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

Conference Day Two: Tuesday, 18 September 2018

8:30 am - 9:00 am Registration and welcome refreshments

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

OPENING CXO KEYNOTES

9:15 am - 9:45 am KEYNOTE: Beyond the hype: What does it mean to be truly omnichannel?

Greig Fowler - CEO AW Rostamani Lifestyle
  • Managing the seamless convergence of online and offline channels
  • Developing tech partnerships to realise the omnichannel dream
  • Know your consumer: Discovering the ‘I’ in omnichannel

Greig Fowler

CEO
AW Rostamani Lifestyle

9:45 am - 10:15 am UX versus CX- what’s the difference and why should you care?

Majed M Al Tahan - Co-Founder & CEO, Danube Online and Founder & CEO AYM
  • Should you treat CX and UX as mutually exclusive?
  • How to measure and monitor UX?
  • Creating a seamless integration between CX and UX
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Majed M Al Tahan

Co-Founder & CEO, Danube Online and Founder & CEO
AYM

10:15 am - 10:45 am Change management for stores of the future: Transitioning from a sales-led culture to an experiential culture

  • How to avoid the creation of silos within marketing service and sales support teams
  • Strategies for making CX a company-wide strategy
  • Identifying and removing internal barriers that make it difficult for individuals and teams to act in a customercentric way

10:45 am - 11:15 am Bridging the divide between online and offline: Personalisation of the in-store customer experience through the use of mobile and in-store technology

  • Using big data mining to accurately map customer purchase patterns and inform store layout
  • How to use IoT based technologies to monitor customer activity and enrich customer experience
  • Going beyond transactional selling: Combining mobile and in-store AR/VR technology

MILLENNIALS: PLANNING FOR THE UNPREDICTABLE CUSTOMER

11:15 am - 11:45 am Speed networking and refreshment break

11:45 am - 12:15 pm Planning for the unpredictable customer: How to achieve a seamless balance between human and digital interactions

Mamoun Hmedan - Managing Director, MENA & India Wego.com
  • Developing an integrated and responsive customer journey
  • How to transition to a more cost-effective digitally driven CX model
  • Getting the balance right between personalisation and automation
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Mamoun Hmedan

Managing Director, MENA & India
Wego.com

12:15 pm - 12:45 pm Millennial marketing INR (in real life) - Using brick and clicks to speak to a new generation of customers

Kenyatte Nelson - Chief Customer Officer Missguided
  • Ensuring context and data continuity for the omnichannel customer
  • The rise of the social influencer: Measuring the value of customers against their online social presence
  • Using social media interactions to measure the value of the millennial consumer
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Kenyatte Nelson

Chief Customer Officer
Missguided

12:45 pm - 1:15 pm Using immersive technology in branch to attract the consumer of tomorrow

  • Using in-store AR/VR techniques to capture the consumer
  • Understanding how the role of the sales agent is changing in response to millennial purchasing behaviour

1:15 pm - 2:15 pm Networking lunch


RE-IMAGINING THE IN-STORE EXPERIENCE: THE FUTURE FOR ONLINE PURCHASING

2:15 pm - 2:45 pm Navigating the increasing complexity of multi-channel customer interactions

Stephen Kishore - Director Customer Excellence Dubai Multi Commodities Centre (DMCC)
  • Adopting an agile CX operating model to better serve ever-changing customer needs and preferences
  • Establishing SOP across all channels
  • Making the leap from multichannel to omnichannel
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Stephen Kishore

Director Customer Excellence
Dubai Multi Commodities Centre (DMCC)

2:45 pm - 3:15 pm Change management for future branches: Moving from a service-led culture to a customer-experience-led culture

Nicole Deumens - Chief Marketing Officer Alsayra Fashion
  • How to use AI and machine learning to gain advanced customer insights
  • How to train staff to upsell and cross sell using AI and data analytics
  • The importance of next-gen CRM systems in implementing a customer acquisition strategy
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Nicole Deumens

Chief Marketing Officer
Alsayra Fashion

3:15 pm - 3:45 pm Enabling NBA (Next Best Action) in branch through the use of prescriptive analytics

  • Using data analytics to predict customer behaviour
  • How to effectively manage multi-channel interactions
  • Measuring customer journeys and understanding which points in the journey matter most to the customer

3:45 pm - 4:15 pm Gamification and the customer experience: How to increase product engagement and customer interactions through gaming

Debbie Stanford-Kristiansen - Chief Executive Officer Novo Cinemas
  • Using gaming to enhance product exploration
  • Enhancing your customer self-service offerings through gamification
  • Deciding whether to gamify individual touch points or whole sections of the customer journey
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Debbie Stanford-Kristiansen

Chief Executive Officer
Novo Cinemas

4:15 pm - 4:45 pm PANEL DISCUSSION: What does the future hold for brick and mortar retail experiences?

Nicole Deumens - Chief Marketing Officer Alsayra Fashion
Kenyatte Nelson - Chief Customer Officer Missguided
  • What will the branches and retail outlets of tomorrow look like?
  • What purpose will future branches serve?
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Nicole Deumens

Chief Marketing Officer
Alsayra Fashion

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Kenyatte Nelson

Chief Customer Officer
Missguided

4:45 pm - 5:00 pm Chairman’s closing remarks

5:00 pm - 5:00 pm Close of conference

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.