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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.

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

9:00 – 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

Coffee Break