In this workshop session, you will have the unique opportunity to harness the power of consumer data and insights to create personalized experiences for different user groups; with a focus on:
• Optimising customer experiences with behavioural science
• Using data to target experiences to different user groups
• Understanding how to customise the tone, mood, and nudges to different segments

Workshop Leader:

Patrick Fagan - Chief Scientific Officer, Capuchin Behavioural Science

Screens, lockdowns, and a laser focus on efficiency have left consumers starving for authentic experiences, while younger generations increasingly want to ‘do’ rather than 'have’. In this keynote session, we learn how there is an enormous opportunity to improve on the same – and how behavioural science has given us seven magical ingredients for crafting winning experiences.

Speaker:

Patrick Fagan - Chief Scientific Officer, Capuchin Behavioural Science

Screens, lockdowns, and a laser focus on efficiency have left consumers starving for authentic experiences, while younger generations increasingly want to ‘do’ rather than 'have’. In this keynote session, we learn how there is an enormous opportunity to improve on the same – and how behavioural science has given us seven magical ingredients for crafting winning experiences.

Speaker:

Patrick Fagan - Chief Scientific Officer, Capuchin Behavioural
Science

• Key challenges for brands in the region to deliver valuable CX
• Key opportunities for brands to consider while planning CX strategies
• The meaning of seamless CXM and taking your brand to the next
  level

Speaker:

Abdullah Asiri - Founder & CEO, Lucidya

Understanding how CS forms a critical touchpoint from the discovery of a product to purchase and beyond. Delivering an ideal CX as per consumer expectations, defining a successful business outcome. How service functions contribute to CX
holistically.

Panellists:

Abdulaziz Felemban - Regional CX Expert
Anas Hemaid - Customer Success Director, Lucidya
Ehsan Bin -Abdullah - Director of Customer Experience, Tawuniya
Cary Lawton - Head of Group Customer Experience and Clienteling, Chalhoub Group

Session Chair:

Abhinav Mishra - Director Strategy, Martechvibe

• The Evolution of Customer Journey’s, Experience, and expectations
• Do Customers and Businesses/Brands see eye to eye? How big is the Gap?
• Where does the opportunity ahead lay - and what is, truly, the future of CX?
  

Speaker:

Ibrahim Almohaimede - Vice President & Managing Director -KSA, Unifonic

In today’s day and age, marketing and customer experience are arguably the two most critical components of business success that are coming together like never before. In this workshop session, Oliver will dive into how we can harness this collision to drive meaningful outcomes by -
• Identify the conflicts between marketing objectives and humancentricity
• Exploring the value of truly human-centric marketing activities and how to achieve it across the channels and customer journey
• Exploring tried and tested tips and tools to help you, and your colleagues, adopt a culture of human-centricity

Workshop Leader:

Oliver West (CCXP) - Regional CX Director, MRM

In this keynote address, you will learn how to take your customer experience to the next level and outcompete the big players, by -
• Offering personalised experiences to customers as a competitive advantage
• Flexible and agile to adapt quickly to customer needs, quickening response time to customer requests and inquiries
• Using empathy & creating personal connections with your audience to drive favorability & deliver the ultimate ‘experience’

Speaker:

Ricardo Trade - Deputy Chief Executive Officer, FIFA World Cup Qatar 2022

In this informative standalone session, Hazem takes us through an intersection of creativity and analysis, where the art and science of data mining in CX come together to drive business success, by -
• Navigating non-linear customer journeys using data
• Using what’s available to harness a CX plan of action to drive sales/growth
• Delivering messaging across multiple channels and devices to keep up with changing consumer behaviours

Speaker:

Hazem El Zayat - Chief Experience Officer, Memac Ogilvy

Retention has always been a crucial factor in the success of any business, and in this conversation with Tunc, you will learn how delivering exceptional experiences is the key to retaining loyal customers.
• The role of CX in overcoming the changing market conditions reducing customer churn
• Using product analytics to understand customer journeys and making informed strategic decisions
• Building Loyalty programmes around CX: the link between gaining customer loyalty & gaining market share

Speaker:

Tunc Ozcan - Director, Loyalty and Business Data Analytics, Nahdi Medical Co.

