17 - 18 September 2018
The 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


9:10 am - 9:40 am KEYNOTE: Open forum debate: The future of CX

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

AW Rostamani Lifestyle

9:40 am - 10:10 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
Paul Kenny - Managing Director, AYM
  • Should you treat CX and UX as mutually exclusive?
  • How to measure and monitor UX?
  • Creating a seamless integration between CX and UX

Majed M Al Tahan

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


Paul Kenny

Managing Director

10:10 am - 10:40 am Bridging the divide between online and offline: Personalisation of the in-store customer experience through the use of mobile and in-store technology

Joao Vieira - Head of External Transformation, Chalhoub Group
  • 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

Joao Vieira

Head of External Transformation
Chalhoub Group


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

11:10 am - 11:40 am Panel discussion: Planning for the unpredictable customer: How to achieve a seamless balance between human and digital interactions

Mamoun Hmedan - Managing Director, MENA & India, Wego.com
Moataz Elagizi - Head of Customer Experience, Tajawal
  • 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

Mamoun Hmedan

Managing Director, MENA & India


Moataz Elagizi

Head of Customer Experience

11:40 am - 12:10 pm Building a 21st century contact centre

Ben Rogers - Integrated Contact Centre Manager, Virgin Mobile UAE
  • An overview of Virgin Mobile UAE’s customer strategy
  • Using in-app IVR to drive digital customer engagement and achieve deeper insights
  • Developing an agile business model and strategic partnerships to create meaningful customer ‘moments’

Ben Rogers

Integrated Contact Centre Manager
Virgin Mobile UAE

12:10 pm - 12:40 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

Stephen Kishore

Director Customer Excellence
Dubai Multi Commodities Centre (DMCC)

12:40 pm - 1:40 pm Networking lunch


1:40 pm - 2:10 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

Nicole Deumens

Chief Marketing Officer
Alsayra Fashion

2:10 pm - 2:40 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

Debbie Stanford-Kristiansen

Chief Executive Officer
Novo Cinemas

2:40 pm - 3:10 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?

Nicole Deumens

Chief Marketing Officer
Alsayra Fashion


Kenyatte Nelson

Chief Customer Officer

4:40 pm - 4:55 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.