17 - 18 September 2019
Le Royal Meridien Beach Resort & Spa, Dubai, United Arab Emirates
Melissa Jarvinen, Director of Sales and Marketing at Novo Cinemas

Melissa Jarvinen

Director of Sales and Marketing
Novo Cinemas

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

Download The Latest Agenda

Conference Day One: Tuesday, 17th September 2019

Saturday, August 17th, 2019

12:30 PM PANEL DISCUSSION: KEY ENABLER: MANAGEMENT STRUCTURING SOLUTIONS: How to entrench the CX culture; Drawing the line between customer experience and customer service

To ensure CX is successfully implemented, organisations must provide a crystal clear experience. Customer service is a momentary action which adds up to CX, but CX is the entire journey of the customer from the very first touch point with the organization, offline or online.

Key question: How do you address the growing need for CX culture on the whole?


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

Conference Day Two: Wednesday, 18th September 2019

Sunday, August 18th, 2019

11:50 AM KEY TECH ENABLER: DATA MANAGEMENT & ANALYTICS: Empowering Employees through Customer Journey Mapping

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?