UNRAVEL THE NEXT ERA OF CUSTOMER EXPERIENCE … · Customer Experience Week will champion change makers and trailblazers who are at the forefront of agile, customer centric organizations

CXWEEKMIDDLEEAST.IQPC.AE • [email protected]

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UNRAVEL THE NEXT ERA OF CUSTOMER EXPERIENCE MANAGEMENT

17-18 September 2019 | Le Royal Meridien Beach Resort & Spa, Dubai, UAE

LEADING CX EXPERTS FROM:

Peter Halsor, SVP - Customer

Experience, Riyad Bank Melissa Jarvinen,

Chief Marketing Officer, Novo Cinemas

Hussein M. Dajani, General Manager -

Digital and Customer Experience Transformation

- Africa, Middle East, India, and Turkey, Nissan Motor Co.

Dr. Raffaella Bianchi, Head of Customer

Experience, Du

Adel Mardini, CEO and President,

Jetex

In Partnership With:

CXWEEKMIDDLEEAST.IQPC.AE • [email protected] • +971 4 364 2975 • #CXME2019

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CUSTOMER EXPERIENCE REDEFINED – CREATING AGILE, CUSTOMER CENTRIC, COGNITIVE AND PREDICTIVE CX

Achieving a happy experience quotient with customers is critical to businesses. As brands leverage the omnichannel and digital ecosystem, and ambassadors, to penetrate target markets and grow market share - customer experience, retention, privacy management and loyalty is at the forefront of every organisation.

IS YOUR CX FUNCTION RE-ENGINEERED TO UNDERSTAND AND REACT TO THE CUSTOMER’S PAIN, NEED AND COGNITIVE SENSE?

Pioneering the future of customer experience, satisfaction, loyalty and benchmarking - Customer Experience Week will champion change makers and trailblazers who are at the forefront of agile, customer centric organizations.

The Customer Experience Week brings together the brightest CXO’s and senior CX professionals to address the challenges and their key initiatives helping shape their businesses success!

REGISTER YOUR TEAM TODAY TO FAST-TRACK YOUR KNOWLEDGE: [email protected]

$2.2M+ GLOBAL CX DATABASE

CEM MARKET WORTH

$32.49 BILLION BY 2025

SPONSORS & EXHIBITORS

CXWEEKMIDDLEEAST.IQPC.AE • [email protected]

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DON’T MISS THE EXCITING ACTION AT CUSTOMER EXPERIENCE WEEK

GAME CORNERS!Moving beyond the boring traditions of conferences by introducing fun game corners

CX CHAMPION

AWARDSRecognising those at the forefront of agile,

customer centric experiences

ENGAGEMENT CENTERS

Dedicated ‘conversation corners’, ‘speed networking’,

and networking breaksCX TECH TALKS Led by The Customer Experience Week conference’s leading partners showcasing pioneering solutions for you

GROUP DISCUSSION ZONES Deep-dive into specific challenges in interactive, facilitated small group discussions


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WHO IS IT FOR?

WHY ATTEND?

CX PROFESSIONALS

Chief Customer Experience Officer/Chief Marketing Officer/Chief Information Officer Chief Experience Officer/Chief Customer Officer/Chief Happiness Officer

VP/General Manager/Head/Manager of:

FROM THE FOLLOWING INDUSTRIES:

Accelerate your organisation’s

customer-centric

transformation journey to drive

operational efficiency

Discover the latest

innovations for scaling

business and attaining success:

benchmarking best practices

Rub shoulders and learn

from the leaders of CX

and make connections that really

matter

Effective CX strategies unique to GCC market

on winning back customers

to enhance retention and profitability

Evaluate the ROI of CX

technologies such as AI, Machine Learning,

Omnichannel, Chatbots

and Voice of Customers (VoC)

Focused on ransforming 4

key CX phases: CX Drivers, Customer

Interaction, Customer Behavior,

Financial metrics

BFSI

Holding Companies

Cosmetics and luxury brands

Hospitality

Medical

Entertainment

Retail

FMCG

Automobile

Telecom

Aviation

E-commerce

Utilities

Energy

Customer Service

Customer Support

Customer Experience

Customer Engagement

Business Intelligence

Customer Delivery

Digital Marketing

Digital Officers

Digital Transformation


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BE INSPIRED BY THE MOST INFLUENTIAL INDUSTRY VOICES. TRAILBLAZING SPEAKERS SHAPING THE INDUSTRY’S FUTURE

Adel Mardini, CEO and President, JetexAdel’s business philosophy encompass delivering individually tailored services to the customers which led Jetex Dubai to gain the Global 5 star rating for customer happiness and experience.

