Conference Day One: Tuesday, 17th September 2019

8:30 am - 9:20 am conference day one: tuesday, 17th september 2019

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Guilherme Rodrigues

AVP Customer Experience and Design Lead
Payit – First Abu Dhabi Bank

Phase 1: The CX Driver – What makes a great CX?

Digitalising your legacy; The CX future of tech advancement
In 2018, $75 Billion globally was lost due to poor Customer Experience and Service. On the flip side,
few companies who mastered Customer Experience and Service cashed in on those $75 Billion.
(*Forbes’18) Achieving customer centricity is the key to business success!

9:30 am - 9:50 am KEY TECH ENABLER: DIGITAL TRANSFORMATION: Case study: How Jetex became the only private aviation company globally to be awarded a 5 star rating by The Global Star Rating System for Services for providing exceptional experience for customer happiness across all service channels

Adel Mardini - CEO and President, Jetex
With over 465 employees in 56 locations in the world, Jetex hit a milestone when they received 5 stars for their Paris and Dubai offices. The Paris and Dubai locations assessed were evaluated on eight aspects, including strategic alignment, customers, services, channels, customer experience, service efficiency and innovation, human resources and technology, against 127 requisites.

Key question: What were the drivers behind Jetex’s unmatched success in providing exceptional experience?
  • What was their primary mission and how did they work towards it?
  • How is Jetex working towards its future goal of hitting the 5 stars globally?
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Adel Mardini

CEO and President
Jetex

9:50 am - 10:10 am Optimizing the Operations of Corporate and Government Services Through Automation – An Innovative Approach

Dr. Ayoub Kazim - Managing Director, axs
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Dr. Ayoub Kazim

Managing Director
axs

Creating an efficient and effective human centred CX Model
Consumers with an emotional connection to a brand have a 306% higher lifetime value, stay with
a brand for an average of 5.1 years vs. 3.4 years, and will recommend brands at a much higher rate
(71% vs. 45%) (Source: Motista’18). Companies need to develop experiences that allow their customers to easily
move between digital and human interactions so that they can get the experience and service they want.

10:10 am - 10:40 am KEY ENABLER: TRAINING & HUMAN DEVELOPMENT: Empowering customer experience by investing in people to serve the people; how emotional connections drive loyal customers to spend up to 10 times more!

Guilherme Rodrigues - AVP Customer Experience and Design Lead, Payit – First Abu Dhabi Bank
Whilst most companies are completely hitting the automation button, Guilherme believes its important to keep the human emotional touch into consideration, after all nothing creates an experience better than hitting the right emotions!

Key question: How do we empower decision makers to consider customer requests into their product to drive business growth?
  • Cultural shift: Putting the customer at the center of business decisions
  • 1 customer means everything: How isolating customer issues may lead your organization in becoming a failure
  • Journey: Efficienct and effective are not co-dependent; Understanding your customer journey and making it visible to everyone who cooperates into this journey with employees of a company
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Guilherme Rodrigues

AVP Customer Experience and Design Lead
Payit – First Abu Dhabi Bank

10:40 am - 11:05 am KEY ENABLER: CUSTOMER INSIGHTS: Putting the customer and employee at the centre of customer experience – reciprocal duality

Dr. Damian Cotchett - Senior VP – Head of CX, Noor Bank
The presentation will explore how organisations optimise the capabilities of the whole organisation to accelerate customer experience outcomes. Key topics covered:

  • The connection between customer insights and leadership decision-making
  • Targeting customer touchpoints through employee capabilities
  • Sharing a model of reciprocal interactions to accelerate customer centric culture outcomes
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Dr. Damian Cotchett

Senior VP – Head of CX
Noor Bank

11:05 am - 11:10 am CX Transformation



11:10 am - 11:25 am Networking break

11:25 am - 11:45 am Speed Networking

Speed Networking
Leveraging optimal digital solutions to drive CX and business sustainability Saudi Gazette states that, in the
Middle East 88% of organizations recognize CX as a differentiator leading to part of their business sustainability.
Businesses are now competitive more than ever striving to deliver efficiency and experience.

11:45 am - 12:10 pm KEY TECH ENABLER: DIGITAL TRANSFORMATION: Case study: Know how United Arab Bank’s automated transactional activities have led to increased customer satisfaction

Mai Momani - Head of Client Experience, United Arab Bank
UAB’s new state-of-art ATM application resulted in significantly improving its customer satisfaction levels. In this case study, Mai will speak about the new ATM platform, showcase its capabilities and will demonstrate the importance of increased digital innovations to meet customer expectations & improve efficiency.

Key question: How does I deposit enhance the customer satisfaction level?
  • Discussing the advantages of automated transactional activities
  • How to keep the measure of customer origination
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Mai Momani

Head of Client Experience
United Arab Bank

12:10 pm - 12:30 pm Focal Point: ROX (Return on Experience)

Ali Shabdar - Regional Director MEA, Zoho Corporation
Investing in Return on Experience and transforming how we look at value creation both externally and internally

  • Revisiting CX and adding EX to the mix
  • Digital Transformation in the context of CX
  • Measuring experience as a key organizational metric
  • Bringing everyone onboard


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Ali Shabdar

Regional Director MEA
Zoho Corporation

Phase 2: The interaction journey space – How does the customer interact with your business?

