CX WORLD

About forum

The forum is one of the initiatives that contribute to raising the efficiency of services in the public and private sectors by facilitating customers' journeys to meet their aspirations and desires. It also addresses several topics, including customer experience strategies, research and measuring the customer experience, applications of artificial intelligence in managing the customer's voice, and several issues of interest to various vital industries. The concept of improving customer experience is a human-centered concept, and its importance, as well as its contribution to realising the aspirations and goals of any facility and making the human person the basis and centre of change.

speakers

Alec Dalton
Hospitality Leadership Academy
Gordon Tredgold
Leadership Principles LLC
Peter Halsor
Independent EX Head CX Riyad Bank
Stefan Osthaus
Customer Institute
Joe Macleod
Founder at andEnd
Kym Hamer
Artemis Futures
Olga Budieri
CXSA - EX Aramex
Olga Guseva
Integria Consult
Olga Potaptseva
CX Implementation Advisor
Raquel Perez Nolla
Culture of Service Excellence

Agenda

DAY 1 - CX WORLD 2024 CONFERENCE - 24 JANUARY

09.00 - 10.00

Registration & Coffee

THEME
10.00 - 10.10

Welcome and Introduction from the Conference Chairperson
H.E. Eng Mohammed Al-Jasser (Chairman of Cipher) and Honorary Member of Saudi CX Association

INTRO & OPENING
10.10 - 10.30

Welcome Address - How do you build Customer Experience to be Your winning strategy?
KEYNOTE

Speakers: Mr. Abdulaziz Al Shamsan, CEO, CX KSA

INTRO & OPENING
10.30 - 11.00

Customer Experience Theatrical Roleplay - with audience participation
Session leader Salman Qureshi, Lead Improv Actor and Coach, Courtyard Playhouse

INTRO & OPENING
11:00 - 11.20

The Implication of a rapidly changing Experience Economy - the good, the bad and the all too common ugly!
KEYNOTE

Speakers Charles Bennett, President & Co-founder, CXSA Middle East AND Hassan Mohammad, Chief Innovation Officer & Co-founder, CXSA Middle East

CUSTOMER-CENTRICITY FRAMEWORKS & VISION
11.20 - 12.15

Moving CX to a profit centre operation offers opportunity for massive return - but at what risk to the organisation? - PANEL DEBATE
2 teams debating each other - 40 minutes Audience questions - 15 minutes

Panelists

Olga Potaptseva, Founder and CEO, CX Panda

Yasser Eitani, Head of Experience and Operations, Tree

Reem Al Harbi, CX Manager, NEOM

Moderator

Olga Budieri, ex. Global Head of CX Strategy, Aramex, CX Thought Leader

CUSTOMER-CENTRICITY FRAMEWORKS & VISION
12.15 - 12.45

Coffee Break & Zhuhr Prayer
12.45 - 13.05

Design That Makes Sense: Uncovering the Sensory Elements in CX”
KEYNOTE

Speaker Alec Dalton, ex Head of Global Quality, Marriott International, Customer Experience and Customer Service Author and Thought Leader

DESIGN THINKING & INNOVATION
13.05 - 13.50

Government Panel - Citizen-first government goes way beyond digital, what are we missing?
PANEL

Panelists

AbdulAziz AlShamsan, CEO, CX KSA

Nasser F BinDhim, Chairman of the Beneficiary's Experience

Committee, CHI and Secretary General, Consumer Protection Association

Moderator

Charles Bennett, President & Co-founder, Customer Experience & Service Association (CXSA) Middle East

GOVERNMENT/CITIZEN EXPERIENCE
13.50 - 14.30

Unconferencing & Co-creation session: NO AGENDA, ANY QUESTION TO A WORLD CLASS PANEL Participative session with audience exploring challenges and opportunities in KSA - INTERACTIVE SESSION
Session leader Adam Lawrence, Author TiSDD (This is Service Design Doing), Adjunct Professor IE Business School, Service Design Thought Leader

Subject Matter Experts: Kerry Bodine, Author of Best seller: Outside-in, ex VP CX, Forrester Research

Sandra Thomson, Founder at Ei Evolution, University Lecturer on Emotional Intelligence & Employee Experience

Hatim Bawazir, Head of Visitor Experience, Ministry of Culture

DESIGN THINKING & INNOVATION
14.30 - 15.15

Lunch & Asr Prayers
15.15 - 15.45

Customer Service Theatrical Roleplay - with audience participation
Session leader

