Across industries, customer experience is becoming the decisive battleground for competitive advantage. In the Middle East—and particularly in Saudi Arabia—bold national visions and digital transformation agendas are accelerating the reinvention of how organizations engage with individuals. Artificial intelligence is at the heart of this shift, moving beyond automating interactions to enabling dynamic, adaptive, and emotionally resonant experiences at scale.
Today’s leaders face a new imperative: to architect customer experiences that are predictive, personalized, and continuously evolving. Success demands mastering both the art—understanding human emotion, context, and trust—and the science—leveraging AI, data, and decisioning technologies with precision and scale. As intelligent experience design moves from conceptual possibility to operational reality, organizations must navigate new challenges around governance, transparency, and human-machine collaboration.
This edition of MIT SMR Connections, powered by e& engage x and Genesys, will convene senior customer experience decision-makers to explore how AI is reshaping the future of customer engagement—and how organizations can lead in this next era of competitive differentiation.
An engaging discussion on how AI-driven experience orchestration is reshaping customer engagement. Participants will explore strategies for designing adaptive, predictive, and human-centric journeys while navigating governance, trust, and operational scale.
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