Damian Cotchett, Senior VP – Head of CX, Noor BankDamian’s role is to lead the customer experience and re-engineering transformation and work across the organisation to develop and implement a purpose-built customer experience strategy and program that has resulted in Noor Bank being the preferred bank of choice in the UAE.

Melissa Jarvinen, Chief Marketing Officer, Novo CinemasMelissa is responsible for the sales, marketing, PR and communications, and business development efforts of Novo Cinemas and was one of the women behind the massive IMAX theatre to deliver first of its kind experience in the region.

Hussein M. Dajani, General Manager - Digital and Customer Experience Transformation - Africa, Middle East, India, and Turkey, Nissan Motor Co.Hussein created a holistic customer experience journey across all departments in the organisation: Marketing, Sales, Customer Quality, etc which helped them identify what solutions they needed to develop and what enablers they needed to have in place in order to turn customer pain points into strength factors.

Monalisa Watfa, Chief Experience Officer, Saudi German HospitalsWith over 15 years of experience, Monalisa is currently working on group-wide projects that aim to integrate process design, patient flow and organisational culture, to concretize the Saudi German Hospital Group’s patient experience model.

Taiyab Ghafoor, Group Director - Organised Retail, Axiom TelecomWith 25 years of retail experience, Taiyab is passionate about driving people and customer-centric change across multiple markets, organisations and industries and is currently leading the CX strats across KSA and UAE

Abdulaziz Al – Shamsan, Head of CX and Digital Transformation, Ministry of Labor and Social DevelopmentAbdulaziz used to lead the digital transformation programme for STC channels and is currently working on digitally transforming customer experience and engagement which enables revenue generation and increases trust growth.

Peter Halsor, SVP - Customer Experience, Riyad BankCurrently at Riyad Bank as Head of Customer Experience, Peter is leading a business transformation programme to drive customer-centricity across the bank. He is responsible for translating the Voice of Customer into innovative, often digital, solutions for customers.

Ryanne van de Eijk Chief Customer experience Officer, Ras Al Khaimah Economic Zone

Guilherme Rodrigues, AVP Customer Experience and Design Lead, Payit – First Abu Dhabi BankGuildherme focuses his time on Customer Experience, working with FAB creating UAE’s first fully first fully-featured digital wallet generating financial footprints and ease of use experience for the customers.


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Sunny Landeros, Brand and Communications Director, Jetex Sunny is the Global Brand and Communications Director for Jetex, managing the marketing strategy for the growing company’s 56 locations and 5 divisions worldwide.

Mai Momani, Head of Client Experience, United Arab BankMai is responsible for designing & implementing cross-channel customer engagement strategies and she has been at the forefront of helping organizations accelerate their transformation to a “customer obsessed” culture.

Naveed Pirzada, Chief Strategy Officer, Mall.globalNaveed is the Chief Strategy Officer at the upcoming 500-million-dollar retail technology mega venture, which is set to go live in 2020. The global concept will allow consumers to shop online with all the experience of being on-ground.

Renata Liuzzi, Customer Experience ExpertRenata has 15 years of experience across 4 countries in Digital, Customer Experience Innovation, Revenue Optimization, Strategy, and Performance Management across a wide number of companies and industries. She is focused on improving business performance by putting customers at the centre of businesses.

Dr. Raffaella Bianchi, Head of Customer Experience, DuIn 23 years of global working experience, Dr.Bianchi has developed Du’s competitive customer service and experience leading to retained customer loyalty.

Sarah Lattouf, Head of Digital Marketing, CX Network IQPC GlobalSarah is an experienced Digital Marketing Manager with a demonstrated history of working in the events services industry.

She currently manages the CX Network that has a global presence of over 200,000

Vessela Melamed CEO exTemporeVessela is an executive Customer ServiceCoach with more than 15 years of richbusiness experienced. She is a certifiedEquinox Partners professional Coach(EPPC); deivering more than 3500training hours in her career, Vessela hastrained hundreds of participants acrossEurope and Russia

