17 - 18 September 2018
The 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

  • 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
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Marwan Bin Haidar

Executive Vice President - Innovation and The Future
DEWA

9:40 am - 10:10 am FIRESIDE CHAT: 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

10:10 am - 10:40 am How to deliver a personalized customer experiences using contextual insights across the omni-channel

Jesper Broberg - VP Business Development, Sitcore
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Jesper Broberg

VP Business Development
Sitcore

10:30 am - 11:00 am Speed networking and refreshment break

11:10 am - 11:40 am Driving net promotor score and first contact resolution through intent routing

Aakash John - Operations Manager and Head of Call Centre, Careem
  • - Understanding how machine learning and AI can be used to route calls to agents based on customer intent
  • To what extend does intent routing increase agent productivity?
  • Implementing similar case suggestion using text-analytics and machine learning
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Aakash John

Operations Manager and Head of Call Centre
Careem

11:40 am - 12:10 pm The art of actionable feedback

Sheb Camur - Customer Success - Account Manager, Pisano
- Story telling through feedback & taking the necessary action 
- Every feedback has a story and lesson learnt from it, but what are the actions you’re taking?
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Sheb Camur

Customer Success - Account Manager
Pisano

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

12:10 pm - 12:40 pm Tracking user sentiment and customer feedback

Kareem Mazhar - Customer Experience Researcher, Dubizzle
  • Understanding how to track customer fatigue
  • An insight into Dubizzle's user sentiment tracking system
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Kareem Mazhar

Customer Experience Researcher
Dubizzle

12:40 pm - 1:10 pm Transforming your Contact Center: Creating a culture of Employee Engagement and High Performance

Kazim Jessa - Head – Retail Contact Center Operations, Tanfeeth (A subsidiary of Emirates NBD group)
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Kazim Jessa

Head – Retail Contact Center Operations
Tanfeeth (A subsidiary of Emirates NBD group)

  • 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

1:40 pm - 2:35 pm Networking lunch

2:40 pm - 3:10 pm Enhancing customer experience through automation

Muhammad H. Alhazmi - Partner Care Manager, Saudi Industrial Property Authority, Modon

Muhammad H. Alhazmi

Partner Care Manager
Saudi Industrial Property Authority, Modon

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

3:10 pm - 3:40 pm Customer Expereience Awards

4:00 pm - 4:30 pm Chairman’s closing remarks

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.