22-24 October 2017
Dusit Thani, Dubai, UAE
Zohaib Malik, Head of Contact Centre and CX at GLOBIST

Zohaib Malik

Head of Contact Centre and CX

Check out the incredible speaker line-up to see who will be joining Zohaib.

Download The Latest Agenda

Conference Day One: Monday, 23 October 2017

Monday, October 23rd, 2017

9:45 AM PANEL DISCUSSION: The future of customer contact in a digital era

  • How your customers are redefining customer contact and what this means for you
  • Finding the right balance of physical and digital contact for an effortless consumer experience
  • Exploring smart channels of communication to build into your strategy
  • Transforming your contact centre into a “centre for happiness”

4:45 PM Customer Patience Time (CPT): The ignored brand-breaker

Advancements in technology have made the “digi/soci” customer of today restless and impatient, with higher expectations. When patience is broken, CX is damaged, loyalty is questioned and reputational risk is heightened.

  • The three key players for achieving CPT goals - process, technology and data
  • Using CPT as a KPI for mapping your digital customer journey
  • The real life story of a company who started focusing on CPT and how it enhanced CX