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Kingdom Call Center Transformation
27. September - 28. September 2017, Rosh Rayhaan by Rotana Riyadh

A pioneer program for Call Center Transformation in Saudi Arabia

Hear from thought leaders converging from different industries

Special focus on 'Saudi Vision 2030', 'Saudization' and 'Women' workforce inclusion in Call centers


Achieving the Saudi Vision 2030 for Call Center

Creating Happy employees

Getting the right technological blend for success

Making a difference by Customer Experience


  • Understand the policy and regulation scenario of Saudi Vision 2030 and Saudization pertaining to Call Centers in Saudi Arabia

  • Uncover ways to identify, recruit, motivate, grow, and retain your employees for improved candidature, smoother operations and a happier organization

  • Learn insights on better Customer Data Procurement & Management, Transformation from Multi-Channel to Omni-Channel Environment and change your Call center from a Cost Center to Profit Center

  • Establish ways to identify and mitigate operational and cross departmental 'bottle-necks', improve upon Project Management contingencies and optimizing organizational structures provide better Customer Experience

  • Regulatory talk on Call Center Industry

  • Case Study on Transforming the Call center landscape through 'Saudization'

  • Cross industry panel discussion on women inclusion in Call centers

  • Round Tables for focused session on improving Customer Experience and Benchmarking

  • Keynote Panel  Discussion for a holistic viewpoint on challenges of Shared service and Outsourcing


Murad Yousuf photo
Saudi Arabia flag Saudi Arabia

Murad Yousuf

Chief Technology Officer at General Authority of Zakat & Tax

A senior executive with multiple disciplines who embraces technology and encourages business changes to streamline, reduce costs, increase productivity, profit and boost brand recognition. Innovative

Learn more about Murad >

Dr Russell Gann photo
Saudi Arabia flag Saudi Arabia

Dr Russell Gann

Chief Information Officer at Ministry of National Guard

Experience as a senior management professional with more than 40 years of insightful experience in managing IT functions across diverse sectors and having proficiency in working on PMI Process Groups,

Learn more about Dr Russell >

Ziad El-Batal photo
Saudi Arabia flag Saudi Arabia

Ziad El-Batal

VP - Customer Experience at Saudi Telecom Company

Ziad Elbatal is an awards winning executive with more than 18 years of experience in leadership roles in the telco and management consulting industries, supporting more than 40 organizations across EM

Learn more about Ziad >

Kazim Jessa photo
United Arab Emirates flag United Arab Emirates

Kazim Jessa

SVP - Retail Contact Center at Emirates NBD

Kazim is an expert in leading large call center operations with more than 20 years of experience in this specialist area, focused primarily in the banking and insurance sectors. Kazim joined Tanfeeth,

Learn more about Kazim >

Learn the full details about the event program in the downloadable agenda.



  • CXO's, VP's, GM
  • Directors & Executive Directors
  • Head of  IT, HR, eChannels
  • Head of Customer Care
  • Head of  Operations, Contact Centers
  • Head of  Contact Center
  • Government Representatives
  • Head of  Customer Relations
  • International Analyst, Advisors


  • Banks
  • Insurance
  • Telecoms
  • IT
  • Government
  • Aviation
  • Healthcare
  • E-commerce
  • Retail
  • Automotive
  • Real Estate

Sponsors & Partners

Lead Sponsor

Bronze Sponsor

Stratigic Analytics Partner

Associate Sponsors

Associate Sponsors

Saudi Partner


Rosh Rayhaan by Rotana Riyadh
"Riyadh which is the capital and the largest city in the Kingdom of Saudi Arabia, rivals any modern city in the world in splendor of its architecture."

The name Riyadh is derived from the Arabic word meaning a place of gardens and trees ("rawdah").

The King Khalid International Airport is a marvel of design that incorporates the traditional Arab style with the best of modern architecture to make it one of the wonders of the modern world.