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
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 – 12:05
INNOVATION SESSION
Industry Insights 1
Industry Insights 2
Industry Insights 3
12:05 – 12:35
NETWORKING BREAK
12:35 – 13:05
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
13:05 – 13:25
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
13:25 – 14:10
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
14:30 – 15:00
CX & LOYALTY KSA AWARDS 2024
15:00– 15:10
CLOSING REMARKS BY THE CHAIRPERSON AND END OF THE DAY ONE
15:10– 16:10
NETWORKING LUNCHEON
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
10:45 - 11:30
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
11:30 - 11:50
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
11:50 - 12:20
NETWORKING BREAK
12:20 – 12:50
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
12:50 – 13:10
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
13:10 – 13:55
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
13:55 – 14:05
CLOSING REMARKS BY THE CHAIRPERSON AND END OF SUMMIT
14:05– 15:05
NETWORKING LUNCHEON
*This is a draft agenda. Timings are subject to change*
