Ahmad Sidawi: Saudi Arabia Is a Regional Hub for Genesys’ AI Driven Customer Experience Strategy
Ahmad Sidawi, Regional Director and General Manager for Saudi Arabia at Genesys, reaffirmed the company’s long term commitment to the Kingdom, highlighting Saudi Arabia’s growing role as a strategic hub for AI driven customer experience across the region.
Speaking in a media interview conducted on the sidelines of Xperience on Tour Riyadh 2026, Sidawi outlined how Genesys’ presence in Saudi Arabia has evolved over more than a decade, with a significant acceleration in expansion over the last two years following the company’s Regional Headquarters license in November 2024.
Since then, Genesys has scaled its local footprint in response to rising demand for experience transformation, growing its team in the Kingdom, with continued expansion planned as adoption increases across key sectors.
Sidawi noted that Genesys solutions are now used by hundreds of organizations in Saudi Arabia, spanning government and semi government entities, healthcare providers, banks, telecom operators, airlines, and major retail groups.
In parallel, smaller and mid-sized organizations are supported through a strong ecosystem of local partners, helping extend access to advanced customer experience capabilities.
Saudi Arabia’s selection as the first global stop for the 2026 Xperience on Tour reflected the scale of investment and confidence Genesys has placed in the market, reinforcing the Kingdom’s importance within the company’s wider regional strategy.
SPL (Saudi Postal and Logistics Services Company), Almajdouie Motors Company, and Stafio.ai were among the customers that spoke at event.
Sidawi emphasized that customer experience is increasingly becoming a competitive differentiator, particularly in industries where products and services are similar, and where trust and loyalty are shaped by the quality and consistency of customer interactions.
