The Virtual CX Show - Day 4 - 18 June 2020
9:25 am - 9:30 am
Welcoming & Introduction
9:30 am - 10:00 am
Reserved for Sponsor
10:00 am - 10:30 am
The Always-On Customer Engagement Strategy – that’s how CX can beat the coronavirus
Seham ELBEHISSY -
General Manager of Digital & Connected Cars,
Renault Middle East
Digitizing services & communication isn’t just the norm with the digital shift in consumer behavior, but it is the way to survive and respond to crisis such as coronavirus outbreak. Rethinking the entire customer journey and creatively apply the right technology to enable the “always-on” customer engagement & deliver the best experience while maintaining business.
Key learnings from this sessions include:
- Shifting from transactional to customer-centric: Now or Never!
- Rethinking Customer Journey: Online AND offline = The always-on intelligence
- Renewing business models & redesigning network strategy to disrupt and not to be disrupted.
10:30 am - 11:00 am
Reserved for Sponsor
11:00 am - 11:30 am
Moving From Contact Centres to Engagement Centres – Evolve or be left behind
Mai Momani -
Head of Client Experience,
United Arab Bank
Customers are more demanding with higher expectations in today’s digital era expecting rapid and faster resolutions for their questions, especially in a time of panic. Days of traditional contact centres are gone and companies are facing the risk of losing customers if they don’t evolve into top class digital engagement centres.
Key learnings from this sessions include:
• 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
