In an organization, every individual plays a key role in enhancing customer experiences and driving company growth, asserted a senior industry expert.
“Who is responsible for growth within an organization? Is it the chief growth officer, chief marketing officer, or chief product officer? In reality, everyone is responsible for or contributes to growth, collaborating on enhancing growth capabilities,” stated Hammad Khan, Director of Customer Experience (CX) at Etihad Credit Bureau, UAE, during his keynote speech at the CX Evolve 2025 UAE Edition conference.
Hosted by Khaleej Times, the UAE’s first English-language newspaper, the conference saw a large gathering of professionals from both public and private sectors to discuss the dynamic field of customer experience. It also featured the unveiling of the UAE’s Top CX Influential Leaders list, honoring pioneers and leaders in the industry. The event was themed “CX for growth: Turning experience into revenue.”
Stay updated with the latest news. Follow KT on WhatsApp Channels.
Delegates at the conference
“Growth extends beyond just sales, marketing, or finance. We need to integrate growth concepts and foster a growth mindset throughout the organization,” Khan emphasized during the event.
“It’s apparent that customer experience is everyone’s responsibility. Ensuring customer satisfaction and an exceptional experience is not solely the duty of the CX department,” he conveyed during his introductory remarks at the one-day conference.
He also highlighted that Etihad Credit Bureau is shifting towards a more customer-centric approach, focusing on educating individuals about credit health and behaviors, aiding them in improving their financial well-being.
This initiative, he added, will also support the economy by building a brighter future for individuals.
Khan announced that Etihad Credit Bureau will soon incorporate buy now, pay later accounts.