BE INSPIRED BY THE MOST INFLUENTIAL INDUSTRY VOICES. TRAILBLAZING SPEAKERS SHAPING THE INDUSTRY’S FUTURE

The conference circuit gets busier every year; but having

invested in a number of conferences over the years I find IQPC to be one of the most consistent in terms of

creating a compelling agenda and attracting the right level of delegates. For us, as a sponsor, these are critical in our ability

to generate a positive ROIWDS, A Xerox Company ñ VP Marketing


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AGENDA HIGHLIGHTS

CONFERENCE DAY 2 TUESDAY, 18 SEPTEMBER 2019

CONFERENCE DAY 1 MONDAY, 17 SEPTEMBER 2019

Case study: How Jetex became the only private aviation company globally to be awarded by The Global Star Rating System for Services for providing exceptional experience for customer happiness across all service channelsAdel Mardini, CEO and President, Jetex

Empowering customer experience by investing in people to serve the people; how emotional connections drive loyal customers to spend up to 10 times more!Guilherme Rodrigues, AVP Customer Experience and Design Lead, Payit – FAB

Measuring customer happiness beyond numbers; delivering a continuous and connected digital experience to boost revenue by up to 15%Taiyab Ghafoor, Group Director - Organised Retail, Axiom Telecom

How to entrench the CX culture; Drawing the line between customer experience and customer servicePanelists: Melissa Jarvinen, Chief Marketing Officer, Novo CinemasSunny Landeros, Brand and Communications Director, Jetex David Miles, VP Marketing, Abu Dhabi Finance

Case study: Nissan’s full proof plan in devising a holistic customer experience journey turning customer pain points into strength factorsHussein M. Dajani, General Manager - Digital and Customer Experience Transformation - Africa, Middle East, India, and Turkey, Nissan Motor Co.

How to create up to 60% more engaged employees by providing customer journey mapping data to the entire support staffMelissa Jarvinen, Chief Marketing Officer, Novo Cinemas

Designing & implementing an effective CX strategy; know how, by leveraging better experiences, Riyad Bank is becoming a more profitable entityPeter Halsor, SVP - Customer Experience, Riyad Bank

Case study: Keeping up with the millennial trend; setting a creative and distinctive CX strategy that will be a part of the 4 trillion USD emerging markets by 2030Naveed Pirzada, Chief Strategy Officer, Mall.global


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CONFERENCE DAY ONE TUESDAY, 17TH SEPTEMBER 2019

08:30 Registration, coffee and networking

09:20 Opening remarks by chairperson

Phase 1: The CX Driver – What makes a great CX?

Digitalising your legacy; The CX future of tech advancement In 2018, $75 Billion globally was lost due to poor Customer Experience and Service. On the flip side,

few companies who mastered Customer Experience and Service cashed in on those $75 Billion. (*Forbes’18) Achieving customer centricity is the key to business success!

KEY ENABLER: STRATEGIC SOLUTIONS 09:30 The future of customer experience: How to become the company that captured a sliver of the $75 billion pie lost in 2018 due to poor CX There is a lot of buzz that comes around when CX is thought of, the shift from a seller’s market to a buyer’s market has rather made companies more vigilant of their experiences they give their customers, but are you ready for the change? Key question: Why customer experience is not only about the customer score but also about the financial gain in the end? • Unveiling the revolutionary trends in the customer experience space • How can you align your operational strategies to accommodate for business transformation plans? • What are the best practices as a CX expert to drive company growth in today’s changing climate?

Monalisa Watfa, Chief Experience Officer, Saudi German Hospitals

KEY TECH ENABLER: DIGITAL TRANSFORMATION 09:50 Case study: How Jetex became the only private aviation company globally to be awarded a 5 star rating by The Global Star Rating System for Services for providing exceptional experience for customer happiness across all service channels With over 465 employees in 56 locations in the world, Jetex hit a milestone when they received 5 stars for their Paris and Dubai offices. The Paris and Dubai locations assessed were evaluated on eight aspects, including strategic alignment, customers, services, channels, customer experience, service efficiency and innovation, human resources and technology, against 127 requisites. Key question: What were the drivers behind Jetex’s unmatched success in providing exceptional experience? • What was their primary mission and how did they work towards it? • How is Jetex working towards its future goal of hitting the 5 stars globally?

Adel Mardini, CEO and President, Jetex

KEY TECH ENABLER: ROBOTIC PROCESS AUTOMATION 10:15 How RPA leads to processing cost reduction by 30–70% when infused with customer experience? In the recent times, the demand for faster service has become a key factor for customers to choose the vendors they wish to be with. With RPA coming into the picture, the seamless movement of data leads to reduced wait times and errors. Key question: How to measure & maximise your next steps in the CX RPA journey to have the automation-deployed technology today? • Can a company’s workspace turn virtual? • Deciding the right mode of automation; partial or full?