Salman Qureshi, Lead Improv Actor and Coach, Courtyard Playhouse

CULTURE, EMPLOYEE EXPERIENCE & STAKEHOLDERS
15.45 - 16.40

The Psychology of EMPLOYEE experience is an overlooked component. How can we harness ideas that can impact employee engagement & motivation immediately?
PANEL

Panelists

Sandra Thomson, Founder at Ei Evolution, University Lecturer on Emotional Intelligence & Employee Experience

Raquel Perez Nolla, Founder & CEO, Culture of Excellent Service

Sahal Khan, Culture & Wellbeing Manager, ROSHN

Gordon Tredgold, CEO at Leadership Principles LLC, Board Member at CEO World Magazine, TEDx speaker, Author. No. 6 of 30 Leadership experts

Moderator

Sandra Thomson, Founder at Ei Evolution, University Lecturer on Emotional Intelligence & Employee Experience

CULTURE, EMPLOYEE EXPERIENCE & STAKEHOLDERS
16.40 - 17.00

Differentiate your products and services through Customer-Centric Experience Design
Speaker

Markus Hohl, ex Head of Service Design at JP Morgan, CX Thought Leader

CULTURE, EMPLOYEE EXPERIENCE & STAKEHOLDERS
17.00 - 17.20

Maghrib Prayers
17.20 - 17.40

The Lies You — Yes, You — Tell With Data
From fueling customer insights to delivering personalized interactions, quantitative data has become a fundamental component of successful and profitable customer experiences. And yet almost 87.5%* of data that’s shared within organizations is either ineffective or misleading. In this eye-opening keynote, author and customer experience expert Kerry Bodine will share her analysis of incorrect data usage in our field — and offer tangible steps for becoming a data truth teller.

Speaker

Kerry Bodine, Author of Best seller: Outside-in, ex VP CX, Forrester Research

CX INSIGHT & VOC
17.40 - 18.00

CX is not what you think. Find out how neuroscience can help us deliver more effective Customer Experience programmes
Speaker

Sandra Thomson, Founder at Ei Evolution, University Lecturer on Emotional Intelligence & Employee Experience

EMOTIONAL INTELLIGENCE
18.00 - 18.15

Day 1 Round up
Conference Chairperson

DAY 2 - CX WORLD 2024 CONFERENCE - 25 JANUARY

09.00 - 10.00

Day one recap
Speaker

Eng. Abdulaziz alshamsan: CEO, Saudicxa

THEME
10.00 - 10.20

Visitor Experience innovation and initiatives that are transforming the industry.
KEYNOTE

Speaker

Hatim Bawazir, Head of Visitor Experience, Ministry of Culture, KSA

VISITOR EXPERIENCE
10.20 - 11.00

People are the key integrator and differentiator in Visitor Experience. How do you develop them to be amongst the best?
PANEL

Panelists

Feras Hameedaddin, CX Director, Pilgrim Experience Program (PEP)

Dr. Ammar Attar, Umm al Qura University, KSA (Hajj and Umrah Experience) - To be agreed and finalised

Hatim Bawazir, Head of Visitor Experience, Ministry of Culture, KSA

Moderator

Alec Dalton, ex Head of Global Quality, Marriott International, Customer Experience and Customer Service Author and Thought Leader

VISITOR EXPERIENCE
11.00 - 11.20

Designing ends and futures: Skills in creativity, imagination & Innovation that they won't teach you in traditional CX.
KEYNOTE

Speaker

Joe Macleod, TEDx Speaker, Founder & Head of Endineering at andEnd

DESIGN THINKING & INNOVATION
11.20 - 12.00

The most interesting innovation ideas that have arisen in 2023 and how we can apply to our business, PANEL DEBATE
Panelists

Naseem Al Mulla, Customer Excellence Head, CHI (Council of Health Insurance, KSA)

Usamah Jan, Digital Senior Director, NUPCO (ex Service Transformation Director at DGDA)

Kerry Bodine, ex VP CX at Forrester, Author of Outside-in, Founder at Bodine and co

Moderator

Hassan Mohammad, Co-founder and Chief Innovation Officer, CXSA Middle East

DESIGN THINKING & INNOVATION
12.00 - 12.30

Zhuhr Prayer and Coffee Networking
12.30 - 12.50

Practical Strategies in Emerging Technology - how do you embed Virtual Reality into your Corporate Development Programmes?
Is the technology mature enough?

