Screenless, Voice-First & AI-enabled: The New Reality of CRM & CX
30 September 2026
Venue: Riyadh, Kingdom of Saudi Arabia
The Retail World Insight Circle is an initiative by Retail World in association with SAP, Nagarro, and Donna.
The Insight Circle is an exclusive, closed-door collective of senior C-suite executives, enterprise founders, and commercial leaders who are actively shaping the future of commerce and distribution across the region. Designed as a peer-to-peer knowledge-sharing platform, it brings together a selected group of industry stalwarts to engage in candid, high-level discussions around the forces driving modern business. By blending strategic vision, domain expertise, and operational insights, the gathering empowers leaders to tackle complex market challenges, exchange best practices, and chart agile roadmaps for sustainable, long-term growth.
For over two decades, enterprise CRM has been built around screens—requiring sales reps, field teams, and customer service agents to spend valuable time logging activities, updating records, and managing workflows instead of focusing on customers.
That model is now changing. Voice-first and AI-enabled experiences are bringing a new way of interacting with CRM—where users can engage with business systems naturally. At the same time, AI captures context, automates routine work, and turns customer interactions into actionable business intelligence.
This executive roundtable brings together Saudi Arabia’s consumer goods and distribution senior business and technology leaders to explore how screenless, voice-first, and AI-enabled experiences are reshaping Sales and Service. Through real-world perspectives and a live demonstration of Donna AI with SAP Sales Cloud and SAP Service Cloud.
As routes-to-market expand across traditional, modern, and digital channels in KSA, what architectural and operational shifts are necessary to eliminate silos between field reps, distributors, and central leadership?
With enterprise AI adoption reaching a tipping point, how are forward-thinking organizations moving beyond experimental use cases to embed practical, revenue-generating AI directly into daily workflows?
Why do front-end customer experiences break down when back-end enterprise systems fail to sync in real time, and how can leaders connect core ERP, commerce, and service platforms seamlessly?
How does breaking down internal silos across Sales, Field Service, and Operations allow brands to resolve service friction faster and protect customer lifetime value in a high-growth market?
From Abu Dhabi’s 2027 HFSS placement ban to US SNAP stocking rules, health mandates are rewriting store layouts. Discover how Carrefour, LuLu, and Spinneys adapt.
Multi-million dollar digital investments fail when internal teams operate in channel silos. Discover why restructuring around customer journeys drives true omnichannel efficiency in retail.
As the UK launches ‘Opening Shift’ for 100k youth, MENA retail leaders like LuLu, MAF, and Alshaya leverage specialized academies and HR partners to build frontline talent.
