CX Show Conference Day Two: Thursday, 18 June 2020

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

9:30 am - 9:40 am Day one recap & opening remarks by the Chairperson

9:40 am - 10:10 am INTERNATIONAL KEYNOTE: Keys to speeding up the digital transformation process for improved customer experience

Fawaz Qamhawi - Vice President – Customer Experience & Transformation, Etisalat
In the digital age, organisations are moving towards digital transformation but failing or moving forward too slow. According to a research done my McKinsey, they found that less than 30% of the organisations succeeded at digital transformation. Most industry players we have surveyed feel they are moving too slow in this direction. How can this be implemented faster and successfully to gain the competitive advantage?
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Fawaz Qamhawi

Vice President – Customer Experience & Transformation
Etisalat

10:00 am - 10:30 am CASE STUDY: Saudi German Hospital’s journey to service excellence & patient experience

Monalisa Watfa - Group Chief Experience Officer, Saudi German Hospital
The journey consists of several stops, the first being to take an honest look at the organisational culture and how it impacts our staff and patients and then strategising on what needs to be done and how to implement this across the organisation.

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Monalisa Watfa

Group Chief Experience Officer
Saudi German Hospital

Customers are more demanding with higher expectations in today’s digital area expecting rapid and faster resolutions for their questions. Days of traditional contact centres are gone and companies are facing the risk of losing customers if they don’t evolve into top class engagement centres.

  • Look at the latest digital experience design within the contact centres
  • Interacting & engaging with customers across all channels & devices
  • Empowering agents to resolve requests in real-time
  • Breaking down multiple silos to have one view of the customer
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Mai Momani

Head of Client Experience
United Arab Bank

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Ihab Alzarieni

Head of Customer Experience & Delivery Channels
Bank of Jordan

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Fatima Tomoum

GM – Customer Relations & Engagement
Al-Futtaim Motors

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

  • Diving into examples on how organisations can balance technology & human collaboration
  • Is it financially sustainable to have robots and humans on the CX team?
  • Can robots feel and utilise on the emotional status of the client to apply empathy?
  • Does the human support tech or does tech support the human?
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Guilherme Rodrigues

AVP Customer Experience and Design Lead
First Abu Dhabi Bank

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Fawaz Qamhawi

Vice President – Customer Experience & Transformation
Etisalat

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Mai Momani

Head of Client Experience
United Arab Bank

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Fatima Tomoum

GM – Customer Relations & Engagement
Al-Futtaim Motors

INTERACTIVE DISCUSSION GROUPS (IDGS)

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Hussein Dajani

GM, Digital & Customer Experience Transformation
Nissan Motor Corporation

11:50 am - 1:00 pm Principles, tools & technologies to achieve operational excellence
Fawaz Qamhawi - Vice President – Customer Experience & Transformation, Etisalat
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Fawaz Qamhawi

Vice President – Customer Experience & Transformation
Etisalat

11:50 am - 1:10 pm Using empathy to increase customer spend
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

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

STREAM A: CONTACT CENTRE INNOVATIONS

2:10 pm - 2:40 pm Engaging customers through social media and technology in real-time
Maria Jose Jimenez - Senior Officer Customer Experience, Meraas
In the digital and social era, where around 45% of the population is active on social media platforms, what better way is there to interact with customers?

  • How can social media be used to improve customer experience?
  • Listening to your customers through social platforms
  • Real-time rapid response to customers via platforms such as WhatsApp
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Maria Jose Jimenez

Senior Officer Customer Experience
Meraas

STREAM A: CONTACT CENTRE INNOVATIONS

2:40 pm - 3:10 pm Successfully implementing automation at the contact centre & reducing agent workload
Moataz Elagizi - Head of Customer Experience, Sharjah Media City
  • Automation as enhancement tool, not replacing human interaction
  • Agent experience initiatives
  • Training customers to make use of self-service channels
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Moataz Elagizi

Head of Customer Experience
Sharjah Media City

STREAM B: SERVICE DESIGN THINKING

2:10 pm - 2:40 pm Bringing service design and Design Thinking together to find the sweet spot which will lead to competitive advantage
Guilherme Rodrigues - AVP Customer Experience and Design Lead, First Abu Dhabi Bank
Creating that next great product or service will come from conducting user research to understand human needs, defining problems that needs solving, coming up with ideas, or putting users at the heart of a design thinking and service design.

  • Recipe to blending these creative processes together
  • Challenges to overcome during these processes
  • Testing to know if this is the sweet spot
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Guilherme Rodrigues

AVP Customer Experience and Design Lead
First Abu Dhabi Bank

STREAM B: SERVICE DESIGN THINKING

2:40 pm - 3:10 pm Implementing a Design Thinking strategy to ensure a better approach to identify problems and deliver solutions to improve business
Maria de Freitas - Head of Customer Growth, Careem
  • What should a design-driven company look like?
  • Strategy to gain high-quality data
  • Effectively analysing client needs to know what the solution should feature
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Maria de Freitas

Head of Customer Growth
Careem

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

STREAM A: CONTACT CENTRE INNOVATIONS

3:30 pm - 4:00 pm Listening to agents - Leveraging agent insights to improve the experience for your customers
Kaushik Mukherjee - SVP Customer Experience, Noon
  • Systems and initiatives to be used to gain feedback data for extracting actionable insights
  • Rewarding creative thinking and innovative ideas
  • How can technology assist with these improvements?
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Kaushik Mukherjee

SVP Customer Experience
Noon

STREAM A: CONTACT CENTRE INNOVATIONS

4:00 pm - 4:30 pm Structuring & training your contact centre team and driving the culture of innovation & transformation
Ihab Alzarieni - Head of Customer Experience & Delivery Channels, Bank of Jordan
  • Involve employees to build the culture
  • Using innovation like gamification to improve performance
  • Driving metrics through self-learning and peer-to-peer coaching
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Ihab Alzarieni

Head of Customer Experience & Delivery Channels
Bank of Jordan

STREAM B: SERVICE DESIGN THINKING

3:30 pm - 4:00 pm Case study - User interface improvement to deliver better user experience, what have they done?
Muzaffer Akay - UX Lead, Namshi
Expert will share examples of how they improved their user interface and what changes they made to their clients experience and satisfaction. Customers are looking for personalised experiences and changing the interface could be a great step in this direction.
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Muzaffer Akay

UX Lead
Namshi

STREAM B: SERVICE DESIGN THINKING

4:00 pm - 4:30 pm What about employee-thinking? Putting your employees in the front seat of innovation
By understanding your employees’ journey and involving them in the process will improve your quality and productivity during the service design thinking process. Best strategies and practices to putting your employees in the driver seat shared during this session.

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