Conference Day Two: Wednesday, 18th September 2019

9:20 am - 9:30 am Opening remarks by chairperson

Phase 3: The CX impact on customer behavior

Hitting the right cords; customer satisfaction management
In a survey of customer experience team leaders, 100% of respondents agreed that customer experience management cannot succeed without engaged employees. Further, 97% of CX team leaders agreed that CXM is a business strategy for creating loyal customer relationships, and 89% said it includes any effort to improve customer satisfaction. (Source: Customer Think’19)

9:30 am - 10:00 am KEY TECH ENABLER: AUGMENTED REALITY & VIRTUAL REALITY: Case study: Keeping up with the millennial trend; setting a creative and distinctive CX strategy that will be a part of the 4 trillion USD emerging markets by 2030

Naveed Pirzada - Chief Strategy Officer, Mall.Global
The USD 500 Million debut venture of the Dubai based tech firm Mall.Global’s true hybrid experience is designed to match the lifestyle of the digital natives. Mall.Global is designed to be the true definition of a digital mall, where brands can do much more than just sell products and in fact recreate the retail experience to deliver the perfect bridge between on-ground and online.

Key question: How will everywhere innovation impact the millennial behaviour and what does this mean for traditional e-commerce?
  • Creating the sense of ‘Try and Buy’ beyond the traditional e-commerce
  • What does it mean for customer loyalty and engagement?

Naveed Pirzada

Chief Strategy Officer

There is no CEO in the world who does not want to be customer focused. However these who actually are , are still rare. Introducing Customer experience is not so difficult, however making sure the whole organization is aligned with and acting in line with the desired customer experience is the real challenge.

  • What are the conditions to make CX successful
  • How do you secure the implementation across the whole organization
  • How do you measure the results

Ryanne van de Eijk

Chief Customer Experience Officer
Ras Al Khaimah Economic Zone

Many things that seem obvious (basics) are often overlooked. As a result many basics are now almost becoming uncommon and creating frustration for customers. The fix can be easy, but it requires the right focus

Arjan Schimmel

International Customer Experience Director and Strategist

The new oil in the CX engine – Data!
Gartner states, by 2020 more than 40% of all data analytics projects will relate to an aspect of customer experience. in order to deliver an excellent customer experience, you have to know your customers better than ever before. This means creating complete customer profiles that help you understand and measure your customers’ behaviors at every touch point across multiple channels.

11:00 am - 11:25 am KEY TECH ENABLER: DATA MANAGEMENT & ANALYTICS: Case study: Nissan’s full proof plan in devising a holistic customer experience journey turning customer pain points into strength factors

Hussein M. Dajani - General Manager - Digital and Customer Experience Transformation - Africa, Middle East, India, and Turkey, Nissan Motor Co.
Nissans’ tagline states - Innovation that excites. Nissan got the motto right from the start especially when 60% of the UAE region is represented by the digital natives under 30.

Key question: How do you create enough trust in people to convince them to share their data with you and make them actually benefit from that?
  • How Nissan created a 360 degree CX in the organization across all departments?
  • How does Nissan create personalized products based on data?
  • How do internal hackathons play a role in developing CX?

Hussein M. Dajani

General Manager - Digital and Customer Experience Transformation - Africa, Middle East, India, and Turkey
Nissan Motor Co.

11:25 am - 11:50 am Networking Break

11:50 am - 12:15 pm KEY TECH ENABLER: DATA MANAGEMENT & ANALYTICS: Empowering Employees through Customer Journey Mapping

Melissa Jarvinen - Director of Sales and Marketing, Novo Cinemas
Novo Cinemas successfully launched the regions largest IMAX catering to an experience ahead of its competition. But Melissa strongly believes that until the organization does not comply with customer centricity and the right data, it is difficult to create such experiences.

Key question: How does data map out the relevant real-life touch points driving business growth?
  • How to effectively run your customer journey map into a practical tool?
  • How to combine one-of-a-kind seamless customer experience with real-life touch?

Melissa Jarvinen

Director of Sales and Marketing
Novo Cinemas

12:15 pm - 12:40 pm KEY TECH ENABLER: DATA ANALYTICS: Case study: How infusing predictive anxiety analysis in their CX strategy caused a 20% improvement in transactions per customer for the leading online retailer in India?

Prabhu Ramadas - Director and Head of Products, CX, Flipkart
Flipkart a major retailer in India has deployed predictive analytics in creative ways including how it delivers service through its contact centers with 72% higher chances of gaining recommendations. This case study focuses the ease of data flow that lets Flipkart enjoy its customer loyalty.

Key question: How has Flipkart created a multi dimensional CX strategy?
  • Creating the end-to-end ease of shopping; checkout journey process
  • Transforming predicted and proactive CX; how did they move from a reactive CX?

Prabhu Ramadas

Director and Head of Products, CX

12:40 pm - 1:10 pm KEY ENABLER: STRATEGIC SOLUTIONS: Designing and implementing an effective CX strategy; Riyad Bank is becoming a profitable entity by leveraging better experiences

Peter Halsor - SVP - Customer Experience, Riyad Bank
Riyad Bank is a $11.5B financial institution with over 3,000 employees globally working on becoming a customer-centric organization that relies on customer insight. Peter as the SVP – CX is working on creating better experiences using those insights leading to higher growth of the bank.

Key question: The strategic imperative – why is it important?
  • Voice of Customer
  • How to work on service design, design thinking and innovation
  • Customer-centric processes and operational efficiency
  • Together we are stronger; Customer testing & co-collaboration

Peter Halsor

SVP - Customer Experience
Riyad Bank

1:10 pm - 2:10 pm Lunch Break

Phase 4: The CX impact on financial metrics

Know your customer exclusively - CX strategy on point; reduced customer churn
According to Esteban Kolsky, if a customer is not satisfied, 13% of them will complain to 15 or more people that they are unhappy. On the other hand, 72% of customers will share a positive experience with 6 or more people. 67% of customers mention bad experiences as a reason for churn, but only 1 out of 26 unhappy customers complain. The rest, they just leave.

2:15 pm - 3:45 pm WORKSHOP - Egypt as our outsourcing partner

  • Why outsource to Egypt now
  • The Advantages of Egypt
  • Talent pool of Egypt

3:45 pm - 3:45 pm End of conference