Fawaz Qamhawi
Vice President – Customer Experience & Transformation EtisalatResponsible for digital channels road-map and UX design, he defined, designed, and rolled out key customer journeys for online self-service and e-commerce as well as increased the CX index from 65 to 100+ putting Etisalat in the top tier as per global TRI* telecom benchmarks.
CX Show Conference Day Two: Wednesday, 25 November 2020
9:40 AM INTERNATIONAL KEYNOTE: Keys to speeding up the digital transformation process for improved customer experience
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?
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 Fawaz.
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