CX Show Conference Day Two: Wednesday, 25 November 2020
Pre-Conference Focus Day: Monday, 23 November 2020
CX Show Conference Day One: Tuesday, 24 November 2020
CX Show Conference Day Two: Wednesday, 25 November 2020
CMO Conference Day One: Tuesday, 24 November 2020
CMO Conference Day Two: Wednesday, 25 November 2020
Guest Experience Conference Day One: Tuesday, 24 November 2020
Guest Experience Workshop Day: Wednesday, 25 November 2020
The Virtual CX Show - Day 1 - 15 June 2020
The Virtual CX Show - Day 2 - 16 June 2020
The Virtual CX Show - Day 3 - 17 June 2020
The Virtual CX Show - Day 4 - 18 June 2020
CX Leaders Power20 - 7 July 2020
8:30 am - 9:30 am
Registrations & networking
9:30 am - 9:40 am
Day one recap & opening remarks by the Chairperson
9:40 am - 10:10 am
INTERNATIONAL KEYNOTE: Keys to speeding up the digital transformation process for improved customer experience
Fawaz Qamhawi -
Vice President – Customer Experience & Transformation,
Etisalat
In the digital age, organisations are moving towards digital transformation but failing or moving forward too slow. According to a research done my McKinsey, they found that less than 30% of the organisations succeeded at digital transformation. Most industry players we have surveyed feel they are moving too slow in this direction. How can this be implemented faster and successfully to gain the competitive advantage?
10:00 am - 10:30 am
CASE STUDY: Saudi German Hospital’s journey to service excellence & patient experience
Monalisa Watfa -
Group Chief Experience Officer,
Saudi German Hospital
The journey consists of several stops, the first being to take an honest look at the organisational culture and how it impacts our staff and patients and then strategising on what needs to be done and how to implement this across the organisation.
10:30 am - 10:50 am
PANEL DISCUSSION: Moving from contact centres to engagement centres – Evolve or be left behind
Mai Momani -
Head of Client Experience,
United Arab Bank
Ihab Alzarieni - Head of Customer Experience & Delivery Channels, Bank of Jordan
Fatima Tomoum - GM – Customer Relations & Engagement, Al-Futtaim Motors
Customers are more demanding with higher expectations in today’s digital area expecting rapid and faster resolutions for their questions. Days of traditional contact centres are gone and companies are facing the risk of losing customers if they don’t evolve into top class engagement centres.
- Look at the latest digital experience design within the contact centres
- Interacting & engaging with customers across all channels & devices
- Empowering agents to resolve requests in real-time
- Breaking down multiple silos to have one view of the customer
10:50 am - 11:05 am
Speed networking
11:05 am - 11:20 am
Refreshments & networking break
11:20 am - 11:30 am
Expo hall opens to public
11:30 am - 11:50 am
ON-STAGE DEBATE: Robots vs humans - Can they co-exist in the CX world?
Guilherme Rodrigues -
AVP Customer Experience and Design Lead,
First Abu Dhabi Bank
Fawaz Qamhawi - Vice President – Customer Experience & Transformation, Etisalat
Mai Momani - Head of Client Experience, United Arab Bank
Fatima Tomoum - GM – Customer Relations & Engagement, Al-Futtaim Motors
- Diving into examples on how organisations can balance technology & human collaboration
- Is it financially sustainable to have robots and humans on the CX team?
- Can robots feel and utilise on the emotional status of the client to apply empathy?
- Does the human support tech or does tech support the human?
INTERACTIVE DISCUSSION GROUPS (IDGS)
11:50 am - 1:10 pm Digital first, not only digital Hussein Dajani - GM, Digital & Customer Experience Transformation, Nissan Motor Corporation
11:50 am - 1:00 pm Principles, tools & technologies to achieve operational excellence Fawaz Qamhawi - Vice President – Customer Experience & Transformation, Etisalat
11:50 am - 1:10 pm Using empathy to increase customer spend Guilherme Rodrigues - AVP Customer Experience and Design Lead, First Abu Dhabi Bank
1:10 pm - 2:10 pm
Lunch & networking break
STREAM A: CONTACT CENTRE INNOVATIONS
2:10 pm - 2:40 pm Engaging customers through social media and technology in real-time Maria Jose Jimenez - Senior Officer Customer Experience, MeraasIn the digital and social era, where around 45% of the population is active on social media platforms, what better way is there to interact with customers?
- How can social media be used to improve customer experience?
- Listening to your customers through social platforms
- Real-time rapid response to customers via platforms such as WhatsApp
STREAM A: CONTACT CENTRE INNOVATIONS
2:40 pm - 3:10 pm Successfully implementing automation at the contact centre & reducing agent workload- Automation as enhancement tool, not replacing human interaction
- Agent experience initiatives
- Training customers to make use of self-service channels
STREAM B: SERVICE DESIGN THINKING
2:10 pm - 2:40 pm Bringing service design and Design Thinking together to find the sweet spot which will lead to competitive advantage Guilherme Rodrigues - AVP Customer Experience and Design Lead, First Abu Dhabi BankCreating that next great product or service will come from conducting user research to understand human needs, defining problems that needs solving, coming up with ideas, or putting users at the heart of a design thinking and service design.
- Recipe to blending these creative processes together
- Challenges to overcome during these processes
- Testing to know if this is the sweet spot
STREAM B: SERVICE DESIGN THINKING
2:40 pm - 3:10 pm Implementing a Design Thinking strategy to ensure a better approach to identify problems and deliver solutions to improve business Maria de Freitas - Head of Customer Growth, Careem- What should a design-driven company look like?
- Strategy to gain high-quality data
- Effectively analysing client needs to know what the solution should feature
3:10 pm - 3:30 pm
Afternoon refreshment & networking break
STREAM A: CONTACT CENTRE INNOVATIONS
3:30 pm - 4:00 pm Listening to agents - Leveraging agent insights to improve the experience for your customers Kaushik Mukherjee - SVP Customer Experience, Noon- Systems and initiatives to be used to gain feedback data for extracting actionable insights
- Rewarding creative thinking and innovative ideas
- How can technology assist with these improvements?
STREAM A: CONTACT CENTRE INNOVATIONS
4:00 pm - 4:30 pm Structuring & training your contact centre team and driving the culture of innovation & transformation Ihab Alzarieni - Head of Customer Experience & Delivery Channels, Bank of Jordan- Involve employees to build the culture
- Using innovation like gamification to improve performance
- Driving metrics through self-learning and peer-to-peer coaching
STREAM B: SERVICE DESIGN THINKING
3:30 pm - 4:00 pm Case study - User interface improvement to deliver better user experience, what have they done? Muzaffer Akay - UX Lead, NamshiExpert will share examples of how they improved their user interface and what changes they made to their clients experience and satisfaction. Customers are looking for personalised experiences and changing the interface could be a great step in this direction.
STREAM B: SERVICE DESIGN THINKING
4:00 pm - 4:30 pm What about employee-thinking? Putting your employees in the front seat of innovationBy understanding your employees’ journey and involving them in the process will improve your quality and productivity during the service design thinking process. Best strategies and practices to putting your employees in the driver seat shared during this session.