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Creating an efficient and effective human centred CX Model Consumers with an emotional connection to a brand have a 306% higher lifetime value, stay with

a brand for an average of 5.1 years vs. 3.4 years, and will recommend brands at a much higher rate (71% vs. 45%) (Source: Motista’18). Companies need to develop experiences that allow their customers to easily

move between digital and human interactions so that they can get the experience and service they want.

KEY ENABLER: TRAINING & HUMAN DEVELOPMENT 10:35 Empowering customer experience by investing in people to serve the people; how emotional connections drive loyal customers to spend up to 10 times more! Whilst most companies are completely hitting the automation button, Guilherme believes its important to keep the human emotional touch into consideration, after all nothing creates an experience better than hitting the right emotions! Key question: How do we empower decision makers to consider customer requests into their product to drive business growth? • Cultural shift: Putting the customer at the center of business decisions • 1 customer means everything: How isolating customer issues may lead your organization in becoming a failure • Journey: Efficienct and effective are not co-dependent; Understanding your customer journey and making it visible to everyone who cooperates into this journey with employees of a company

Guilherme Rodrigues, AVP Customer Experience and Design Lead, Payit – FAB

KEY ENABLER: CUSTOMER INSIGHTS 11:00 Putting the customer and employee at the centre of customer experience – reciprocal duality The presentation will explore how organisations optimise the capabilities of the whole organisation to accelerate customer experience outcomes. Key topics covered: • The connection between customer insights and leadership decision-making • Targeting customer touchpoints through employee capabilities • Sharing a model of reciprocal interactions to accelerate customer centric culture outcomes

Damian Cotchett, Senior VP – Head of CX, Noor Bank

11:25 Networking break

11:50 Speed Networking

Leveraging optimal digital solutions to drive CX and business sustainability Saudi Gazette states that, in the Middle East 88% of organizations recognize CX as a differentiator

leading to part of their business sustainability. Businesses are now competitive more than ever striving to deliver efficiency and experience.

KEY TECH ENABLER: DIGITAL TRANSFORMATION 12:00 Case study: Know how United Arab Bank’s automated transactional activities have led to increased customer satisfaction UAB’s new state-of-art ATM application resulted in significantly improving its customer satisfaction levels. In this case study, Mai will speak about the new ATM platform, showcase its capabilities and will demonstrate the importance of increased digital innovations to meet customer expectations & improve efficiency. Key question: How does I deposit enhance the customer satisfaction level? • Discussing the advantages of automated transactional activities • How to keep the measure of customer origination

Mai Momani, Head of Client Experience, United Arab Bank


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KEY TECH ENABLER: DATA ANALYTICS 12:20 How to successfully navigate through the challenging waters of data and sales via CRM? A prime customer experience begins with an established CRM network in the organization. The CRM has an ability to understand the behavioural analytics of a customer, boosting sales based on historic trends and cross selling other products. The right CRM can enhance the business retention and sustainability of an organization by multiple folds. Key question: What is the role CRM is playing in the future of user interfaces? • How to leverage personalization and privacy driving growth? • What role can AI play in addition to the CRM capabilities?

Phase 2: The interaction journey space – How does the customer interact with your business?

KEY ENABLER: MANAGEMENT STRUCTURING SOLUTIONS 12:40 How to entrench the CX culture; Drawing the line between customer experience and customer service To ensure CX is successfully implemented, organisations must provide a crystal clear experience. Customer service is a momentary action which adds up to CX, but CX is the entire journey of the customer from the very first touch point with the organization, offline or online. Key question: How do you address the growing need for CX culture on the whole?

Panelists: Melissa Jarvinen, Chief Marketing Officer, Novo Cinemas Sunny Landeros, Brand and Communications Director, Jetex

KEY ENABLER: BUSINESS DEVELOPMENT SOLUTIONS 13:10 Measuring customer happiness beyond numbers; delivering a continuous and connected digital experience to boost revenue by up to 15% Kaleigh Moore says improving the customer journey has the potential to not only increase customer satisfaction by 20%, revenue by up to 15%, while lowering the cost of serving customers by as much as 20%. Key question: How to achieve an accurate understanding of customers and strategise for growing business needs? • How to make your customer service KPI focused? • Experience is a lot more than a quantitative measure – the qualitative element cannot be underestimated • Why does great customer experience matter and how can it be leveraged

Taiyab Ghafoor, Group Director - Organised Retail, Axiom Telecom

13:30 Lunch Break

At your service; going the extra mile in enhancing customer interactions Global voice commerce is expected to increase by from $2 billion to reach $40 billion by 2022, according to an OC&C Strategy Consultants survey. Brand recognition is the key element that

businesses establish with a strong customer interaction. By proactively encouraging customers to reach out, companies create enhanced trust and transparency, leading to stronger customer engagement.

