MEDALLIA NEW METRICS EXP KSA 2025

October 15, 2025

Date

Crowne Plaza Riyadh RDC, KSA

Location

Grow Sustainably

Listen Deeply

Act Intelligently

Grow Sustainably

Listen Deeply

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.

Saudi Arabia is undergoing unprecedented economic transformation as part of Vision 2030, creating fertile ground for customer and employee-centric innovation. From telecom to energy, financial services to government, organizations are embracing experience management as a strategic lever to drive value. Experience KSA 2025, in partnership with Medallia provides a rare opportunity for leaders to learn, share, and shape this transformation.

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

Keynote 2 – Medallia Vision

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

Keynote 3 – The Ten Principles Behind Great Customer Experiences

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

Nader Abu Zahr