CX Culture Is Not Just Jargon – Understanding How It Is an Organisation’s Basic Operating System Towards Customer Success

Agentic AI and Deeper CX Transformation

How top institutions are combining AI agents, robots, and human talent to cut costs, boost customer satisfaction, and deliver standout service.

Transforming Customer Insights to Drive Decision-Making – How Can AI Support?

In an interesting keynote presentation, you will understand the power of AI and its remarkable impact in transforming customer insights, whether it is survey data, social listening, or support or employee interactions.

Understanding CX Culture – What It Really Means for Saudi Businesses or Government Organisations

The panel will bring together top CX experts and practitioners for an in-depth analysis on understanding CX culture and why it goes beyond having a customer service team or occasional satisfaction surveys. Key ideas discussed will include all key stakeholders for a winning CX culture including employee participation, creating value from CX metrics and KPIs, leadership, managing feedback, and how it is effectively used.

Rebuild Your CX Platform with Digital and Humans Working Side by Side

The keynote presentation will provide a detailed overview showing that the future of CX will not be humans alone or Digital Agents alone.

How Phygital Is Changing CX in the Financial Industry?

How Can Organisations Bridge the Gaps in Omnichannel Systems and Elevate Customer Experience?

Managing the Friction Points Shifting to Agentic AI-Based CX

More and more Saudi organisations are shifting to Agentic AI-based CX or at least are considering it in the near term. The panel will bring together an interesting group of CX experts who will try and understand where agentic AI is headed in customer experience over the next three years and discuss interesting developments such as autonomous service operations, hyper-personalisation, and the evolving role of human agents.

Measuring CX Impact and Its ROI

A detailed overview of ROI metrics, models, and calculation methods to help CX managers make a compelling case for CX investments.

A Data-Driven Approach to Calculate the Cost of Poor Experience

The case study will take you through a data-driven approach to calculate how your low-performing CX comes with a host of hidden costs that are more than reduced sales, customer and employee churn, increased cost to service, and bad reviews.

How CX Leaders Can Convince Their Companies to Believe and Invest in CX to Boost Revenue & Cut Costs

Most often, customer experience projects may not show a direct impact on the balance sheet, although they have a massive financial impact. From low employee turnover to increased profit margins, an efficient CX project delivers significant and measurable impacts on the bottom line that owners and board directors cannot afford to ignore.

To be announced