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Driving Revenue | Building Relations

THROUGH CX TRANSFORMATION & INCREASED BRAND LOYALTY

24 – 25 September 2024
InterContinental Riyadh, an IHG Hotel
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Event Overview
The annual 3rd Edition CX & Loyalty Summit & Awards KSA 2024 is a premier event dedicated to exploring and enhancing customer experience strategies and practices across various industries. With Saudi Arabia’s CX market experiencing remarkable growth and a projected value of SAR 50 billion by 2025, the region is becoming a global leader in customer satisfaction. New projects integrating AI-powered chatbots, virtual experiences, and data analytics are revolutionizing customer interactions and driving loyalty, further establishing Saudi Arabia’s position in the CX landscape. The summit focuses on the significance of strong customer experience, employee experience, and customer loyalty program management, which are fundamental to the success of many of the world’s leading brands. As customer expectations continue to evolve, CX has emerged as a key differentiator between brands, with two-thirds of organizations globally now competing primarily on customer experience. Business leaders have identified CX as their top growth engine, emphasizing the importance of prioritizing CX, EX, and CL strategies across all industries.
The 3rd Edition CX & Loyalty Summit & Awards KSA 2024 highlights innovative approaches adopted by leading organizations to manage customer interactions and maximize customer value. A stellar lineup of speakers from renowned brands and organizations will share insights into how digital experiences are reshaping various aspects of our lives and work. Through interactive keynote sessions, expert-led panels, and live case studies, the summit aims to deliver value-packed experiences, covering topics crucial to the CX industry’s success.

Key Takeaways:

  • CX has come a long way in Saudi Arabia, from traditional models to embracing digitalization.
  • Multichannel engagement is now the norm, offering customers choices and convenience.
  • The future holds the promise of anticipatory and hyper-personalized CX, powered by data and technology.
  • Saudi Vision 2030 is a driving force behind CX enhancements, fostering innovation and customer-centric solutions
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Who Will You Meet ?

CEOs/CIOs

Chief Marketing Officers

Heads of Customer Experience & UX

Heads of Digital Transformation

Heads of Customer Loyalty & Brand Loyalty

CXOs, VPs, Directors

Heads of Customer Insights & Analytics

Heads of Customer Value & Loyalty Partnerships

Heads of Rewards and Loyalty

Industries Covered

Tourism

Travel & Transport

Entertainment & Leisure

Retail

FMCG

Government

BFSI

Food & Beverage

Healthcare

Educational Institutions

E-commerce

Telecom

Hospitality

Aviation

Industries Covered
BFSI
RETAIL & E-COMMERCE
TELECOMMUNICATION
HOSPITALITY
TRAVEL & TOURISM
AVIATION
FMCG & CPG
OTHERS
Why You Should Attend ?
Join us for the highly anticipated 3rd Edition CX & Loyalty Summit & Awards KSA 2024, where industry leaders from diverse sectors converge to explore the latest trends in CX, EX, Loyalty, Customer Service, Digital Transformation, and more. This premier event will delve into cutting-edge CX strategies, emerging technologies such as Digitalization and Automation, and best practices designed to elevate your organization’s CX, EX, & CL initiatives to new heights. Prepare to be immersed in a dynamic agenda featuring insightful presentations, engaging panel discussions, and keynote addresses delivered by renowned global experts, panellists, and moderators. Connect with industry specialists from around the world, forge valuable partnerships, and gain invaluable insights through networking opportunities and knowledge-sharing sessions.
At the 3rd Edition CX & Loyalty Summit & Awards KSA 2024, discover innovative approaches employed by leading organizations to enhance customer interactions and maximize customer value. If you’re ready to drive innovation and join the ranks of industry trailblazers, don’t miss out! Register today to secure your spot and unlock a world of possibilities. The CXS Summit brings together the biggest names in customer experience and provides them with leading solutions in an environment conducive to forging long term business partnerships.
  • Gain valuable perspectives from renowned brands who prioritize CX, EX, and Customer Loyalty.
  • Participate in keynote sessions, expert-led panels, and live case studies designed to pack a punch.
  • Leave the summit equipped with practical strategies to elevate your customer experience and loyalty programs.
  • This summit focuses on the most critical topics shaping the CX industry, ensuring you receive the maximum value from your attendance.
  • Expand your network and enhance peer-to-peer learning with a larger audience and a broader reach of attendees.
  • Consult industry experts and get your toughest questions answered in-person.
  • Connect and build relationships with peers who have similar interests and career objectives using AI matchmaking tools and filters.
  • Enjoy on-demand speaking sessions and content that can be viewed anytime, anywhere.

Topic Highlights

Key insights on driving internal CX transformation successfully by prioritizing corporate culture.

Harnessing the power of brand communities to foster loyalty, retention, and advocacy among customers.

Unlocking the potential of artificial intelligence (AI) to deliver personalized and predictive customer experiences, from chatbots to predictive analytics, revolutionizing CX across industries.

Strategies for delivering personalized experiences that exceed customer expectations and drive transformation.

Unveiling the secrets behind how top brands retain customers and cultivate loyalty in a competitive landscape.

