The 9th edition of HR GIG marked a significant milestone, becoming Malta's inaugural CX Conference.

Hosted by renowned TV personality Stephanie Spiteri, the event took place at the Grandmaster Suite,Hilton Malta, and opened with a speech by Joseph Farrugia, Founder of HR GIG and Director at StreetHR, alongside Prof. Vincent Marmara, Malta's leading statistician, who highlighted the current state of Employee Experience (EX) and Customer Experience (CX) in Malta.  In his address, Joseph Farrugia underscored the urgent need for both public and private sector organisations to take bold steps in enhancing Customer Experience (CX). He emphasized that by doing so, these improvements could significantly elevate the overall concept of CX at a national level.

The outcome of the survey continued to reinforce the gaps that exist for Malta to reach adequate levels in Customer Experience (CX).

Antoaneta Iossivofa, Head of People and Culture at MFSA, delivered a compelling keynote speech on "The Power of Employee Experience." She redefined EX beyond perks, demonstrating its profound impact on employee engagement, productivity, and retention. Iossivofa stressed the need for businesses to prioritise EX as a strategic imperative to cultivate a high-performing workforce.

Scott Lee Holloway, Senior Customer Experience Manager at APS Bank, discussed the evolution of Customer Experience in his address, "What CX is All About." He explored the shift from transactional interactions to holistic experiences, emphasising the importance of linking CX strategies to customer loyalty and business growth.  Holloway also emphasised the difference between 'Intentional' and 'Accidental' customer experience strategies thus urging organisations to think proactively when designing and shaping their approaches and interactions with customers.

The event included an experiential learning activity coordinated by Outdoor Living Malta titled "Building Bridges: Integrating Customer and Employee Experience through Cross-Functional Collaboration." This interactive session, involving all speakers, allowed participants to experience the practical integration of EX and CX, highlighting the importance of customer centricity and cross-functional teamwork.

A panel discussion on "Harmonising EX & CX - A Practical Perspective" followed, offering attendees actionable insights for aligning EX and CX in their organisations. Moderated by Yasmin De Giorgio, CEO at Shireburn Software and Founder of Sanya Eco Spa, the panel featured experts such as Martin Schillig, CHRO at Casumo; Tony Namulo, Founder and Chief Experience Architect at Tavale'; Kate De Cesare, Chief Sustainability Officer at Eden Leisure Group; Shawn Stanyer, Head of CX, UX & Creative Hub at Bank of Valletta; and Wayne Caruana, Psychotherapist at Home Based Therapeutic Services.

During the panel discussion, experts explored the evolving relationship between Customer Experience (CX) and Employee Experience (EX), highlighting key insights from various industries. Panelists discussed the differences between traditional customer service and CX, the role of HR in enhancing both, and how investing in EX can drive CX improvements. Notable examples showcased the value of understanding customer needs, while the panel also addressed challenges, including leadership development, employee well-being and empathy-building, that HR teams face in bridging the gap between CX and EX.

The event wrapped up with a networking stand-up lunch at The Hilton Business Centre, where delegates connected with exhibitors and enjoyed a live musical performance by Mark Rapa and Sarah Bonnici.

HR GIG 9 was proudly partnered with The Malta Chamber of Commerce, Enterprise and Industry, Information Systems Ltd, Shireburn Software Ltd, Outdoor Living Malta, StreetHR, APS Bank, and The Hilton Malta.

HR GIG 10 (Special Edition) will be held on 12 September 2025.

For more information on future HR GIG events, visit https://streethr.com.mt/hr-gig/ or contact [email protected].