17 - 19 September 2018
Meydan Hotel, Dubai, United Arab Emirates

Conference Day One: Monday, 17 September 2018

8:00 am - 9:00 am Registration and welcome refreshments

9:00 am - 9:15 am Chairman’s opening remarks

UNVEILING CUSTOMER INTENT: THE NEW PARADIGM FOR CX

9:15 am - 9:40 am KEYNOTE: From CX to EX: Letting your customer’s emotions drive their experiences

  • Gain insight into how and when to capture customers emotions throughout the CX journey
  • Understand how to measure emotional response to drive value for your business
  • Using EX data to develop a next best action strategy for customer agents

9:40 am - 10:10 am Building a digital customer-first brand experience

Rob Beswick, Group Vice President of Brand,Virgin Mobile Middle East & Africa
  • Using digital to unlock valuable customer insights to reveal true customer need
  • Creating consumer connection and positive emotion through digital applications
  • Using a customer first and user first strategy to build your brand
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Rob Beswick

Group Vice President of Brand
Virgin Mobile Middle East & Africa

10:10 am - 10:40 am Customer empowerment: How is Souqalmal.com putting customers in the driving seat when it comes to CX?

Ambareen Musa, CEO,Souqalmal.com
  • What role do comparison websites play in the customer journey?
  • Bridging the gap between online and offline consumer experience through the use of self - service portals
  • Customer experience versus user experience: What is the difference and why should it matter?
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Ambareen Musa

CEO
Souqalmal.com

10:40 am - 11:10 am Speed networking and refreshment break

11:10 am - 11:40 am Delivering on your customer promise: Forging the connection between brand and experience

David Walmsley, Chief Customer Officer/Chief Digital Officer,House of Fraser
  • How to build a truly end-to-end customer experience through physical and digital platforms
  • Developing clear, concise and contextual communication channels
  • How to make sure you’re always on your customer’s side
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David Walmsley

Chief Customer Officer/Chief Digital Officer
House of Fraser

11:40 am - 12:10 pm Using customer speech patterns and natural language processing to understand customer intent

  • Deriving customer moods from speech analytics
  • How to integrate emotional data into your CRM and intelligent recommendation engine
  • Training agents to respond to emotional data

THE SECRET TO SELF SERVICE CX: CONTEXT, CONTINUITY AND CONVENIENCE

12:10 pm - 12:40 pm The role of digital payments in boosting customer experience: Preparing your business for the new payments ecosystem

Sara Grinstead, Chief Innovation Officer,RAK Bank
  • How are digital assistants and voice payments applications enhancing customer experience?
  • Integrating payments into the overall buying experience for fast, effective and safe transactions
  • Scaling your payments offering to enable the Internet of Paying Things
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Sara Grinstead

Chief Innovation Officer
RAK Bank

12:40 pm - 1:10 pm Establishing natural customer interactions: The future of CX in a WhatsApp world

  • Examining the user growth of messaging apps: WhatsApp, Wechat, Kik and Facebook Messenger
  • How does messaging compare to live chat in terms of response times?
  • Understanding how messaging can deliver flexibility in your CX offering
  • What is asynchronous messaging and how does it benefit your customer experience?

1:10 pm - 2:10 pm Networking lunch

2:10 pm - 2:40 pm From Siri to Alexa: Where do next-gen IVR’s fit into your CX strategy?

Amit Malhotra, Group Head, Personal Banking,Commercial Bank of Dubai
  • Will next-gen IVR’s bridge the gap between personalisation and automation?
  • How is IVR becoming a crucial component for an omnichannel strategy
  • The problem solver: Integrating IVR data into your machine learning platforms
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Amit Malhotra

Group Head, Personal Banking
Commercial Bank of Dubai

  • Utilising chatbots for customer intent routing
  • When bots go bad: Avoiding common implementation errors
  • Machine or human? Do customers actually like using chatbots?
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Muhammad Chbib

CEO
tajawal.com

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Richa Madan

VP - Customer Care Unit, Retail Banking Group
Mashreq

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Amit Malhotra

Group Head, Personal Banking
Commercial Bank of Dubai

3:10 pm - 3:40 pm How to ensure experience continuity in your self-service delivery

Richa Madan, VP - Customer Care Unit, Retail Banking Group,Mashreq
  • Understanding when to deploy agents and when to deploy TTS (Text to Speech) in your customer journey
  • Moving from IVR to an agent: How to ensure context and continuity in the transfer
  • How to make customer data accessible across channels to ensure seamless experience continuity
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Richa Madan

VP - Customer Care Unit, Retail Banking Group
Mashreq

THE SECRET TO SELF SERVICE CX: CONTEXT, CONTINUITY AND CONVENIENCE

3:40 pm - 4:10 pm Analysing VOC: Developing a reliable outside-in view of your business

  • Strategies for gathering VOC data: Getting the balance right between structured and unstructured data
  • Using text analytics to analyse unstructured customer data
  • Connecting VOC data with customer loyalty, spending and financial data for actionable insights

4:10 pm - 4:40 pm FUTURIST SESSION: The human machine ecosystem: Preparing your customer agents for an AI-powered era

Muhammad Chbib, CEO,tajawal.com
  • Exploring tasks, roles and responsibilities for a harmonious workforce
  • Striking the perfect balance between human and automated customer interaction
  • How will AI and automation impact your first response rate?
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Muhammad Chbib

CEO
tajawal.com

4:40 pm - 5:30 pm CX START-UP PITCH PLATFORM

Showcasing the most creative global tech entrepreneurs, this pitch platform will demonstrate some of the most exciting CX investment opportunities through innovative new solutions

5:30 pm - 6:00 pm Chairman’s closing remarks

6:00 pm - 7:00 pm End of day one and networking drinks

7:00 pm - 9:00 pm Customer Experience Awards Dinner

The published programme is correct at time of printing. However, given the seniority of our speakers and the nature of their roles, speakers may subsequently substitute or remove themselves from the programme. This is always regrettable, and we will always try to replace the speaker with a speaker with equivalent insight.