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Jeddah - Yasmine El Tohamy - RIYADH: Saudi Arabia’s Commerce Minister Majid Al-Qasabi inaugurated the Customer Experience Forum in Riyadh on Wednesday.

The specialized event was launched under the slogan “We Are Here” and aims to ensure customer or client satisfaction in the public and private sectors in the Kingdom.

Al-Qasabi described customer satisfaction a “core business” for government entities and commercial establishments and laid emphasis on the importance of communication among related parties.

“The most important thing happened (as a result of) Vision 2030 is the (increased) efficiency of government agencies. Today’s government agencies are not the same as they were 10 years ago,” the minister noted, adding that the journey of development is still ongoing.

“The compass of these agencies targets services for citizens and residents in the Kingdom,” the minister said at the launch of the event. 

The two-day forum witnessed the participation of local and international experts who discussed developing customer experiences according to best global practices, relying on data analysis and artificial intelligence.

The conference is part of the association’s initiatives to improve the efficiency of services in both the public and private sectors by facilitating the customer journey, enhancing their experiences, and contributing to the growth and sustainability of various productive sectors. This aligns with the Kingdom’s Vision 2030 in building a thriving economy.

The event allows international participants to exchange experiences and explore global standards in the field of customer experience, contributing to an organization’s success. 

The forum includes several important topics and panel discussions, including strategies to improve client exchanges. 

It also focuses on measuring interactions and opportunities available for enhancement by applying artificial intelligence. Additionally, it covers relevant topics related to various vital industries.

On the first day of the forum, a panel discussion titled “How does generative artificial intelligence impact the future of customer experience management?” was held. Several specialized workshops were also organized.

The conference was held with the aim of bringing together enthusiasts and leading companies in this field to enhance the customer experience industry in the Kingdom, according to Abdulaziz Al-Osaimi, vice chairman of the Customer Experience Association’s board of directors.

“Today, the customer is more aware and conscious, which has raised the bar for their expectations. It is, therefore, very important to work towards meeting those expectations, and this can only be achieved through a complete understanding of the customer experience and a continuous effort to improve,” Al-Osaimi told Arab News.

Companies, government sectors, and others have shifted toward “customer-centricity,” and investing in client experience has become crucial. This can be achieved through providing consultations, technologies, or industry training. 

“The future of customer experience is ‘promising and significant’ in various fields, especially concerning areas such as listening to customers in consultancy, planning customer journeys, improving customer services, and in the field of technologies in general,” Al-Osaimi said.