Session Chair:

Hetarth Patel - Managing Director UAE and Vice President MENA, WebEngage

When we use customer experience as a general term, we forget that a ‘customer’ can mean different things to different industries and sectors, but their end goal to deliver an optimal experience remains the same overall. In this mixed panel of experts from across industries - both public and private - you will hear about case studies, best practices & lessons learned while implementing CX strategies across organizations, and the challenges and opportunities that implementing an omnichannel strategy for citizen/customer/visitor engagement poses.

Panellists:

• Feras Ahmed - Chief Executive Officer, Silah Gulf
• Hatim Bawazir - Head of Visitor Experience - Events and Festivals Sector, Ministry of Culture
• Mohamed Hegazy - Director of Customer Experience, Almatar
• Dr. Sobhi Suleiman Agha - Group Chief Marketing Officer, SAB Investment Co.

Session Chair:

Ghada Al Talal - Marketing Director, Tamimi Markets

The customer’s voice is the most valuable asset in any business, and this keynote address is dedicated to exploring ways of amplifying that voice and giving it the attention it deserves. Here, Alex will focus on:
• The role of customer trust in loyalty and customer lifetime value
• How to build your own VOC program; insights from the Zappos journey
• Busting some common customer-related myths

Speaker:

Alex Genov - Head of Marketing Insights and Customer Research, Zappos Family of Companies

With Vision 2030 well underway and Saudi Arabia’s calendar jam-packed over the coming months, we examine how customer experience could be at the forefront of the country’s initiatives - how will the role of CX be important in measuring the impact and how the CX departments in the public sectors contribute to harmonizing the outputs of the Saudi vision to achieve the optimal quality of life?

Panellists:

Abdulaziz Alshamsan - Founder and CEO, CXKSA
Abdulaziz Alosime - General Director of Customer Experience, Riyadh Municipality
Abdallah Mohammed Alemran - Digital & Experiences Expert, CX Saudi Board member

Session Chair:

Abdullah AlGhamedi - Founder & Chairman of the Board, CX Saudi Association

The customer journey is never complete without taking the pulse of their satisfaction, and in this session, Tamer delves into the art of creating a seamless feedback loop to measure and improve the
same, by -

• Identifying the right metrics and methods to measure customer satisfaction
• Identifying the breaks and fixing fragmented customer journeys
• Does feedback feed into the product development cycle?

Speaker:

Tamer Elsabrouti - Director of Customer Group, OSN

The customer journey is never complete without taking the pulse of their satisfaction, and in this session, Tamer delves into the art of creating a seamless feedback loop to measure and improve the
same, by -

• Identifying the right metrics and methods to measure customer satisfaction
• Identifying the breaks and fixing fragmented customer journeys
• Does feedback feed into the product development cycle?

Speaker:

Tamer Elsabrouti - Director of Customer Group, OSN

Great design has the power to transform customer experiences, and this session will be your guide to crafting delightful user journeys that lead to exceptional CX. Here, you will learn:
• Digital Experience & its impact on CX: Empowering customers through intuitive UX design, designing for more inclusion and accessibility
• Blending online and physical experiences with the best of both worlds, making room for moments at any consumer touchpoint
• Enabling the seamless flow of integrated cross-channel data to influence experiences

Speaker:

Mostafa Kamel - Head of User Experience, Mrsool

Experience is the new currency in today’s marketplace, and this session will delve into how service design and gamification can come together to create engaging and memorable experiences for your customers.
• Techniques for incorporating game design elements, such as rewards and challenges, to improve engagement & motivation
• How to use service design methods, such as journey mapping and user testing, to optimize CX
• Best practices, tips and tools for measuring the success of service design and gamification efforts in CX

Speaker:

Razan AlMazroo - Innovation & Experience Design Director, Digital Government Authority, KSA