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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
● 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.
Did you find this episode valuable? Make sure to like, subscribe, and share your thoughts in the comments! We're building the Middle East's customer success & revenue community together, and your voice matters. See you in the next episode!
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This episode was brought to you by RevSetter & medlify.
Did you find this episode valuable? Make sure to like, subscribe, and share your thoughts in the comments! We're building the Middle East's customer success & revenue community together, and your voice matters. See you in the next episode!
—-----
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Hosts:
Haydar - LinkedIn
Ivy - LinkedIn
Creators and Guests
Host
Haydar Al-Saad
Haydar Al-Saad is the founder and CEO of RevSetter, the Customer Success & Revenue platform that turns CS into the new revenue engine. With almost two decades of experience in building and leading customer-centric teams & organizations, I have a passion for helping companies and teams unlock the potential of every customer in order to improve retention, accelerate expansion, and fuel revenue growth.
What is The Success Revenue Podcast?
The Success Revenue Podcast is the only podcast in the Middle East that brings you leaders in Customer Success, Account Management, Sales and GTM to share ideas, perspectives, and valuable learnings on how to successfully drive revenue, delight customers and take it to the next level.