We recently had the privilege of interviewing Abdulaziz Alshamsan, CEO of CXKSA. He is passionate and highly skilled in Customer Experience, Digital Transformation, Marketing, Public relations, Advertising, and social media, apart from several other specialities. He shares a vision for effective and engaging marketing strategies, making his position as a fantastic marketer.
Abdulaziz has been a prominent speaker and judge at multiple prestigious programs. Besides, he has bagged various honours and recognition throughout his industry journey. With CXKSA, he aims to offer top-notch services focused on enhancing customer experience, better marketing, e-commerce, and technology and data. Let’s learn more about Abdulaziz Alshamsan and his journey through this interview below.
Inspiration Behind Starting This Journey
We started the interview by asking, “What inspired you to start your company or become an industry leader?”
Abdulaziz Alshamsan shared, “I was inspired to start my customer experience company because every customer deserves a great experience, no matter what industry they’re in or what they’re buying. Customer experience is one of the most critical factors in a company’s success.
I’ve seen firsthand how a great customer experience can increase sales, improve customer loyalty, and build a more substantial brand reputation. I’ve also seen how a poor customer experience can damage a company’s reputation and lead to lost customers.
Every company has the potential to provide a great customer experience, but it takes a commitment from the top down. It’s about more than having a good customer service team. It’s about creating a customer-centric culture that puts the customer at the centre of everything you do.
I’m passionate about helping companies create great customer experiences and excited to see what the future holds for customer experience. Customer experience will become even more critical as customers become more demanding and informed.”
He further added, “Here are some of the things that inspired me to become a customer experience leader:
The experiences as a customer. I’ve had some great customer experiences, and I’ve also had some terrible ones. I know what good treatment is and what it’s like to receive poor treatment.
The research on the importance of customer experience shows that customer experience is an essential driver of business success. Companies that provide great customer experiences will likely win new customers, retain existing customers, and grow their businesses.
Customer experience has the opportunity to make a difference because Customer experience is a powerful force for good. It can help companies build strong customer relationships, create positive experiences that people will remember, and improve the world.
I’m excited to be part of the customer experience movement and am committed to helping companies create great customer experiences.”
Overcoming Obstacles
Every business goes through specific tough challenges in its course of functioning. We asked, “What are the biggest disruptors shaping your industry today?”
Abdulaziz Alshamsan replied, “The customer experience (CX) industry is constantly evolving, and several disruptors are shaping the industry today. The rise of digital channels is important. Customers increasingly use digital media to interact with businesses, so companies must provide a seamless and consistent experience across all channels. We know the term often called omni channel approach, but the idea is not to become omni and integrated; the idea is how to provide an excellent experience through the customer journey.
In addition, the growing importance of personalisation. And, Customers expect businesses to understand their needs and preferences and to deliver personalised experiences. Companies must collect and analyse customer data to provide relevant and timely information.”
Abdulaziz Alshamsan continued, “We saw the increasing use of artificial intelligence (AI). AI automates customer service tasks, for example, improving customer insights and personalised customer experiences; this significantly impacts the CX industry and will only become more critical. From a customer point of view, the changing expectations of customers are a considerable challenge. Customers are more demanding than ever before. They expect businesses to be responsive, efficient, and knowledgeable. They also expect companies to be transparent and accountable—the growing importance of social media
plays a role in influencing customer’s decisions. Social media is a powerful tool that customers can use to share their experiences with businesses, and This means that companies must be careful in managing their reputation on social media.
These are just a few of the biggest disruptors shaping the CX industry today. Businesses that can adapt to these changes will be well-positioned to succeed.”
Matching The Principles
Businesses run based on certain principles. So we asked Abdulaziz Alshamsan, “What is the mission and vision of your company? How do you ensure that these principles are embedded throughout your organization?”
Abdulaziz Alshamsan shared, “Our mission is. “CX is perceptive, meticulous, and optimum. We seek to help organizations reach their full potential by providing the structural backbone and expertise; we deliver measurable and actionable results to help you reach your destination”.
The vision is “To pioneer the sector and become the leading firm in the region, To build robust brand recognition, To become the first choice in all Customer Experience aspects, and to expand and prolong companies throughout the region.” I start at the top to ensure my mission and vision are embedded throughout my organization. I and other senior leaders set the mission and vision. Ensure alignment exists in the organization on the company’s goals and objectives. I do communicate the mission and vision clearly and concisely.
Everyone in the organization knows the mission and vision and why they are essential. Communicate the mission and vision in various ways, such as through employee onboarding, training programs, and company newsletters. I also make the mission and vision part of the decision-making process. When making decisions, leaders should always consider how the decision will impact the company’s mission and vision, and this will help to align all decisions with the company’s goals—reward employees for living the mission and vision.”
Abdulaziz Alshamsan continued, “We award Employees for demonstrating behaviors consistent with the company’s mission and vision; this will help create a culture where everyone is committed to achieving the company’s goals. We Measure and track progress. It’s essential to track progress toward the company’s mission and vision, and This will help to ensure that the company is on track to achieve its goals.
By following these tips, I can ensure that my mission and vision are embedded throughout my organization; this will help to create a culture where everyone is committed to providing excellent customer experiences.”
Turning Points In This Journey
We were intrigued to learn about the significant turning points in his career that left a huge impact. So we asked, “What was a pivotal decision or risk you took that impacted your career or company?”
Abdulaziz Alshamsan shared, “I had to follow my passion. But most importantly, my passion is my goal. I am passionate about my goals. Therefore, I took a risk and resigned from my previous job as a deputy minister of customer experience and became my boss, and This allowed me to create, innovate and fly with my dreams. However, I faced financial implications and had to become more creative and develop solutions. Practically, I found that customer experience helps overcome financial challenges. I started by creating a positive experience for employees and clients; in the end, I realized it doesn’t cost a lot to make people happy and want to do business with you.”
