Understanding Our Proprietary Methodology to Measure and Analyze Customer Loyalty (BLQ)
Strategies & Tactics to Cultivate Emotional Loyalty
10:50 – 11:35
PANEL DISCUSSION | THE SHIFTING SANDS OF CUSTOMER EXPERIENCE IN KSA'S BFSI
SECTOR: STRATEGIES FOR ELEVATING CLIENT SATISFACTION
A comparison across the KSA region of customer expectations, and evolving CX priorities
What are business leaders doing to enhance their customer experience promise
What are the main implementation challenges standing in the way of delivering exceptional client experience
11:35 – 11:45
INNOVATION SESSION
11:45 – 12:15
NETWORKING BREAK
12:15 – 12:45
FIRESIDE CHAT | EXPLORING LOYALTY STRATEGIES: TELCOS' ROLE IN ELEVATING CUSTOMER
EXPERIENCE FOR ENHANCED RETENTION
Crafting Tailored Experiences to Strengthen Customer Connections and Loyalty in Telco Services
Implementing Efficiencies and Streamlined Processes to Enhance CX and Drive Customer Retention in Telco Industry
Leveraging Technology and Data Insights to Anticipate Customer Needs and Foster Long-Term Loyalty in Telco Sector
12:45 – 13:05
MONETIZING THE CUSTOMER EXPERIENCE ACROSS DISCIPLINES – HOW TO BUILD A CX
PROGRAM THAT DRIVES TOP AND BOTTOM-LINE REVENUE
Unveiling the Framework for Revenue-generating Customer Experiences
Leveraging CX Initiatives to Boost Top-line Growth
Aligning CX Programs to Enhance Bottom-Line Revenue Streams
13:05 – 13:50
PANEL DISCUSSION | THE KEY TO UNSTOPPABLE BUSINESS SUCCESS: EMBRACING CUSTOMER CENTRICITY
The role of leadership in driving a customer-first mindset
The impact of continuous improvement based on customer feedback on long-term business performance in the FMCG & CPG sector
The ROI of personalized customer experiences and its effect on loyalty and revenue.
14:10 – 14:30
UTILIZING GAMIFICATION TO ELEVATE CX: LOYALTY REWARDS, MARKETING CAMPAIGNS, AND
USER EXPERIENCE ENHANCEMENT
Unleashing the Potential of Gamification to Drive Customer Retention and Loyalty Program Engagement
Harnessing Gamification Techniques to Captivate Audiences and Amplify Brand Awareness in the Digital Age
Innovating With Gamification to Enhance Customer Interaction, Product Adoption, and Overall Satisfaction
13:50 – 14:20
CX & LOYALTY KSA AWARDS 2024
14:20– 14:30
CLOSING REMARKS BY THE CHAIRPERSON AND END OF THE DAY ONE
14:30– 15:30
NETWORKING LUNCHEON
09:00 - 10:00
REGISTRATION & WELCOME COFFEE
10:00 - 10:05
OPENING NOTE BY THE CHAIRPERSON
10:05 - 10:30
EXCEPTIONAL CUSTOMER EXPERIENCE CAN BOOST YOUR BRAND VALUE AND EQUITY
Delivering outstanding customer experiences leads to higher customer satisfaction, which in turn fosters loyalty
Exceptional customer experiences create memorable interactions that customers share with others, whether through personal recommendations or online reviews
By exceeding customer expectations, a brand builds a unique value proposition that differentiates it from competitors, driving both customer preference and long-term equity growth.
10:30 - 10:50
BUILDING A LESS ARTIFICIAL AND MORE INTELLIGENT CX
Cultivating Genuine, Empathetic, and Customized Customer Experiences
Fostering Fluid Communication Across Various Platforms and Devices, Leading to Elevated Customer Satisfaction and Retention
Gathering Actionable Insights from Customer Interactions to Drive Better Decision-Making
10:50 - 11:35
PANEL DISCUSSION | UNVEILING THE FUTURE OF LOYALTY: ANTICIPATING THE NEXT GREAT
INNOVATION IN CUSTOMER LOYALTY PROGRAMS AMIDST METAVERSE, AI ADVANCEMENTS
Exploring Virtual Loyalty Experiences and Gamification in Customer Loyalty Programs
Harnessing Artificial Intelligence to Tailor Loyalty Rewards and Experiences for Individual Customers
Implementing Distributed Ledger Technology for Transparent and Secure Loyalty Programs in the Digital Age
11:35 - 11:55
ENHANCING VISITOR ENGAGEMENT: STRATEGIES TO ELEVATE DIGITAL BRAND
INTERACTIONS AND CREATE LASTING VALUE
Tailoring Digital Brand Interactions to Meet Individual Visitor Needs and Preferences
Implementing Dynamic Tools and Technologies to Foster Meaningful Visitor Interactions Across Digital Channels
Utilizing Analytics and Feedback Mechanisms to Assess and Enhance the Effectiveness of Digital Brand Interactions in Driving Lasting Value
11:55 - 12:25
NETWORKING BREAK
12:25 – 12:55
FIRESIDE CHAT | EXPLORING INNOVATIVE TECHNOLOGIES: DRIVING CUSTOMER EXPERIENCE IN
THE HOSPITALITY SECTOR
Evaluating the Advantages and Potential Pitfalls of Integrating Emerging Tech into Existing Hospitality Systems
Analysing How Innovative Technologies Can Enhance Guest Experiences and Foster Long-term Loyalty
Discussing Key Factors to Consider When Deploying New Technology Solutions, Including Scalability, Training, and Infrastructure Requirements
12:55 – 13:15
TRAILBLAZING CUSTOMER EXPERIENCE TRANSFORMATION: LEADING THE WAY IN KSA
Unveiling Innovative Approaches and Technologies Redefining Customer Interactions in Saudi Arabia
Showcasing Creative Methods to Cultivate Authentic and Impactful Customer Engagement
Examining the Role of Analytics in Informing Strategic Decision-Making and Enhancing Public Services through Customer-Centric Initiatives
13:15 – 14:00
PANEL DISCUSSION | NEXT-GENERATION CX IN RETAIL & E-COMMERCE: MAXIMIZING AI, DATA
ANALYTICS, AND PERSONALIZATION FOR SEAMLESS CUSTOMER EXPERIENCES
AI-Driven Retail Transformation- Revolutionizing Customer Experiences through Next-Generation CX Strategies
Data Analytics in E-commerce, Leveraging Insights for Enhanced Customer Engagement and Satisfaction
Personalization in Retail- Crafting Tailored Experiences to Drive Customer Loyalty and Conversion Rates
14:00 – 14:10
CLOSING REMARKS BY THE CHAIRPERSON AND END OF SUMMIT