How does VR supported training work?

Practical Case Studies

5 point plan to get started without high cost or risk

Speaker

Hammad Khan, Managing Director, Middle East and Africa, Designit (WIPRO)

CX Technology and Future
12.50 - 13.50

What will Artificial Intelligence really give CX in the next 2 years? Will we really be talking to a futuristic, conscious creature that can help us or is this no more than an intelligent calculator which is only really there to bring costs down?
PANEL

Speakers

Dr. Tahir Hussain, Group Chief of Operations Excellence, SEHA (Abu Dhabi Health Services Authority)

Dr. Dina Alismail, Executive Director Healthcare Leadership Academy, SCFHS (Saudi Commission for Health Specialities)

Moderator

Markus Hohl, ex Head of Service Design at JP Morgan, CX Thought Leader

CX Technology and Future
13.50 - 14.20

Storytelling Theatrical Roleplay - with audience participation
Session leader

Salman Qureshi, Lead Improv Actor and Coach, Courtyard Playhouse

ENTREPRENEURIAL
14.20 - 14.40

Building your Leadership Brand, empowering you to be the best they can be
KEYNOTE

Speaker

Kym Hamer, Founder at Artemis Futures, Leadership Visibility and Personal Branding Expert

ENTREPRENEURIAL
14.40 - 15.20

LUNCH & ASR PRAYER
15.20 - 16.00

Operationalizing CX in the middle east. Linking CX with Arab Culture Context
PANEL

Speakers:

Dr. Abeer Al Subait, Corporate Deputy Executive Director PX, MNG-HA

Olga Budieri, ex Head of CX at Aramex

Peter Halsor, ex. Chief Customer Experience Officer at Riyad Bank

Moderator

Stefan Osthaus, President, Customer Institute
16.00 - 16.20

Igniting performance. The FAST way to drive results through CX engagement
Gordon Tredgold, CEO at Leadership Principles LLC, Board Member at CEO World Magazine, TEDx speaker, Author.

No. 6 of 30 Leadership experts

LEADERSHIP
17.30 - 22.00

Awards and Announcements

Tickets

Exhibition fees: FREE

Registration

Conference fees: 999 SAR

Buy Tickets

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Latest News

Customer Experience World Conference signs a partnership agreement with the Customer Experience Association:

Customer Experience World Conference and the Customer Experience Association signed a strategic partnership agreement. The agreement was signed in the presence of Eng. Abdulaziz Al-Shamsan, CEO of the Customer Experience World Conference, and Mr. Abdulaziz Al-Osaimi, Member of the Board of Directors of the Customer Experience Association. This agreement refers to the provision of specific programs and initiatives that contribute In developing the conference and its success on various cultural and social levels and creating activities in the field of customer experience of high quality. Engineer Abdulaziz Al-Shamsan also expressed his thanks for the success of signing the agreement, wishing more work between the two parties and developing the customer experience in the Kingdom of Saudi Arabia. Mr. Abdulaziz Al-Osaimi expressed his deep appreciation For joint cooperation between the two parties, the conference aims to contribute to raising the efficiency of services in the public and private sectors by facilitating the journey of customers in a way that keeps pace with their aspirations.
World of Customer Experience conference launches the Saudi Customer Experience Award:

Customer Experience World Conference announces the launch of the Saudi Customer Experience Award, the first edition. This award aims to highlight the excellence of government agencies, private sector companies, and the non-profit sector in the Kingdom of Saudi Arabia in the field of customer experience and its contribution to national transformation programs and raising the quality of life. This award is a copy of The International Customer Experience Award (icxa), registration for the award opened last June, which continues until early October. The award finals will be held on January 17, 2024 via the Internet, and the awards ceremony will be January 24, 2024 in the city of Riyadh, The Arena Hall, Granada district.
For more information click here.
The Customer Experience World Conference signs a partnership agreement with Survey2Connect

The World of Customer Experience conference signed a partnership agreement with SURVEY2CONNECT,
The signing of the agreement was attended by Eng. Abdulaziz Al-Shamsan, CEO and Mr. Fahd Al-Abrash, Director Business Development, on the side of the World of Customer Experience conference, and on the side of SURVEY2CONNECT.
"Yash Sultania" CEO "Harshit Sabharwal" Deputy Director of Sales, this agreement indicates the combination of expertise and providing exceptional solutions and experiences in customer experience technology.