CX Show Conference Day One: Wednesday, 17 June 2020

8:30 am - 9:30 am Registrations & networking

9:30 am - 9:35 am Opening remarks by IQPC

9:35 am - 9:40 am Opening remarks by the Chairperson

9:40 am - 10:00 am KEYNOTE PRESENTATION: Re-organising & strategising around the customer experience mandate

Andrea Prazakova - SVP Customer Experience & Design, MasterCard MEA
Experience-led companies have higher brand awareness, employee satisfaction, order value, customer retention, return on spend, and customer satisfaction rates according to a study done by Forrester Consulting.

  • What initiatives can be incorporated into your CX strategy?
  • How can you evoke the emotions of customers to win their trust & loyalty?
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Andrea Prazakova

SVP Customer Experience & Design
MasterCard MEA

  • How can Artificial Intelligence & Intelligent Automation support each other to transform the way we deliver CX
  • AI & IA used as tools to assist CXOs and CMOs to automate tasks
  • Conversational AI, the future of CX?
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Dr. Raffaella Bianchi

Head of Customer Experience & Operations
Du

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Hussein Dajani

GM, Digital & Customer Experience Transformation
Nissan Motor Corporation

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Damian Cotchett

SVP & Head of Customer Experience
Noor Bank

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Peter Halsor

Chief Customer Experience Officer
Riyad Bank

10:30 am - 10:50 am PRESENTATION: Measuring the ROI of CX – How to link your CX initiative to your ROI

Sanjive Khosla - Chief Commercial Officer, Expo 2020
CX is one of the first teams/departments whose budget will be cut if need be. Although CX is becoming an increasingly valuable aspect of business growth, it is still a challenge to measure ROI for your CX initiatives. Experts across various industries take the stage to discuss how they have been measuring ROI on their CX projects and how this can improve.

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Sanjive Khosla

Chief Commercial Officer
Expo 2020

10:50 am - 11:05 am Speed networking

11:05 am - 11:20 am Refreshments & networking break

11:20 am - 11:30 am Expo hall opens to public

11:30 am - 11:50 am PRESENTATION: Creating & driving a customer-centric culture from the bottom

Christoph Koster - Head of Group Customer Experience, Emirates NBD
CX strategy should be led and driven by the top level but empowering everyone from the bottom-line across the enterprise to optimise customer interactions are crucial to build a customer-first culture in your organisation.

  • Internal training - reskilling and upskilling your team
  • Getting boardroom buy-in into the CX culture
  • Demonstrating ROI for the customer-centricity initiative
  • Accessing the outcomes and improving where necessary
  • Culture vs strategy
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Christoph Koster

Head of Group Customer Experience
Emirates NBD

INTERACTIVE DISCUSSION GROUPS (IDGS)

11:50 am - 1:10 pm Chatbots – Are they winning or losing customers?
Samih Abutaleb - Group Head Digital Transformation, Ahli United Bank, Bahrain
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Samih Abutaleb

Group Head Digital Transformation
Ahli United Bank, Bahrain

11:50 am - 1:10 pm Happy employee = Happy customer Innovations in workforce management
Guilherme Rodrigues - AVP Customer Experience and Design Lead, First Abu Dhabi Bank
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Guilherme Rodrigues

AVP Customer Experience and Design Lead
First Abu Dhabi Bank

11:50 am - 1:10 pm CX personalisation – What about data privacy & security?
Hussein Dajani - GM, Digital & Customer Experience Transformation, Nissan Motor Corporation
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Hussein Dajani

GM, Digital & Customer Experience Transformation
Nissan Motor Corporation

1:10 pm - 2:10 pm Lunch & networking break

STREAM A: AI & AUTOMATION IN CX

2:10 pm - 2:40 pm Transforming and improving customer experience with artificial intelligence & machine learning
Hussein Dajani - GM, Digital & Customer Experience Transformation, Nissan Motor Corporation
AI/ML is definitely the root to digital transformation within the CX space. In 2011, Gartner predicted that 85% of customer relationships would be managed by AI and without human interaction by the year 2020. With the amount of data we have access to, it opens the doors to utilise the data for machine learning and AI, which can improve everyday experiences for customers.

