22-24 October 2017
Dusit Thani, Dubai, UAE

Conference Day Two: Tuesday, 24 October 2017

8:30 am - 9:00 am Breakfast refreshments

9:00 am - 9:45 am KEYNOTE: How to implement a happiness strategy?

During this inspiring keynote, learn how to implement customer happiness initiatives in a different way – through understanding that customer happiness is a subset of customer service satisfaction. Learn how to use smart channels and other innovative technologies to bring happiness to the everyday lives of your customers – ensuring their loyalty and subsequently improving your bottom line.
Jason Willicombe, Founder at Four-C - Experts in Context, Content, Channel and Cadence

Jason Willicombe

Four-C - Experts in Context, Content, Channel and Cadence

9:45 am - 10:30 am Developing an engaging culture towards delighting customers: The Omantel way

  • The importance of culture engagement
  • How employee engagement drives customer centricity
  • How engaged employees can delight customers and improve their loyalty
Saif Al Abri, Senior Manager Training and Development at Omantel

Saif Al Abri

Senior Manager Training and Development

10:30 am - 11:00 am Networking break & refreshments

11:00 am - 11:45 am Transforming your contact centre: Creating a culture of engagement where customer experience can thrive

  • How to create a customer-focused culture that delivers on customer experience
  • Areas of focus for delivering human experiences that generate customer loyalty
  • Upskilling your agents into leaders of tomorrow
Kazim Jessa, Head – Retail Contact Center Operations at Tanfeeth (A subsidiary of Emirates NBD group)

Kazim Jessa

Head – Retail Contact Center Operations
Tanfeeth (A subsidiary of Emirates NBD group)

11:45 am - 12:30 pm Customer Service without a Contact Centre

  • Digitalizing customer service: the case of Expat Woman & Cobone
  • How customers are connecting on a digital level, without the support of a contact centre
  • When, why and how? Exploring the rationale behind the strategy
Gail Livingstone, Chief Operations Officer at ME Digital Group (ExpatWoman & Cobone)

Gail Livingstone

Chief Operations Officer
ME Digital Group (ExpatWoman & Cobone)

12:30 pm - 1:30 pm Networking lunch

1:30 pm - 2:15 pm Preparing For The Digital Era

During this future-focused presentation, Ooredoo share insights into digital transformation initiatives, enhancing customer experience projects and IVR reinforcements.
Motaz  Abdul Baqi, Department Head at Ooredoo Oman Contact Center

Motaz Abdul Baqi

Department Head
Ooredoo Oman Contact Center

2:15 pm - 3:00 pm KEYNOTE PANEL: Gluing it all together

We’ve covered a lot of ground over the past two days. Join this closing panel comprised of our notable keynote speakers and make sure that you walk away with a clear picture of the big things that matter for you to achieve your customer connection goals.
CCW has provided you with the knowledge and tools… now the ball is in your court to take this knowledge forward and make things happen!
Basker Rangachari, SVP and Head of Brand, Marketing & Customer Experience at Mashreq Bank

Basker Rangachari

SVP and Head of Brand, Marketing & Customer Experience
Mashreq Bank

3:00 pm - 3:10 pm Chairman's closing remarks

3:10 pm - 4:00 pm Networking Refreshments & Close of Conference

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. For the most up-to-date programme, please visit the event website.