About Delivering Customer Experience as a Banking Service DigiConnect

Even before the COVID – 19 pandemic the world of banking was facing many challenges in a period of rapid change not seen in the industry in over a century. The global pandemic has not only added a layer of unprecedented challenge but also has accelerated the rate of change required even just to stand still in the market.

At a global level there are a number of challenges with which banks were already having to come to terms:

  • Their customers habits are changing, and the use of cash is falling with the shift to ‘invisible banking’
  • Their target clientele demographic is moving with millennials making up 35% of the working population
  • Digital-only banks have sprung up, initially as an answer to this changing demographic, but the successful ones have now found a foothold in the older population with money.
  • Open Banking is also driving a lot of these changes enabling fintech businesses to thrive and provide greater visibility and flexibility for their customers.

Though, the businesses that were going to survive digital 4.0 were and still are those that can champion and deliver the highest levels of customer experience; one that is seamless, empathetic and emotionally intelligent.

The pandemic has not changed any of these, but it has served to accelerate the rate of change. When we finally enter the post-pandemic era, the banks that will have a clear advantage will be those that have invested time and effort into creating an environment where customers believe that they are really known, felt and cared for by their bank; irrespective of how they communicate, what geography they are in and when they want to engage.

Delivering customer experience as a banking service boardroom event will bring together a selected group of senior influential leaders from across banking industry in the Middle East. We will discuss in depth and learn latest best practices and innovative solutions on how to drive exceptional differentiating banking customer service in KSA.

Benefits of Attending

  • Discover how experience as a service can change the game for banks
  • Learn and share ideas, insights with fellow industry experts
  • Explore how a customer experience led strategy can be a winning formula for banks


Time Activity
11:00 – 11:05 Welcome Remarks by GM Group
11:05 – 11:25 Keynote on Experience as a Service in Finance by Mohamed Afifi, Managing Director at Genesys Middle East
11:25 – 11:40 Keynote on Customer Experience as a Banking Service
11:40 – 11:55 Keynote Presentation
11:55 – 12:00 Interactive Q&A


Mohamed Afifi

Managing Director at Genesys Middle East

Mohamed Afifi is the Managing Director at Genesys in the Middle East. In his role, Mr. Afifi is responsible for overseeing Genesys operations in the region including sales, customer success, channel and field operations. He is responsible for developing and executing the company’s technology vision, strategy and go-to-market strategies to drive continued business growth.

Who Will Attend Delivering Customer Experience as a Banking Service DigiConnect

Senior experts with the below job titles from the banking sector across Saudi Arabia:

  • CIO’s
  • VP’s
  • Heads of Digital Innovation and Transformation
  • CTO’s
  • IT Directors

About Genesys

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, Genesys technology connects every customer moment across marketing, sales and service on any channel while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact centre platform designed for rapid innovation, scalability and flexibility. For more information, please visit https://www.genesys.com/


    Please note that by registering to attend this virtual executive boardroom / conference you acknowledge and agree that the partners of the event can contact you with the contact information you have provided.