Registration and networking coffee

Welcome remarks

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

Customer Experience in GOSI

SPEAKER:

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

Introductory Keynote

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)

Welcome & opening remarks from the Conference chairman

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 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

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

SPEAKER:
Mohammad Mortada - CX Data Solutions Lead, Oracle

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 transformation
- leading by example
- prioritizing the CX enablers

SPEAKER:
Mohsen Malaki - Managing Director, Synergy Consulting Group