning organizations around measurable outcomes—helping leaders design journeys that are structured, scalable, and truly customer-centric.
CX Implementation Manager@@Question Pro
Kerolos Nashaat is the co-founder of CMILES CX, which was acquired by QuestionPro, and the co-founder of CXEGA – Customer Experience Egyptian Association. As a Solution Architect, he focuses on boosting the adoption of conversational CX on WhatsApp, helping organizations connect more effectively with their customers.
This 90-minute workshop offers a hands-on introduction to the International CX Maturity Framework and its four dimensions—Direction, Design, Development, and Delivery.
Participants will understand how to assess their institution’s maturity level, how to identify CX gaps, and explore practical strategies to embed human-centricity across public services.
The session includes tools, reflection exercises, and real-world examples, and concludes with certification for all attendees.
Consortium Member@@International Foundation for Customer Experience in Government, Canada
Dr. Hassan Khudair is a Consortium Member of the International Foundation for Customer Experience in Government and currently serves as Director General at the Gov Design Academy. He brings extensive expertise in customer experience in government, human-centred design, strategic planning, and public sector transformation.
Dr. Khudair has held senior roles at the University of Wollongong in Dubai and the Prime Minister’s Office – UAE, where he contributed to advancing government performance and embedding innovative approaches to service delivery. He earned his PhD in Performance Management in the Public Sector from the University of Bradford, and his work integrates academic rigor with practical implementation.
With a robust skill set spanning management consulting, change management, strategic planning, and performance management, Dr. Khudair has advised and supported multiple government institutions in strengthening customer experience and driving sustainable transformation.
What if everything you thought you knew about CX was wrong? Why is CX still not providing sufficient Value to be seen as vital in many organisations?
This workshop showcases a radical new approach to CX and CX Management, finally linking into Organisational Strategy and Value Creation, while still being fully compliant and aligned with the CXPA Frameworks and Philosophies. If you always do what you always did, you will only ever get what you always got – time to rethink CX and CX Management
Bullet point topics covered:
Managing Partner@@KCA Consultants & CXPA Middle East Regional Council & UAE
Marc Karschies (CCXP) is the Managing Partner at KCA Consultants, an international CX and Service Strategy consultancy firm based in Dubai. Marc is considered one of the leading experts on Customer Experience (CX) Strategy Integration and Service Quality Management in the MENA region. His cross-industry advisory includes Customer Experience and Service Strategy, Government Excellence Programs, Integrated KPI & Measurement Systems, and Channel Optimization. Marc holds the CCXP Accreditation and is a CXPA Recognized Training Provider (RTP) for the GCC and is member of the CXPA Regional Board. He is a frequent expert keynote speaker and Award Judge on Customer Experience and Service Quality Strategy. Marc is also the co-author of the Amazon bestselling book series "Customer Experience" (CX1, CX3 and CX4), and as the team lead he co-wrote the CXPA CX Body of Knowledge section on CX Strategy. In 2018 he won the ASQ MEA “Quality Professional of the Year” Award in recognition of his contributions and achievements in Quality Management in the Middle East region.
تتطرق الورشة إلى أنواع البروتوكول والمراسم والأنظمة والاتفاقيات المحلية والدولية التي تنظم العمل البروتوكولي بين الجهات الرسمية في المملكة، وكذلك تلك التي تنظم التعاون بين الدول. كما تتناول فن مقابلة الجمهور وواجبات العلاقات العامة في تنظيم العمل البروتوكولي، بالإضافة إلى اهتمام المملكة بالأعمال والمهام البروتوكولية في ظل رؤية 2030، وانعكاس البروتوكول على تجربة العميل.
خبير ومستشار في التخطيط الاستراتيجي والعلاقات العامة والإعلام
True digital maturity goes beyond passing assessments, it is about building intelligent, trusted, and human-centered digital ecosystems.
This workshop explores how customer experience (CX) can serve as the engine of readiness, enabling organizations to achieve stronger maturity outcomes today while laying the foundation for sustainable innovation and long-term digital leadership through practical frameworks and readiness strategies.
إن النضج الرقمي الحقيقي يتجاوز مجرد اجتياز التقييمات، فهو يتمثل في بناء منظومات رقمية ذكية وموثوقة ومتمحورة حول الإنسان.
تستعرض هذه الورشة كيف يمكن لتجربة العميل أن تكون المحرك الأساسي للجاهزية، بما يمكّن المنظمات من تحقيق نتائج أقوى في النضج اليوم، ووضع الأساس للابتكار المستدام والريادة الرقمية طويلة المدى من خلال أطر عملية واستراتيجيات للجاهزية.Customer and Digital Experience Leader@@CXPA Middle East
Abdalla Elbadawy is a pioneering Customer and Digital Experience leader with over 18 years of experience across Saudi Arabia and the wider MENA region. Recognized as the first CCXP-certified professional and the first Accredited Service Design Trainer in the MENA region, he has advised leading government entities and major organizations on building CX strategies, digital platforms, and transformation programs.
With the rapid pace of technological change and increasing customer demands, customer experience has become a critical differentiator. Yet, few organizations have truly mastered it. This workshop explores the power of customer-centricity as the driving force behind exceptional customer experiences. We’ll delve into the essence of customer-centricity, its crucial role in business success, and how leading brands have successfully embraced this mindset.
By the end of this workshop, the audience will:Founder & Managing Partner, Xperiente @@Bain & Co. External Advisor
Musa Hanhan brings 20+ years of expertise in customer experience, design, strategy, and product management. He helps global organizations of all sizes build and execute winning strategies that create world-class customer experiences
His passion lies in fostering customer-centric cultures within organizations, ensuring long-term success and growth through continuous practice of customer-focused decisions and actions
Customer experience (CX) has become a key strategic priority for organizations across industries. However, effectively measuring and enhancing CX through key performance indicators (KPIs) can be a challenge. In this workshop, you will explore how to identify the right CX KPIs, build a robust measurement framework, and leverage those insights to drive tangible improvements in the customer experience.
Key discussion points may include:
تتطرق الورشة إلى علم القيادة والتعاريف والمفاهيم الخاصة بها ، وإلى أنواع القيادة ، والى صفات القائد الناجح ، كما تتطرق الى بيئة العمل المثالية ، والى كيفية صناعة القادة الناجحين ، وكذلك تأثير القائد على تجربة العميل في المنشأة ، كما سيتم عرض نماذج قيادية مميزة ، والى صناعة القادة في ظل رؤية 2030 .
خبير ومستشار في التخطيط الاستراتيجي والعلاقات العامة والإعلام