Techniques to enhance both customer experience and operational efficiency to foster loyalty and satisfaction.

Leveraging data, CRM, and marketing automation to create seamless customer experiences across channels.

Implementing strategies to deliver consistent and exceptional customer experiences across various channels.

Discover how healthcare organizations leverage CX strategies to improve patient outcomes and loyalty in a dynamic industry.

Driving customer loyalty and revenue growth through gamification strategies that engage and incentivize customers.

Strategies for ensuring that multi-channel experiences align with and reinforce your brand's promise.

Understanding the critical connection between the voice of the employee and the voice of the customer for CX success.

Utilizing social media to enhance brand perception and shape customer experiences positively.

Exploring the latest advancements in customer analytics and segmentation to gain deeper insights into customer behaviour.

Establishing effective complaint handling processes as a cornerstone of customer retention strategies.

Understanding how loyalty programs contribute to revenue growth and strategies for measuring their effectiveness.

Key Takeaways:

CX has come a long way in Saudi Arabia, from traditional models to embracing digitalization.
Multichannel engagement is now the norm, offering customers choices and convenience.
The future holds the promise of anticipatory and hyper-personalized CX, powered by data and technology.
Saudi Vision 2030 is a driving force behind CX enhancements, fostering innovation and customer-centric solutions
Schedule

Conference Schedule

09:00 - 10:00

REGISTRATION & WELCOME COFFEE

10:00 - 10:10

OPENING NOTE BY THE CHAIRPERSON

10:10 - 10:30

UNLOCKING CX POTENTIAL: ENHANCING CUSTOMER EXPERIENCE ACROSS THE ECONOMY

  • Cultivating Collaborative Synergy - Elevating Customer Experiences across Economic Sectors through Government-Industry Partnerships
  • Advancing Regulatory Standards, Prioritizing Customer-Centricity for Fair Competition and Enhanced CX
  • Leveraging Advanced Analytics to Inform Strategic Decisions and Optimize Service Delivery in the Economy

10:30 – 10:50

UNIFYING CUSTOMER AND EMPLOYEE VOICES: A STRATEGY FOR BUSINESS OPTIMIZATION

  • Deep understanding of both customers and employees significantly boosts a company's success
  • The interdependent bond shared by VOC and VOE fuels reciprocal advancement and elevates overall satisfaction levels
  • Vigilantly monitoring the effects of both VOC and VOE provides invaluable insights that shape strategic business choices

09:00 - 10:00

REGISTRATION & WELCOME COFFEE

10:00 - 10:05

OPENING NOTE BY THE CHAIRPERSON

10:05 - 10:25

SHAPING THE FUTURE: SAUDIZATION'S IMPACT ON CX AND BPO ADVANCEMENTS

  • Driving CX Evolution: Saudization's Influence on Business Process Outsourcing Innovations
  • Transforming CX Landscape: The Convergence of Saudization and Advancements in BPO
  • Embracing Tomorrow's CX - Empowering Saudization and BPO Progression

10:25 - 10:45

CONVERSATIONAL AI: BUILDING A LESS ARTIFICIAL AND MORE INTELLIGENT CX

  • Employing Conversational AI to Cultivate Genuine, Empathetic, and Customized Customer Experiences
  • Utilizing Conversational AI to Foster Fluid Communication Across Various Platforms and Devices, Leading to Elevated Levels of Customer Contentment and Retention
  • Harnessing Conversational AI to Gather Actionable Insights from Customer Conversations
View Full Schedule
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Impressions of the Previous Conferences

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Series Speakers

Meet Our Series Expert Speakers

Elevate your knowledge with industry leaders paving the way for tomorrow
HIMANSHU MALHOTRA

Advisor – Chairman’s Office
DEPARTMENT OF MUNICIPALITIES AND TRANSPORT

JS ANAND

Founder & CEO
LEVA HOTELS

SURYAVEER SINGH

Head of Loyalty
ENOC

SAIF ABDULLA AL HASSANI

Service Development and User Experience Section Heade
EMIRATES HEALTH SERVICES

AHMED KHBEER

Managing Partner & Group CEO
TAFASEEL BPO

ALBERT FERNANDO

Chief Executive Officer
TRAVELWINGS MIDDLE EAST FZ LLC

HAZEM EL ZAYAT

Founder & Chief Experience Officer – MENA
MEMAC OGILVY

ABED BIBI

Chief Marketing Officer
NAKHEEL

View All Speakers

Series Sponsors

Why Sponsor?

The 3rd Edition CX & Loyalty Summit & Awards KSA 2024, presents the perfect opportunity for solution providers to engage with key decision makers such as CXOs, Heads of Marketing, Heads of Customer Experience, Heads of Loyalty Programs etc., from diverse industries such as BFSI, Retail & E-Commerce, Telco, Hospitality, Travel & Tourism, Aviation, CPG etc., to differentiate their product and put forward their value proposition in this crowded marketplace. Some of the key reasons why you should sponsor:

This is your opportunity to cultivate relationships with key CX influencers and buyers at this exclusive event. Build your pipeline with qualified sales leads by taking advantage of one of our limited sponsorship opportunities now.

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