How is the customer experience landscape evolving in Saudi Arabia's booming startup ecosystem? What's the delicate balance between AI innovation and the essential human touch in CX?
Our guest in this episode is Almohannad Alsbeai, a seasoned Customer Experience (CX) leader from Saudi Arabia, who shares his extensive expertise and passion for creating exceptional customer journeys. With his deep understanding of both hardware and software experiences, Almohannad offers valuable insights on the critical distinctions between customer success and customer experience, and why empathy remains the foundation of effective CX.
Almohannad reveals the challenges of implementing CX strategies in different cultural contexts, the importance of cross-departmental collaboration, and practical approaches to proving CX value to leadership by connecting initiatives to tangible business outcomes. He also discusses the thriving Saudi startup ecosystem, the role of resilience in CX leadership, and how AI can enhance—but never replace—genuine human interactions.
In this episode:
- The evolution of customer experience in the Middle East and Saudi Arabia
- Why CX is a passion, not just a profession, for successful leaders
- The critical role of empathy in understanding customer needs
- How culture impacts CX implementation and strategies
- The distinction between customer success and the broader customer experience
- Strategies for gaining leadership buy-in for CX initiatives
- The thriving startup ecosystem in Saudi Arabia and its unique opportunities
- How to effectively integrate AI while maintaining the human touch
- Building a strong knowledge base for effective AI implementation
- Why resilience is a key trait for CX leaders navigating challenges
- Proving CX value by linking initiatives to cost reduction and revenue generation
Ready to discover how customer experience is becoming a competitive advantage in the Middle East? Join us for this insightful conversation with Almohannad Alsbeai about the future of CX, the power of genuine human connections, and the strategic integration of AI in customer experience. Tune in now!
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Ivy - LinkedIn
