Before It Goes Viral: How CX Leaders in the Kingdom Decide What Gets Answered First — and How Fast

WHAT IS A MARTECH HUDDLE?

It is an initiative by Martechvibe in association with Lucidya.

Martech Huddle is specially designed to engage marketing, technology, and marketing leaders who have revolutionised brands by using technology as a catalyst. It focuses on a group of carefully selected industry stalwarts, bringing them together to participate in an exclusive closed-door session. The selected professionals bring a variety of viewpoints, experiences, and domain expertise, but they all share the vision of transforming businesses by enhancing the customer experience while utilising technology and new digital methods. The huddle encourages open discussions among peers, resulting in a better strategy roadmap for organisations. In the age of building peer exchange resources, these gatherings form a community of like-minded business leaders working to explore insights, ideas and best practices.

ABOUT THIS EDITION:

In Saudi Arabia, X is not just a social platform, it is a public square. Customer complaints posted on X carry a cultural weight and amplification speed that is distinct to the Kingdom, where word-of-mouth has always been powerful and digital channels have now supercharged it. WhatsApp, the Kingdom’s most widely used messaging platform, also acts as a primary channel for customer service interactions. For CX and communications leaders, it is the frontline of reputation management. 

For brands operating across banking, insurance, retail, healthcare, and the rapidly growing entertainment sector, a single unresolved complaint can become a trending topic before the customer care team has finished logging the ticket.

As Vision 2030 raises customer expectations and intensifies competition across every sector, the pressure on CX and communications leaders to respond quickly, appropriately, and publicly has never been greater. This session brings together senior leaders from the Kingdom’s leading organisations to examine how they are navigating the unique dynamics of public complaint management in Saudi Arabia, from platform-specific response strategies to the cultural nuances that determine whether a response resolves the issue or deepens the damage.