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.
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.
Board Member@@International Foundation for CX in Government, Canada
Dr. Wafa Snaineh is a board member at the International Foundation for CX in Government and plays a key advisory role in Knowledge Development and Global Collaboration. She supports numerous whole-of-government CX transformation programs, collaborating with senior officials across Jordan, Saudi Arabia, UAE, Singapore, Estonia, Denmark, the UK, Australia, New Zealand, the USA, and Canada.
In 2009, she became the first Arab to receive the highest academic credentials in the field. Dr. Wafa spearheaded the research work that resulted in the development of the International Model for Customer Experience in Government, a transformative initiative involving more than 100 senior officials from 20 different governments.
As President of Gov Design Academy, Dr. Wafa collaborates with University College London to advance research on the competencies of front-line staff in CX transformation. She is also currently supporting the Abu Dhabi Government’s CX transformation agenda, including the Abu Dhabi Program for Effortless Customer Experience.
Dr. Wafa is the lead author of the Dubai Model for Government Services and played a founding role in both the Dubai Model Centre and City Makers, the Government of Dubai’s pioneering design lab. She also authored the Service Delivery Standards for Saudi Arabia’s government omni- channels and contributed to its digital transformation assessment method.
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, Saudi Arabia
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.
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.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: