LIVE WEBINAR · SAUDI ARABIA CX SERIES

Your NPS Is Measuring the Wrong Thing.

Retail and automotive in the Kingdom both report against Ministry of Commerce targets, so on paper, everyone looks like they're doing CX. But a customer can hand you a 9 out of 10 and never come back. 

Michel Stevens and Waleed Al-Hamdan show you what real Voice of Customer listens for, in a free 30-minute session built for Saudi retail.
Free · Live online · 30 minutes + Q&A
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daniel granja baltazar
Michel Stevens
Founder, CXM Academy
rasmus houlind
Waleed Al-Hamdan
Managing Director, Compass Way
ABOUT THIS WEBINAR

What you master after this webinar

This webinar is for retail and automotive leaders and teams — customer experience, marketing, sales, after-sales and service — anyone in the Kingdom who reports a customer score and wants it to actually mean something.
“NPS and CSAT were never built to measure emotion. The customer who scores you a 9 and never comes back is the proof”
Michel Stevens

Real Voice of Customer

NPS and CSAT are taken at the transaction, not the relationship, and they were never built to measure how a customer feels. Real Voice of Customer does four things: know the customer, hear what they don't say, act on it, close the loop. You'll learn what listening for emotion actually looks like, beyond another survey score.

Finding the Signal You Already Have

The practical half: when to call a customer back, and how to find the signal that's already sitting in data you collect but don't use. You don't need a new survey to hear what customers aren't telling you.

The Business Case

Emotion — not the transaction score — drives repeat purchase, basket size, referrals and churn. And a gamed score is a regulatory risk when your complaints tell a different story than your NPS does. We connect what you hear to the number your board actually watches.
Learn from the best

Your hosts

Waleed Al-Hamdan

Managing Director, Compass Way
Waleed is CXM Academy's partner and local face in Saudi Arabia, twice named best CX consultant in the Gulf, with deep experience across retail and automotive built over nearly three decades in the Kingdom. When Waleed talks about what a Saudi customer actually feels behind a score, he's talking from the inside of the industries in the room.

Michel Stevens

Founder, CXM Academy
Michel built CXM Academy on a simple, stubborn idea: not a course for one team, a reset for the whole organization. He teaches listening that leads to action, not another dashboard.

Don't miss out on these insights

Waleed is CXM Academy's partner and local face in Saudi Arabia, twice named best CX consultant in the Gulf, with deep experience across retail and automotive built over nearly three decades in the Kingdom. When Waleed talks about what a Saudi customer actually feels behind a score, he's talking from the inside of the industries in the room.