The Kafkaesque Customer Experience: When Complexity Replaces Clarity
Franz Kafka wrote stories where people struggled against systems that felt surreal and overwhelming. His characters faced processes that were endless, rules that were hidden, and decisions that appeared arbitrary. The word Kafkaesque has come to describe experiences where logic breaks down and individuals feel powerless. This metaphor speaks directly to modern customer and employee experiences. Many […]
Moments That Matter: Rethinking Public Sector CX Through Life Events
When someone has a baby, loses a job, starts a business, or needs care for an aging parent, they are not thinking about which department handles what. They are thinking about what they need, what to do next, and whether help will come in time. Yet most public services are still structured by how government […]
No Gut Feeling: A Scientific Look at What Makes Leaders Effective
It’s Monday morning. A team gathers for a leadership check-in. The agenda is tight, but one team member challenges a critical decision. The leader, already juggling back-to-back pressure from above, cuts the conversation short. Tone sharpens. The energy in the room shifts. Everyone keeps talking, but no one’s really contributing. What just happened? To behavioral […]
Matt Watkinson on CX, Human-Centricity, and Why It All Comes Down to Value
What does it mean to be customer-centric in a world where expectations are shifting, technology is accelerating, and transformation is unfolding at national scale? For Matt Watkinson, it starts with something more elemental: what it means to be human. Ahead of his keynote at EXP KSA and a series of speaking engagements across the GCC, we […]
Rewiring Expectations: Redefining Customer Experience in KSA’s Telecom Sector
Saudi Arabia’s telecommunications industry stands at a pivotal juncture, one shaped not just by infrastructure, but by rising expectations around service quality, innovation, and digital experience. As the Kingdom advances toward the goals of Vision 2030, telecom providers play a critical role in enabling digital transformation, economic diversification, and a more connected society. Yet, the […]
Phenomenology and CX: Designing for Lived Experience in a Digital World
Phenomenology in CX design shapes lived experience through embodiment, temporality, and AI, creating digital interactions grounded in human perception.
Experience by Design: Understanding and Operationalizing ADAA and DGA Frameworks in Saudi Arabia
In a shift toward citizen-centric governance, ADAA and DGA frameworks are transforming Saudi Arabia’s public sector by turning experience measurement into a strategic driver of Vision 2030.
Scaling with Purpose: How Businesses Can Drive Sustainable Growth in a Changing Market
Sustainable growth comes from building resilient, human-focused businesses that scale through purpose, innovation, strategic partnerships, and ESG.
AI-Driven Creative Destruction in Customer Experience
AI is driving a new era of Creative Destruction in customer experience, replacing old models with automation and hyper-personalization. Discover how businesses must evolve or risk obsolescence.
