The Virtual CX Show - Day 1 - 15 June 2020
9:25 am - 9:30 am
Welcoming & Introduction
9:30 am - 10:00 am
Reserved for Sponsor
10:30 am - 11:00 am
Customer Experience In The Age Of Corona – Customer-Centricity & CX Innovation When Customers Need it Most
Hussein Dajani -
GM, Digital & Customer Experience Transformation,
Nissan Motor Corporation
There is uncertainty as to when the virus pandemic will subside — and if it will come back again next year. What we are sure of though is that the brands that come through for customers now are brands that will be remembered and create loyalty in the long run. While most of the world markets struggle, brands delivering an optimized CX are gaining strength.
Key learnings from this session include:
· finding innovative ways to achieve customer -centricity
· ways of catering to customers’ solicited and unsolicited needs
· creating new opportunities for companies to grow in time of the pandemic
· how to build a brand that creates a lasting and sustainable impact
10:30 am - 11:00 am
Reserved for Sponsor
11:00 am - 11:30 am
The Journey to Care Excellence & Outstanding Patient Experience During A Time of a Global Outbreak
Monalisa Watfa -
Group Chief Experience Officer,
Saudi German Hospital
The journey consists of several stops which will be discussed during the session. Healthcare organization need to keep in mind their internal culture, data, strategies and ensure that this is handled correctly internally first and that the customer-centricity culture is implemented and promoted driven across the organization
Key learnings from this sessions include:
· How to analyse your current organisational culture
· Determine how the culture impacts staff and patients
· Best practices into extracting data and valuable insights
· Strategising on what needs to be done to improve in time of crisis
· How to implement the ‘customer-first’ culture and strategies across the organization