Attracting The Right Talent
Having the right talent in the team has a significant role in taking the business forward. We asked, “How do you attract top talent and foster a culture of collaboration?”
Abdulaziz Alshamsan shared, “Encourage communication. Communication is critical to collaboration. I Make sure there are open communication channels throughout my company, both formal and informal. And we Celebrate successes. When teams collaborate successfully, they take the time to celebrate their achievements, which will help motivate and encourage everyone to continue collaborating. In addition, I ensure employees have the resources they need to collaborate effectively, including tools, training, and time. Trust is a critical influencer. I trust my employees. Trust is essential for collaboration. Trusted employees are likely to share ideas and work together.”
Stand-Out Factors
Businesses need certain unique features that can make them stand out amidst the competition. We asked, “How do you differentiate your company from competitors in the market? What unique value proposition do you offer to your customers?”
Abdulaziz Alshamsan replied, “Do your research. Before you can differentiate your company, you need to know what your competitors are doing. What are their strengths and weaknesses? What are their products and services? How do they market themselves? Once you understand your competition well, you can start identifying ways to differentiate yourself. Be creative. Be bold and think outside the box when determining your company. There are many ways to do it, so be creative and develop something to make your company stand out. Be consistent.
Once you have found a way to differentiate your company, be compatible with it. Ensure you communicate your unique value proposition to your customers in all your marketing materials and channels. Be patient. Building a solid brand and differentiating your company from competitors takes time. Expect to see results after some time. Just keep working hard, and eventually, you will see success.”
Approach Towards Sustainability
We were interested to learn about Abdulaziz Alshamsan’s approach towards social responsibility. So we asked, “What is your approach to sustainability and corporate social responsibility?”
Abdulaziz Alshamsan shared, “CXKSA (My company) spread Customer Experience Knowledge in Society in Saudi Arabia, and we collaborated with the Saudi CX Association to promote customer experience (CX) in the country. The collaboration includes several initiatives, such as:
We are organising joint events and workshops to raise awareness of CX among businesses and individuals. These events provide training and resources to help companies improve their CX. We research and publish reports on CX trends and best practices. We work hard to connect CX professionals in Saudi Arabia and influence them to share knowledge and experiences. The Saudi CX Association is organising an event called “CX World”, which will gather professionals and CX providers worldwide. We are working hard to make Saudi Arabia the land of excellence and excellent customer experience. This event will be the biggest and one of its kind. The event will celebrate and communicate our great culture and qualities. We launched the “Saudi Customer Experience Awards – SCXA” to improve CX in Saudi Arabia and set the bar high for everyone. The world should see unique and special CX achievements during the CX world event.
The collaboration between CXKSA and the Saudi CX Association is a significant step in promoting CX in Saudi Arabia, and It will help businesses improve their CX and customer experience.”
Abdulaziz Alshamsan continued, “Here are some specific benefits of the collaboration between CXKSA and the Saudi CX Association.
Increased awareness of CX: The partnership will help to raise awareness of CX among businesses and individuals in Saudi Arabia; this will allow companies to understand the importance of CX and how it can benefit their bottom line.
Improved CX skills: The collaboration will provide training and resources to help businesses improve their CX skills; this will help companies provide better customer service and create a more positive customer experience.
Shared knowledge and experiences: The collaboration will connect CX professionals in Saudi Arabia to share knowledge and experiences; this will help businesses learn from each other and improve their CX practices.
Promotion of CX in Saudi Arabia: The collaboration will help promote CX in Saudi Arabia, creating a more competitive CX landscape and benefiting businesses and customers.
Overall, the collaboration between CXKSA and the Saudi CX Association is a positive step for the CX industry in Saudi Arabia, and It must influence businesses to improve their CX and customer experience.”
Making Way on the Global Scale
Navigating the global market where cultural differences are widespread can be challenging. So we asked, “How do you navigate international markets and cultural differences?”
Abdulaziz Alshamsan shared, “Navigating international markets and cultural differences can be challenging, but it is essential for businesses that want to succeed in the global economy.
Please do your research: Before entering any new market, it is necessary to do your research and understand the local culture; this includes understanding the language, customs, and values of the people in the market.
Be respectful: When interacting with people from different cultures, respecting their traditions and values is essential; this means avoiding making assumptions or judgments about people based on their culture.
Be flexible: When dealing with cultural differences, it is necessary to adapt your approach to suit the local culture.
Use local resources: When entering a new market, it is helpful to use local resources to help you navigate the market and understand the local culture; this could include hiring local staff, working with local partners, or attending local events.
Be patient: Building relationships and understanding a new market takes time. Be patient and persistent, and you will eventually succeed.
To summarise, Hiring local staff can help you to understand the local culture and market. Local teams can also help you to build relationships with local customers and partners. Cultural training can help you know the customs and values of the people in your target market, and This can help you avoid making mistakes and build relationships with local customers and partners. Be open to feedback from people from different cultures, and This can help you to understand how your business is perceived in the local market and make necessary changes. Be willing to adapt your business practices to suit the local culture, and This could include changing the way you market your products or services, interact with customers, or do business.”
Future Of The Industry
“What excites you about the future of your industry?”
Abdulaziz Alshamsan shared, “The future of CX in Saudi Arabia is bright, and we are ready for the transformation. The country “Kingdome vision2030″ focuses on quality of life, which touches all aspects of human interactions. We see improvement in infrastructure and positive change, which is an excellent opportunity to introduce new concepts. CX is a new trend and concept. It is evolving and changing rapidly; this makes me excited and more creative.”
Find Abdulaziz Alshamsan on LinkedIn.
Find CXKSA on LinkedIn or visit https://www.cxksa.com.