  • What is AI bringing to the CX table?
  • Perspectives & predictions on what AI will offer in the near future
  • What are the best strategies to implement AI into your CX processes?
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Hussein Dajani

GM, Digital & Customer Experience Transformation
Nissan Motor Corporation

STREAM A: AI & AUTOMATION IN CX

2:40 pm - 3:10 pm Developing an AI game plan – Best practices on connecting the AI strategy with your CX strategy
Mohamed Noweir - Customer Growth & Experience Director, Careem
  • Establish what you want to achieve from AI in your organisation
  • Types of AI to be used within CX
  • Think big, start small
  • Is your customer data ready for the AI strategy
  • Setting up the right internal support structure
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Mohamed Noweir

Customer Growth & Experience Director
Careem

STREAM B: CUSTOMER DATA & INSIGHTS

2:10 pm - 2:40 pm Best practices to gain customer data & extract valuable insights – Putting your customer at the boardroom table
Monalisa Watfa - Group Chief Experience Officer, Saudi German Hospital
  • Strategies to gain valuable feedback from customers
  • Analysing and processing the collected data
  • Integrating the insights gained into your marketing and CX strategy
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Monalisa Watfa

Group Chief Experience Officer
Saudi German Hospital

STREAM B: CUSTOMER DATA & INSIGHTS

2:40 pm - 3:10 pm Breaking down silos of data to get holistic view of customer
Ali Alkhazali - Customer Experience Manager – Excellence Management, Abu Dhabi Ports
  • How can you provide the best customer experience without really knowing who your customer is and what they want
  • Fragmented customer engagement systems fail to deliver a holistic, unified view of the customer experience and therefore, potentially adding to customer dissatisfaction, which could lead to losing customers
  • How can you break down the silos to get one holistic view of the customer?
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Ali Alkhazali

Customer Experience Manager – Excellence Management
Abu Dhabi Ports

STREAM C: OMNI-CHANNEL EXPERIENCES

2:10 pm - 2:40 pm Synchronising multiple channels to deliver consistency in customer experiences
Ihab Alzarieni - Head of Customer Experience & Delivery Channels, Bank of Jordan
  • Challenge in creating consistency across the channels
  • Who should be driving the omni-channel strategy?
  • Single view of customer is necessary to deliver consistency, how can it be done?
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Ihab Alzarieni

Head of Customer Experience & Delivery Channels
Bank of Jordan

STREAM C: OMNI-CHANNEL EXPERIENCES

2:40 pm - 3:10 pm Establishing an efficient and effective omnichannel experience to increase customer satisfaction and loyalty
Kaushik Mukherjee - SVP Customer Experience, Noon
  • Looking into the challenges faced in 2020
  • How to build the right omni-architecture
  • Ensuring efficient interactions with omni-channel self service
  • Reviewing channel effectiveness & prioritisation in an omni-channel world
  • Network, web and app security compliance
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Kaushik Mukherjee

SVP Customer Experience
Noon

3:10 pm - 3:30 pm Afternoon refreshment & networking break

STREAM A: AI & AUTOMATION IN CX

2:40 pm - 3:10 pm Developing an AI game plan – Best practices on connecting the AI strategy with your CX strategy
Mohamed Noweir - Customer Growth & Experience Director, Careem
  • Establish what you want to achieve from AI in your organisation
  • Types of AI to be used within CX
  • Think big, start small
  • Is your customer data ready for the AI strategy
  • Setting up the right internal support structure
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Mohamed Noweir

Customer Growth & Experience Director
Careem

STREAM B: CUSTOMER DATA & INSIGHTS

2:40 pm - 3:10 pm Breaking down silos of data to get holistic view of customer
Ali Alkhazali - Customer Experience Manager – Excellence Management, Abu Dhabi Ports
  • How can you provide the best customer experience without really knowing who your customer is and what they want
  • Fragmented customer engagement systems fail to deliver a holistic, unified view of the customer experience and therefore, potentially adding to customer dissatisfaction, which could lead to losing customers
  • How can you break down the silos to get one holistic view of the customer?
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Ali Alkhazali

