We were proud to take part in the CXWorld Monthly Forum, which brought together customer experience experts and decision-makers to explore a timely question: how can contact centers move beyond answering calls to become true arenas of excellence?
The discussion highlighted a clear shift. Customers now expect fast, consistent and personalized service on every channel, from calls and email to webchat, social media and mobile apps. Contact centers that meet this expectation become a source of insight and loyalty rather than a cost center.
Ithra United shared its experience in running and developing contact centers, covering the people, process and technology elements that make the difference: well-trained and motivated teams, clear quality frameworks, integrated omni-channel platforms, and AI tools that analyze every interaction to reveal the reasons behind customer contact and improve performance continuously.
Forums like CXWorld are an important space for knowledge exchange within the Saudi CX community. We thank the organizers and participants for a rich discussion, and we remain committed to helping organizations turn every customer interaction into an opportunity for excellence.
