Conference Programme

07:30 - 08:00

MASTERCLASS REGISTRATION

08:00 - 10:00

Government Contact Center
Masterclass
Title: Building Next-Generation Government Contact Centers
AI for CX
MasterClass
Title: Mastering AI Tips and Techniques to Create the Customer Experience of the Future
CX Strategy
MasterClass
Title: Creating a Winning CX Strategy

09:00 - 10:30

GENERAL REGISTRATION & COFFEE

10:30 - 10:40

WELCOME REMARKS BY CHAIRPERSON

10:40 - 11:00

OPENING KEYNOTE

Building the Vision for a 360 Degree Shift in Saudi Customer Experience Practices

THEME : Challenges in CX

11:00 - 11:20

KEYNOTE ADDRESS

How can Leaders provide a Clear Direction so that their Organisations can Offer World-Class Experiences?
What can senior leaders do to guide their teams in delivering consistent, meaningful experiences while addressing customer needs and expectations?

11:20 – 12:00

PANEL DISCUSSION

Self Service Vs Agent Based CX – Where are we Heading? What do the Saudi Customers Want?
As emerging technologies reshape public expectations, government, and business leaders are now thinking hard about the Self-Service vs. agent-based models for CX. This discussion will explore in depth how AI, automation, and data analytics have changed scenarios and how we can enhance engagement, improve efficiency, and build trust while ensuring accessibility and inclusivity.

12:00 - 12:20

LIGHTNING TALK

12:20 - 12:50

PRAYER & NETWORKING COFFEE BREAK

THEME : Customer Centricity / Customer-First Approach

12:50 - 13:10

KEYNOTE ADDRESS

Building your organisation’s customer-focused CX values
In an interesting presentation, you will understand more about how to prepare your organisation’s customer-focused CX value statement. You will understand how modern government and business organisations plan customer experiences that will help customers accomplish real value. And also helps you prepare all stakeholders who are aligned with the CX values.

13:10 - 13:30

KEYNOTE PRESENTATION

13:30 - 14:15

PANEL DISCUSSION

Elevating Your Customer’s Journey to the Next Level
Customer surveys, analysis of customer feedback, employee training, and other methods, listen from top CX experts about how their CX teams put a Customer First Approach to improve their day-to-day performance and build friendly experiences and loyalty across their customer journey.

THEME : CX Technology Trends

14:15 - 14:35

KEYNOTE PRESENTATION

How To Successfully Integrate Cutting-Edge CX Technology into Your Business

14:35 - 15: 05

FIRESIDE CHAT : Leveraging AI to Retaining Top Levels of Customer Experience

15:05 - 15:50

PANEL DISCUSSION

Investment in Digital Channels that can Offer the Desired CX Experience – How to Master this Art?
Most organisations choose to invest in Digital Channels without ensuring these channels will ensure the desired experience often leading to poor customer loyalty and retention despite the huge investments. How can CXOs avoid this costly error? How can you choose the best channel for the job?

15:50 - 16:30

PRAYER & NETWORKING COFFEE BREAK

END OF DAY 1

07:30 - 08:00

MASTERCLASS REGISTRATION

08:00 - 10: 00

Government Contact Center
Masterclass
Title: Building Next-Generation Government Contact Centers
AI for CX
MasterClass
Title: Mastering AI Tips and Techniques to Create the Customer Experience of the Future
CX Strategy
MasterClass
Title: Creating a Winning CX Strategy

09:00 - 10:30

GENERAL REGISTRATION & COFFEE

10:30 - 10:40

DAY ONE RECAP & WELCOME REMARKS BY CHAIRPERSON

10:40 - 11:00

OPENING ADDRESS BY CHIEF GUEST

THEME: Learning from the Success of Winning Saudi Brands / Experiences

11:00 - 11:20

Fireside Chat 1: Hungerstation

11:20 - 11:40

Fireside Chat 2: Riyadh Air

11:40 – 12:00

Fireside Chat 3: Haj and Umra

12:00 - 12:40

PANEL DISCUSSION

CX Feedback on Social Media to Uncover Rich Insights into Customer Needs, Behaviors, and Perceptions

12:40 - 13:10

PRAYER & NETWORKING COFFEE BREAK

THEME : Role of Data in CX

13:10 - 13:30

KEYNOTE ADDRESS

Turning Customer Insights into Tangible CX Strategies
Making Sense of Membership, Loyalty, and other Data in Today’s organisations and How it can be used to Boost Customer Experience

13:30 - 13:50

CASE STUDY

Implementing a Data-Driven CX Approach and How It Impacts Sales Revenue

13:50 - 14:30

PANEL DISCUSSION

Building Trust in the Digital Age: Prioritizing Transparency in Data Usage
Explore how Clear and Ethical Communication about Data Practices Fosters Trust and Enhances Customer Loyalty.

THEME: Brand Experience & Customer Experience

14:30 - 14:45

KEYNOTE PRESENTATION

Top 10 Challenges Faced by CX Leaders while Ensuring both Brand Experience and Customer Experience Work for the Benefit of the Organisation

14:45: 15:00

CASE STUDY

How can you ensure that your CX becomes the strongest driver of your brand than the product itself or the price

15:00 - 15:45

PANEL DISCUSSION

Customer Experience Practises that can Elevate your Brand and Differentiate it from Competition

15:45 – 16:30

CX Hackathon Winners Announcement | CLOSING NOTE BY CHAIRPERSON

16:30 - 17:30

NETWORKING COFFEE BREAK

END OF DAY 2