6-8 May 2018
Sheraton Grand Hotel, Dubai, UAE, Dubai, United Arab Emirates

Forum Day Two: Tuesday, 8 May 2018

8:30 am - 9:00 am Registration, coffee and networking

9:00 am - 9:10 am Opening remarks by forum chairman


9:10 am - 9:40 am The key ingredients of a successful customer experience transformation: True north, design thinking, and organizational cohesiveness

By rallying your organization behind a common, coherent vision consistent with their brand, realigning internal mindsets and behaviors, and applying a generous dash of empathy into designing the customer experience, you differentiate yourself more effectively in highly competitive markets. Don't miss this session to discover some fascinating insights into the best strategies for improving customer experience
Raffaella  Bianchi, Head of Customer Experience at Du

Raffaella Bianchi

Head of Customer Experience

9:40 am - 10:10 am Analysing customer feedback and NPS

To understand how to effectively analyse customer feedback on multiple touch points, this session will cover the importance of putting customer feedback at the heart of your organisation and how it can lead to increased revenue, as well as product improvement
Humphrey Davis, Head of Online Care at Virgin Mobile UAE

Humphrey Davis

Head of Online Care
Virgin Mobile UAE

10:10 am - 10:40 am Digitizing customer relationships with real-time messaging

10:40 am - 11:10 am Case study: Linking NPS to revenue

How do you link net promoter score (NPS) to revenue? This case study will highlight Vodafone’s unique TNPS approach, with insights on how it handles 40 million calls per month

11:10 am - 11:40 am Networking coffee break

11:40 am - 12:10 pm Case study: Customer centric digitisation

This session will explore the use of advanced data analytics solutions to enhance customer experience and expectation and how to implement social media care and experience
Tawfiq Al Lawati, General Manager Customer Care Telecommunications, at Omantel

Tawfiq Al Lawati

General Manager Customer Care Telecommunications,

12:10 pm - 12:40 pm Panel discussion: Customer Experience in a digital world challenges and opportunities

Sammy Tuffaha, Director of Solution Marketing Digital Payments and eCommerce at Etisalat

Sammy Tuffaha

Director of Solution Marketing Digital Payments and eCommerce

Ricardo Langwieder-Gorner, Chief Executive Officer at Silah Gulf W.L.L.

Ricardo Langwieder-Gorner

Chief Executive Officer
Silah Gulf W.L.L.

12:40 pm - 1:10 pm Shaping a design-driven experience for B2B customers

Key learning outcomes of this high-level session include:

  • Understand customers’ needs and perspectives
  • Structure a programme to unify the organisation
  • Design hybrid journeys combining digital and human interactions
  • Use an agile approach to cut through complexity and drive differentiation
Rim Dourai, Director Customer Experience and Process Management at Du

Rim Dourai

Director Customer Experience and Process Management

1:10 pm - 2:40 pm Networking lunch break

3:30 pm - 3:30 pm Close of forum

The published programme is correct at time of printing. However, given the seniority of our speakers and the nature of their roles, speakers may subsequently substitute or remove themselves from the programme. This is always regrettable, and we will always try to replace the speaker with a speaker with equivalent insight.