Customer Experience Manager – Excellence Management
Abu Dhabi Ports

STREAM C: OMNI-CHANNEL EXPERIENCES

2:40 pm - 3:10 pm Establishing an efficient and effective omnichannel experience to increase customer satisfaction and loyalty
Kaushik Mukherjee - SVP Customer Experience, Noon
  • Looking into the challenges faced in 2020
  • How to build the right omni-architecture
  • Ensuring efficient interactions with omni-channel self service
  • Reviewing channel effectiveness & prioritisation in an omni-channel world
  • Network, web and app security compliance
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Kaushik Mukherjee

SVP Customer Experience
Noon

3:10 pm - 3:30 pm Afternoon refreshment & networking break

STREAM A: AI & AUTOMATION IN CX

3:30 pm - 4:00 pm Using AI to automate sales & marketing campaigns
Baris Karaman - Head of Customer Marketing Tech, Careem
Marketing automation is a rapidly-growing industry, set to expand by 8.55 percent this year, increasing market capitalisation to $5.5 billion by 2019 according to entrepreneur.com

  • How is enhanced-AI integrated into your marketing strategy?
  • AI enables marketers to build highly-targeted content
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Baris Karaman

Head of Customer Marketing Tech
Careem

STREAM A: AI & AUTOMATION IN CX

4:00 pm - 4:30 pm Latest AI use cases in global customer experience
Mohamed Noweir - Customer Growth & Experience Director, Careem
Yemi Abitogun - Global Head of Customer Experience & Retail, Chalhoub Group
By 2020, 85% of customer interactions will be managed without a human. Forrester reports that some companies are relying on AI to reduce the volume of human interactions by 50% in only two years.

  • Experts take the stage to share details on their latest AI use cases from augmented messaging, enhancing phone support to where AI may be replacing humans
  • Best practices on testing your AI prototype
  • What is the ROI of the current AI projects?
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Mohamed Noweir

Customer Growth & Experience Director
Careem

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Yemi Abitogun

Global Head of Customer Experience & Retail
Chalhoub Group

STREAM B: CUSTOMER DATA & INSIGHTS

3:30 pm - 4:00 pm Delivering the personalised Experience – How to personalise your CX to acquire, grow and retain customers
Amit Tyagi - Head of Customer Experience & CRM, Middle East Broadcasting Centre (MBC)
  • Building an integrated customer data infrastructure for greater customer understanding
  • Leveraging advanced analytics and AI to develop insights-driven customer experience strategies
  • Designing highly-engaging experiences along the customer lifecycle with hyper-personalisation
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Amit Tyagi

Head of Customer Experience & CRM
Middle East Broadcasting Centre (MBC)

STREAM B: CUSTOMER DATA & INSIGHTS

4:00 pm - 4:30 pm Gaining real-time customer insights from each touchpoint across the customer journey
Maria Jose Jimenez - Senior Officer Customer Experience, Meraas
Every time an existing or new customer ‘touches’ your business, be it via search engine, website, marketing emails or a phone call, this is a potential lead and should be capitalised on.

  • Mapping your customers’ needs and behaviour across the journey
  • Converting it into a sales and marketing opportunity
  • Innovations and tools in customer touchpoint mapping
  • Need for speed – the faster you respond to the touchpoint, the faster you can win the custome
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Maria Jose Jimenez

Senior Officer Customer Experience
Meraas

STREAM C: OMNI-CHANNEL EXPERIENCES

3:30 pm - 4:00 pm Traditional channels vs digital channels, migration vs omni-channel – What is the difference and why does it matter?
The number of companies investing in the omnichannel experience has jumped from 20% to more than 80%, according to the 2020 Retailing report by PwC.

Experts from different industries take the stage to discuss their experiences of working with various channels to share their thoughts, challenges and lessons learned.

STREAM C: OMNI-CHANNEL EXPERIENCES

4:00 pm - 4:30 pm Omni-channel strategy – Crucial to have strategy to implement before losing customers
Amit Tyagi - Head of Customer Experience & CRM, Middle East Broadcasting Centre (MBC)
Accenture reported that 89% of consumers experience frustration at having to repeat their questions to multiple customer service agents; this proves how important omni-channel integration has become.

  • Best practices to include in your strategy
  • Cost implications in moving from single or multiple channels to omni-channel
  • Successful integration is key
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Amit Tyagi

Head of Customer Experience & CRM
Middle East Broadcasting Centre (MBC)

4:30 pm - 4:30 pm End of conference day one

4:30 pm - 4:30 pm CX AWARDS 2020