October 15, 2025
Date
Crowne Plaza Riyadh RDC, KSA
Location
Welcome to Experience KSA 2025, in partnership with Medallia
Experience KSA 2025, in partnership with Medallia is a premier experience management event tailored for executive leaders, practitioners, and innovators driving the future of customer and employee experience. Held in the heart of Riyadh, this one day summit brings together a unique blend of global expertise and local insight to explore how experience-led strategies can unlock growth, loyalty, and lasting competitive advantage in the Kingdom and the wider GCC region.
Event agenda
09:00 – 10:00 am
Registration & Welcome
Networking and light breakfast
10:05 – 10:15 am
Keynote 1 – Beyond Touchpoints: Crafting Tomorrow’s Experience Ecosystem
Speaker: Rob Thurner
Global insights meet regional transformation through the New Metrics–Medallia partnership. Reshaping experiences across customer, employee, and citizen journeys.
10:20 – 10:50 am
Speaker: Mike Debnar
An inside look at how Medallia is shaping the global CX and EX landscape, with a roadmap for innovation, GenAI integration, and value delivery.
10:50 – 11:20 am
Speaker: Matt Watkinson
An exploration of the fundamental truths behind truly exceptional experiences, drawn from global best practices and behavioral insights.
11:20 – 12:15 pm
Coffee Break
12:15 – 12:35 pm
Customer Panel 1 – Citizen Experience in the Public Sector
Elevating public service by meeting rising expectations through personalization, integration, and continuous feedback.
12:35 – 01:05 pm
Product Innovation and Releases (MEC, DXA, GenAI)
Speaker: Mark Boniface
A first-hand look at how new Medallia capabilities are transforming listening, analytics, and decision-making at scale.
01:05 – 01:25 pm
Customer Panel 2 – CX & EX Transformation
How public entities are reshaping journeys around citizens and employees—building trust, accessibility, and service excellence.
01:25 – 02:30 pm
Lunch Break
02:30 – 02:50 pm
Customer Panel 3 – CX at the Heart of Saudi’s Landmark Developments
How experience-led design is powering the Kingdom’s giga-projects, creating emotional impact and long-term value.
02:50 – 03:20 pm
Predictive CX: From Listening to Action at Scale
Speaker: Mohsen Malaki
VOC is evolving. It now enables full customer coverage, measurable ROI, and automated follow-up. Leading teams are moving from insights to impact with speed and precision.
03:20 – 03:40 pm
Coffee Break
03:40 – 04:00 pm
Customer Panel 4 – Competing for Talent
How leading organizations are shaping employee journeys to drive engagement, purpose, and performance.
12:35 – 01:05 pm
The Future of Experience Management
Speaker: Rami Haffar
Reimagining experience as a continuous, connected discipline. Combining AI, behavioral insights, and scalable feedback to drive sustainable growth.
01:05 – 01:25 pm
Clients’ Appreciation
Speaker: Nader Abu Zahr
Venue
Crowne Plaza Riyadh, KSA
Featured Speakers
Matt Watkinson
Author | Speaker
CEO of Methodical
Mike Debnar
Vice President
Industry Advisor
Mark Boniface
Executive Advisor
Global Alliances
Rob Thurner
Digital & Gen Ai
Transformation Advisor
Mohsen Malaki
Senior Customer Experience
Advisor | Subject Matter Expert
RAMI HAFFAR
Partner & head of tech & Analytics
New Metrics
PAnels’ Moderator
John Abraham
Customer & Employee Experience Advisor
Former Head, Medallia Institute | Net Promoter Pioneer
Customer Panel