Session Overview
How do you make someone working at Raising Cane’s in Saudi Arabia, Victoria’s Secret in Poland, or H&M in Morocco feel part of one company? For Alshaya Group, a family business founded in 1890 with 50,000 colleagues from more than 120 nationalities, that question shapes every engagement decision.
Naima Elmi and Dalia Hefny (Alshaya Group), explain how their Unily intranet, CONNECT, answers it by giving every colleague the same level of access to company news and information. Short, frontline-focused content lets people see themselves in the story, while recognition, the Alshaya Unplugged podcast, and Sports & Social bring frontline voices forward and start to break down silos.
This session is all about how Alshaya Group cultivated ‘The Experience Chain’ to draw a direct line between a bolstered sense of belonging and an improved customer experience through a mobile-first initiative that created real, measurable impact for their front line.
What you’ll learn
Watch the session to discover:
- How Alshaya reached almost 60% mobile adoption on personal devices
- Why asking store teams what they need beats starting with content, particularly when learning has to fit between customers
- How to tailor learning to different divisions and markets, including real customer scenarios, certificates, and downloadable guides teams use in daily huddles
- What happens to both employee and customer satisfaction rates when frontline workers own the culture
Meet the speakers:
Naima Elmi - Senior Internal Communication Manager, Alshaya Group
Naima has spent the last 7 years connecting and engaging a workforce of 50,000+ colleagues in 19 markets across the Middle East, Türkiye and Europe. Under her leadership, Alshaya's intranet has become a platform that champions frontline voices, strengthens the company's EVP, and builds a people-first culture.
Dalia Hefny - Head of Customer Experience, Alshaya Group
Dalia leads the customer experience agenda across 70+ brands and 14 markets. With more than 17 years of experience across retail, F&B and hospitality in MENA, her career has focused on shaping how customer experience is understood, designed, measured, and delivered across complex, multi-brand organizations. Her approach combines strategic thinking with practical execution, with a focus on creating meaningful change for customers, colleagues and the business.
Jane Golding - Manager, Customer Success & Growth, Unily
A seasoned leader with a proven track record of building high-performing teams while driving retention and growth across all segments of customers. Balances strong commercial outcomes with a focus on customer value & long-term partnership.