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A world of CX

The CX World Forum brings the Kingdom's public and private sectors together around one idea: improving customer experience is a human-centred concept.

19.12.2027

To Be Announced
3:00 pm to 10:00 pm, Riyadh time
4th edition, held with the Saudi Customer Experience Awards ceremony

Register for 2026 Watch online See the programme

What CX World is

Founded in Riyadh in 2022, CX World is the Saudi home for people who design, run and measure experiences, across government, business and the non-profit sector.

A platform

To showcase trends and gather enthusiasts in the world of experience design, development and technology.

A stage

For inspiring professionals, success stories and new ideas that improve the human experience in every sector.

A home

For a forward look at how societies are moving from consuming goods and services to consuming experiences.

Every customer has a world

The forum covers the full experience economy. The person changes with the sector; the principle stays the same.

VisitorEntertainment, tourism and events
CitizenGovernment
PassengerAirlines and airports
BeneficiaryNon-profit
PatientHealthcare
FanSports
Resident and tenantHousing and urban planning
ConsumerCompanies of every kind
EmployeeEvery organization
StudentEducation

To Be Announced

Draft programme. Session speakers are announced from November. Bookmark sessions to build your personal agenda in My tickets.

15:00

Arrival, registration and badge collection

Main foyer, 15:00 to 15:30

15:30

Opening address

Main hall, 15:30 to 15:50. Eng. Abdulaziz Al-Shamsan, CEO, CX World Forum

Streamed
15:50

Keynote: AI across the customer journey

Main hall, 15:50 to 16:30. Speaker announced in November

Streamed
16:30

Panel: Digital government and the beneficiary experience

Main hall, 16:30 to 17:15. Government CX leaders

Streamed

Workshop: Predictive analytics for CX teams

Workshop room A, 16:30 to 17:15. Hands-on, bring a laptop

Capacity 40
17:15

Prayer and networking break

Foyer, 17:15 to 17:45

17:45

Panel: Saudi hospitality as an operating model

Main hall, 17:45 to 18:30. Tourism, retail and banking leaders

Streamed

Masterclass: Designing the visitor journey at events

Workshop room B, 17:45 to 18:30. Limited seats

Capacity 40
18:30

Fireside chat: Measuring CX against Vision 2030 targets

Main hall, 18:30 to 19:00. Speaker announced in November

Streamed
19:00

Dinner reception

VIP lounge, 19:00 to 19:45

20:00

Saudi Customer Experience Awards ceremony

Grand ballroom, 20:00 to 22:00. Winners announced live

Streamed

Saudi Customer Experience Awards

The awards ceremony closes the forum day. It honours public and private initiatives that raise the standard of service across the Kingdom. Figures below are from the first edition.

44Participating entities
163Projects qualified for the finals
84Winning projects
650+Guests at the ceremony
5K+Live-stream viewers

Visit saudicxa.com

Archive, 2022 to today

Each edition grew the audience and widened the sectors covered. Open an edition to see its themes and sessions.

2022One day, Riyadh

The first edition: CX in Government

Sponsored by the Ministry of Human Resources and Social Development, the founding edition set out to move the government sector toward best practice in beneficiary experience.

1,000+Registered
500+Attended
1,500+Watched online
20+Entities
Themes and sessions
  • Customer-centric culture
  • Humanizing policy making
  • CX strategy for government entities
  • The patient experience
  • Adaa's beneficiary experience measurement
  • CX in non-profit organizations
2023June

Going digital

CX World launched its public channels, including the official X account @cxworld_ksa, to support the growing experience economy in Saudi Arabia.

202424 to 25 January, The Arena, Ghirnatah

Second edition, with the first Saudi CX Awards

Under the sponsorship of the Minister of Commerce and powered by CXKSA and the Customer Experience Association. Registration moved to cxworld.sa, and the programme added an exhibition, workshops and the awards.

4,761Registered
4,500+Attended
55Speakers
32Workshops
53Entities
Themes and sessions
  • Beneficiary experience in government
  • Customer experience in the private sector
  • Employee experience and psychology
  • Technology and innovation in CX
  • Visitor experience
  • Human-centred cities
2025Riyadh

Wider sector coverage

The programme grew to thirteen experience sectors, adding fan, luxury, student and immersive entertainment experience. Participating entities included the Ministry of Health, Balady and Saudi Mining Services Co. (Esnad).

Themes and sessions
  • Beneficiary experience, government
  • Digital experience, AI and innovation
  • Visitor experience, tourism
  • Passenger experience, aviation
  • Student experience, education
  • Resident and city experience
  • Employee experience
  • Human experience, neuroscience
  • Fan experience, sport
  • Luxury experience
  • Immersive entertainment
202619 December, JW Marriott Riyadh

Fourth edition and awards ceremony

The forum and the Saudi Customer Experience Awards ceremony share one evening, with the full platform: online registration, QR entry, live streaming and an exhibitor lead system.

Register for 2026

From past editions

How 2024 attendees rated it

89.5%Forum content
92%Quality of speakers
85%Event location
28+Net Promoter Score

Voices from the 2024 edition

A selection of the 55 speakers who took the stage at The Arena, Ghirnatah.

MA
H.E. Eng. Mohammed Al-JasserChairman, Cipher
AA
H.E. Abdullah Al-BudairVice Minister of Municipal and Rural Affairs and Housing
AS
H.E. Ahmed S. AlhassanAssistant Minister of Transport and Logistics Services
IM
Ines MateoPrincipal, Boston Consulting Group
JM
Joe MacleodFounder, AndEnd
PG
Philippe GeorgiouFounder and CEO, Wellness Arabia
GA
Dr. Ghada Al-DreesGM Visitor Experience, National Events Center
AA
Abdulmohsen Al-MulhemChief Marketing and CX Officer, Bank Albilad
AA
Eng. Abdullah Al-GhamdiFounder and Chairman, CX Association
TA
Tareq AlangariCEO, e& enterprise
ZK
Dr. Zuhair KhayyatCo-founder and CTO, Lucidya
AK
Adib KilziePartner, KPMG
MA
Muhammed Al-JadeiDirector of CX, Saudi Data and AI Authority
TA
Tariq AlghamdiGeneral Director of Client Care, Ministry of Tourism
AA
Dr. Ammar AttarCEO, Waqf Manaafi
AA
Eng. Abdulaziz Al-ShamsanCEO, CX World Forum

Participating entities, 2022 to 2025

Ministry of Human Resources and Social DevelopmentMinistry of CommerceMinistry of HealthMinistry of TourismBaladySaudi Mining Services Co. (Esnad)Saudi Data and AI AuthorityNational Events CenterCustomer Experience AssociationCXKSABank Albilade& enterpriseKPMGLucidyaSaline Water Conversion CorporationTransport General Authority

Questions

Who should attend?

CX specialists from government and business, consulting and technology firms, executives and government staff, the business and sales sector, and students starting a CX career.

Can I attend online?

Yes. The Virtual pass opens the live stream of the main hall and the awards ceremony, with live chat, polls and Q&A in the virtual lobby.

Is there a student rate?

Students register free with an access code from their university or the CX Association.

How do I get my badge?

Show the QR code in My tickets at the entrance. Your badge prints at the gate when your ticket is accepted.

How can my organization sponsor or exhibit?

See the packages under Sponsors & leads, or contact the organizing team through cxworld.sa.