Zahra Eid is the Customer Experience Manager at Beyon, a regional Digital Communications/Telco business based in Bahrain. She explains how she energized their customer experience (CX) program, growing it from research roots to a company-wide, silo-busting program based on action and connecting CX measurement to revenue growth. Host Adam Dorrell leads her to talk about the transformation from the Batelco brand to Beyon and how her CX program has become more digital, just like the company's services. Zahra also discusses how the company’s commitment to excellence has helped elevate the brand. She is a pioneer in identifying market trends, optimizing customer touchpoints, and creating a customer-centric culture within the organization. This is a fascinating insight into the diversity of CX programs worldwide and how customer experience is evolving in the Gulf region.