To ensure CX is successfully implemented, organisations must provide a crystal clear experience. Customer service is a momentary action which adds up to CX, but CX is the entire journey of the customer from the very first touch point with the organization, offline or online.

Key question: How do you address the growing need for CX culture on the whole?

Panelists:
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Monalisa Watfa

Chief Experience Officer
Saudi German Hospitals

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Melissa Jarvinen

Director of Sales and Marketing
Novo Cinemas

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Sunny Landeros

Brand and Communications Director
Jetex

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Kazim Jessa

SVP, Head – Retail Contact Center Operations
Tanfeeth

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Arjan Schimmel

International Customer Experience Director and Strategist
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1:10 pm - 1:35 pm KEY ENABLER: BUSINESS DEVELOPMENT SOLUTIONS: Measuring customer happiness beyond numbers; delivering a continuous and connected digital experience to boost revenue by up to 15%

Taiyab Ghafoor - Group Director - Organised Retail, Axiom Telecom
Kaleigh Moore says improving the customer journey has the potential to not only increase customer satisfaction by 20%, revenue by up to 15%, while lowering the cost of serving customers by as much as 20%.

Key question: How to achieve an accurate understanding of customers and strategise for growing business needs?
  • How to make your customer service KPI focused?
  • Experience is a lot more than a quantitative measure – the qualitative element cannot be underestimated
  • Why does great customer experience matter and how can it be leveraged
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Taiyab Ghafoor

Group Director - Organised Retail
Axiom Telecom

1:30 pm - 2:30 pm Lunch Break

At your service; going the extra mile in enhancing customer interactions
Global voice commerce is expected to increase by from $2 billion to reach $40 billion by 2022, according to an OC&C Strategy
Consultants survey. Brand recognition is the key element that businesses establish with a strong customer interaction.
By proactively encouraging customers to reach out, companies create enhanced trust and transparency, leading to stronger customer engagement.

2:30 pm - 2:50 pm KEY TECH ENABLER: Why we should train our staff in Customer Service delivery in order to go Beyond Customer Satisfaction. Using VR innovation tools for multinational companies.

Vessela Melamed - CEO, exTempore



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Vessela Melamed

CEO
exTempore

To capture the real touch points of a customer in their journey, businesses tend to drive themselves into technology that provides an experience across all channels seamlessly. However, some argue that while omnichannel focuses on offline and online equally, multi-channel is the way to go ahead as it provides more importance to the channels facing heavier traffic. In this panel discussion the pros and cons of both will be evaluated.

Key question: How do you choose which among the two suit your business model with the customer journey touchpoints?

Panelists:


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Sarah Lattouf

Head of Digital Marketing
CX Network IQPC Global

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Dr. Damian Cotchett

Senior VP – Head of CX
Noor Bank

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Dr. Raffaella Bianchi

Head of Customer Experience
Du

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Abdulaziz Al – Shamsan

Head of CX and Digital Transformation
Ministry of Labor and Social Development

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Feras Ahmed

Managing Director
Silah Gulf

3:20 pm - 3:45 pm Trends in Customer Experience - An overview of MODON's Customer Experience

Mohammed H. Alhazmi - Customer Care Manager, MODON

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Mohammed H. Alhazmi

Customer Care Manager
MODON

With robots taking over the mundane and repetitive jobs, the human are provided with an opportunity to be involved with front line jobs. But how much is too much? What does this mean for day to day jobs? This debate will highlight the importance of human intervention vs the robotic force.

Further to 30 mins of the debate, the audience will have an open round of 10 minutes to raise questions to either member of the team.

The audience will be provided with a sheet with both team names on each side and upon completion of the debate, the audience takes the call for the winning side!

Team Automation/Team Humans
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Melissa Jarvinen

Director of Sales and Marketing
Novo Cinemas

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Mai Momani

Head of Client Experience
United Arab Bank

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Guilherme Rodrigues

AVP Customer Experience and Design Lead
Payit – First Abu Dhabi Bank

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Dr. Raffaella Bianchi

Head of Customer Experience
Du

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Dr. Damian Cotchett

Senior VP – Head of CX
Noor Bank

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Sunny Landeros

Brand and Communications Director
Jetex

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Sarah Lattouf

Head of Digital Marketing
CX Network IQPC Global

4:30 pm - 4:30 pm End of conference day one and commencement of CX Awards

4:45 pm - 6:00 pm CX Awards Reception

RECOGNISING THE GAME-CHANGERS IN THE CUSTOMER EXPERIENCE INDUSTRY

Join us for the most exciting awards evening, now in its 5th Edition, Customer Experience Week Middle East. Awards continue to grow in size and importance in receiving nominations from across the region for various categories. Let’s come together to celebrate the winners and of course network!