The CX Cast

Author: Forrester

Research-based guidance on how to manage customer experience (CX) at any organization an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how theyve overcome prevalent challenges managing CX in their organizations.
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439: Practitioner Stories: ENOC
Thursday, 12 February, 2026

A well-designed loyalty program can encourage customer behaviors that unlock shared value. Oil and gas player Emirates National Oil Company (ENOC) has a range of downstream retail offerings, from convenience stores to registration service providers. Suryaveer Singh, head of loyalty CRM and data, describes how he used ENOC's broad ecosystem to create a unique value proposition for customers.