Saudi forum to focus on enhancing customer experience across the economy

Customer experience will take center stage at an international industry event in Riyadh in a sign of the growing importance of Saudi Arabia’s services sector.

The Customer Experience World Forum will begin on Jan. 24 under the sponsorship of the Saudi Minister of Commerce, Majid Al-Qasabi.

This forum is considered the largest in the industry in the Middle East, both in terms of content and the number of participating entities, sponsors, and the allocated space for visitors, as affirmed by Abdulaziz Al-Shamsan, CEO of the conference.

The two-day event, organized by the Customer Experience Association, is “part of the association’s initiatives aimed at enhancing service efficiency in both the public and private sectors,” according to a statement.

The release added: “The event provides participants from various countries with the opportunity to exchange experiences and explore global standards in the field of customer experience, contributing to the success and excellence of any organization.”

The association hopes the forum will promote development and sustainability in various production sectors, aligning with the Kingdom’s vision of a prosperous and growing economy.

The conference includes various topics and dialogue sessions, covering strategies that contribute to enhancing the sector. This includes talks on measuring customer experiences and exploring opportunities for improvement by applying artificial intelligence in managing client interactions.

The forum will begin with a dialogue session titled “How Generative Artificial Intelligence Affects the Future of Customer Experience Management.”

The first day concludes with a discussion on infusing a human touch into the experience through the use of proper communication methods.

The event aims to catalyze a movement in both the public and private sectors to improve customer experience and enhance service quality, highlighted the conference’s CEO.

The chairman of the association, Abdullah Al-Ghamdi, explained that the sponsorship of the Ministry of Commerce for this forum “emphasizes the importance of customer experience in achieving competitiveness, innovation, and excellence in various business sectors.”

He added: “This sponsorship reflects the ministry’s support for all sectors and encourages them to adopt the best practices and international standards in this field.”

The event is considered an ideal opportunity for communication and interaction with experts and leaders in the field of customer experience, both from within and outside the Kingdom, added Al-Ghamdi.

The forum also serves as a platform to shed light on the key challenges, opportunities, and future trends.

“We believe that customer experience is a fundamental factor in achieving Vision 2030 and in building a diverse and sustainable economy,” said Al-Ghamdi.