Fatima Tomoum
GM – Customer Relations & Engagement Al-Futtaim MotorsOmni-channel CX expert with more than 15 years of experience in transforming CX across the software, telecommunications and automotive industries. Responsible for shaping the CX and aligning it with the business strategy for Toyota and Lexus.
CX Show Conference Day Two: Wednesday, 25 November 2020
10:30 AM PANEL DISCUSSION: Moving from contact centres to engagement centres – Evolve or be left behind
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
11:30 AM ON-STAGE DEBATE: Robots vs humans - Can they co-exist in the CX world?
- 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?
Check out the incredible speaker line-up to see who will be joining Fatima.
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