AVP Customer Experience and Design Lead
Payit – First Abu Dhabi Bank
Conference Day One: Tuesday, 17th September 2019
Saturday, August 17th, 2019
9:25 AM Opening remarks by chairperson
10:10 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!
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
3:45 PM DEBATE: Live On Stage Debate #OneOfaKindExperience - Does automation kill the emotional, human touch in the CX approach? - Virtual Experience VS Emotional Experience
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