What does it take to lead transformation in a market where trust, culture and experience matter more than technology?
In this episode, Waleed AlHamdan, award-winning CX expert, leadership coach, and CEO of Compass Way, shares a masterclass on what real customer experience looks like in Saudi Arabia today. With over 25 years of experience across sectors like banking and American Express, Waleed reflects on the mindset shifts required to evolve from business-oriented thinking to true customer centricity.
This isn’t just about surveys or NPS. It’s about legacy. Waleed opens up about the emotional intelligence behind loyalty, the strategic use of AI in experience design, and how leaders can create sustainable impact — one relationship at a time.
If you’ve ever wondered what customer experience really means in the Middle East, or how to lead lasting change in your organization, this episode is your blueprint.
In this episode:
● Waleed’s journey from banking to becoming a CX thought leader in the Gulf
● The hidden power of cultural intelligence in Saudi business success
● Why CX is not a marketing function, it’s a core growth strategy
● How to shift organizational mindset from process to people
● What leaders get wrong when trying to “quantify” experience
● How AI can support transformation without losing the human touch
● The legacy Waleed wants to leave behind in C
● How emotional intelligence builds trust and drives long-term value
● The personal growth habits Waleed swears by as a mentor and leader
If you're building in the region, mentoring future leaders, or reimagining how customer experience drives growth, this episode with Waleed AlHamdan is a masterclass in influence and intention.
Follow Waleed AlHamdan.
This episode was brought to you by RevSetter & medlify.
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Hosts:
Haydar - LinkedIn
Ivy - LinkedIn