Waad Alsagri: A Visionary Leader in Customer Experience Transformation

Waad Alsagri is a trailblazing Customer Experience (CX) Consultant at KPMG, where her expertise lies in creating customer-centric strategies that drive engagement, satisfaction, and loyalty. With a deep understanding of customer behavior, business operations, and experience design, Waad has played a pivotal role in helping organizations transform the way they interact with and serve their customers. Her commitment to elevating customer experience has positioned her as a leader in CX transformation in Saudi Arabia.

Shaping Customer Experience at KPMG

At KPMG, Waad leads transformative projects focused on enhancing the customer journey. Her approach is rooted in the belief that customer experience is not just about meeting expectations but about exceeding them at every touchpoint. Waad is adept at conducting thorough customer journey mapping, identifying critical moments that matter, and designing tailored solutions that elevate the experience at every interaction.

Her strength lies in her ability to bring cross-functional teams together to collaborate on a unified vision for CX excellence. Waad facilitates workshops that uncover insights from various departments—marketing, operations, sales, and more—ensuring that the entire organization is aligned in delivering exceptional customer service. Her holistic approach helps businesses cultivate deeper relationships with their customers, resulting in stronger loyalty and long-term engagement.

A Leader in Customer-Centric Strategy

Waad’s strategic thinking in customer experience extends beyond improving customer service. She views CX as a driver of business success, where every customer interaction provides an opportunity to enhance brand perception and strengthen relationships. Her ability to analyze customer feedback and design target-state customer journeys is instrumental in helping businesses adapt to evolving customer needs and expectations.

Through her work at KPMG, Waad develops CX roadmaps that serve as blueprints for long-term success. These strategies are designed not only to address current challenges but also to anticipate future opportunities. Waad ensures that her clients are equipped to deliver consistent, personalized, and meaningful experiences that resonate with their customers.

Founder and Host of the CX Community

As the Founder and Host of the CX Community in Riyadh, Waad has built a thriving platform for customer experience professionals to connect, share insights, and learn from each other. The CX Community has become a vital resource for CX practitioners across industries, fostering a spirit of collaboration and knowledge-sharing that pushes the boundaries of what’s possible in customer experience.

Through the CX Community, Waad regularly hosts sessions with industry leaders from sectors including healthcare, public services, and travel. These sessions are designed to explore the latest trends in CX and to discuss how organizations can continuously improve the customer journey. Waad’s leadership in this space demonstrates her commitment to not only improving CX for her clients but also elevating the entire CX profession in Saudi Arabia.

A Commitment to Customer Experience Excellence

Waad’s passion for customer experience is grounded in her belief that great customer experiences have the power to transform businesses. She approaches each project with a focus on creating solutions that go beyond addressing surface-level issues. Her work is dedicated to developing comprehensive strategies that allow businesses to build strong, lasting relationships with their customers.

By deeply understanding the needs, preferences, and expectations of customers, Waad helps businesses create experiences that are not only efficient but also empathetic and meaningful. Her ability to think strategically, while keeping the customer at the center of every decision, makes her an invaluable partner for any organization looking to improve its customer experience.

A Vision for the Future of Customer Experience

As Saudi Arabia continues to invest in customer experience and digital transformation, Waad Alsagri is leading the charge in creating customer-centric strategies that help businesses thrive in a competitive, customer-driven market. Her vision for the future of CX is one where organizations fully embrace the power of customer experience as a tool for long-term growth and success.

Through her work at KPMG and her leadership in the CX Community, Waad is shaping the future of customer experience in Saudi Arabia and beyond. Her passion for innovation, her strategic insights, and her dedication to CX excellence are helping businesses unlock new opportunities and create meaningful, lasting connections with their customers.