Mai Momani

Head of Client Experience United Arab Bank

Responsible for designing & implementing cross-channel customer engagement strategies and has been at the forefront of helping organisations accelerate their transformation to a “customer-obsessed” culture.

CX Show Conference Day Two: Thursday, 18 June 2020

Saturday, July 18th, 2020

10:30 AM PANEL DISCUSSION: Moving from contact centres to engagement centres – Evolve or be left behind

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

11:30 AM ON-STAGE DEBATE: Robots vs humans - Can they co-exist in the CX world?

  • 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?

Check out the incredible speaker line-up to see who will be joining Mai.

Download The Latest Agenda