Location: Abu Dhabi, UAE

Date: 10 October 2023

Government CX Summit – Abu Dhabi

Transforming Citizen Engagement to Enable Effortless CX Across the Entire Customer Journey


The future of customer experience in the public sector holds great potential for improving citizen satisfaction and engagement. As governments worldwide recognize the importance of customer-centric strategies, they are increasingly focusing on enhancing the experiences of their citizens and residence. Moreover, the fact that the pandemic fast tracked the shift to digital across every sector, driving the need to better improve processes to adapt to the sudden surge in digital citizens who now expect all their services and needs be met online in fast, smooth and effortless manner.


To be relevant and keep pace with these changes, government institutions across the world need to revolutionize and transform their CX strategies to not only invest in digital tools but to empower their CX team to be able to leverage these latest technologies to deliver a world class service and effortless experience to citizens.


In response to these changes, governments across the region are implementing various high level programs and initiatives such as the Abu Dhabi Government Program for Effortless Customer Experience which is a government wide approach to enable effortless customer experiences across Abu Dhab Government and position the emirate as a leader in the field. This new model that will addresses the entire customer experience holistically, is benchmarked against international standards and will see major investment in human capital through a government-wide effortless customer experience training programme as announced by the Emirate.


In light of this, the Government CX Summit – Abu Dhabi is being hosted to bring together Government CX, Digital Technology Leaders as well as CX expert to discuss the trends shaping future of customer experience in the public sector, underlying challenges and how to create seamless and citizen-centric experiences that foster trust, engagement, and satisfaction. And ultimately leading to more efficient and effective delivery of services, driving positive outcomes for both governments and citizens.