KEY TECH ENABLER: VR AND INNOVATION 14:30 Why we should train our staff in Customer Service delivery in order to go Beyond Customer Satisfaction. Using VR innovation tools for multinational companies. Vessela Melamed, CEO, exTempore

PANEL DISCUSSION

Session reserved for


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KEY ENABLER: STRATEGIC SOLUTIONS 15:00 Omnichannel VS Multi-channel approach; which and why?

To capture the real touch points of a customer in their journey, businesses tend to drive themselves into technology that provides an experience across all channels seamlessly. However, some argue that while omnichannel focuses on offline and online equally, multi-channel is the way to go ahead as it provides more importance to the channels facing heavier traffic. In this panel discussion the pros and cons of both will be evaluated.Key question: How do you choose which among the two suit your business model with the customer journey touchpoints?

Moderator: Sarah Lattouf, Head of Digital Marketing, CX Network IQPC Global Panelists: Damian Cotchett, Senior VP – Head of CX, Noor Bank Dr. Raffaella Bianchi, Head of Customer Experience, Du

KEY TECH ENABLER: DIGITAL TRANSFORMATION 15:25 How to combine ‘one-of –a kind’ customer experiences with digital consumer interactions?

Companies with the strong omnichannel customer engagement strategies retain an average of 89% of their customers, compared with 33% for companies with weak omnichannel strategies. (Source: Aberdeen Group’18) In the era of digital communication, it becomes increasingly important to consider the specifics and integrate various communication channels to cater for different user profiles. It’s the shift from channel driven engagement to intent driven engagement.Key question: How to analyse real life touch points driving monetary traction via omni-channel? • How to effectively use omnichannel strategies to drive brand engagement • Using omnichannel to provide rich, unique and personalized customer experiences across

multiple touchpoints and channels

15:45 Interactive Discussion Groups (IDG’s) Interactive Group Discussions (IDGs) are the perfect setting for audiences to come together and discuss their ideas, insights and opinions on specific topics. Each IDG has a leader who will lead the discussion and mention key points that the audience seated can engage in, creating a platform for interactive conversations and learning’s from like minded individuals, from similar work backgrounds of industries, hence leading into a thought provoking discussion. Every participant will have the exciting chance of discussing and sharing their views over two topics for 30mins each within the respective group.

16:30 Live On Stage Debate #OneOfaKindExperience Does automation kill the emotional, human touch in the CX approach? Virtual Experience VS Emotional Experience With robots taking over the mundane and repetitive jobs, the human are provided with an opportunity to be involved with front line jobs. But how much is too much? What does this mean for day to day jobs? This debate will highlight the importance of human intervention vs the robotic force. Further to 30 mins of the debate, the audience will have an open round of 10 minutes to raise questions to either member of the team.The audience will be provided with a sheet with both team names on each side and upon completion of the debate, the audience takes the call for the winning side!Team Automation/Team Humans

Guilherme Rodrigues, AVP Customer Experience and Design Lead, Payit – First Gulf Bank Mai Momani, Head of Client Experience, United Arab Bank Sarah Lattouf, Head of Digital Marketing, CX Network IQPC Global

17:00 End of conference day one

1. Change management: Moving from a service led culture to a cross-sell and

customer acquisition strategy

2. Growing customer satisfaction and

loyalty through intent driven engagement

3. How to measure the right profitability of CX?

INTERACTIVE GROUP

DISCUSSION

PANEL DISCUSSION

DEBATE


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09:20 Opening remarks by chairperson

Phase 3: The CX impact on customer behavior

Hitting the right cords; customer satisfaction management In a survey of customer experience team leaders, 100% of respondents agreed that customer

experience management cannot succeed without engaged employees. Further, 97% of CX team leaders agreed that CXM is a business strategy for creating loyal customer relationships, and 89% said it includes any effort to improve customer satisfaction. (Source: Customer Think’19)

KEY TECH ENABLER: AUGMENTED REALITY & VIRTUAL REALITY 09:30 Case study: Keeping up with the millennial trend; setting a creative and distinctive CX strategy that will be a part of the 4 trillion USD emerging markets by 2030 The USD 500 Million debut venture of the Dubai based tech firm Mall.Global’s true hybrid experience is designed to match the lifestyle of the digital natives. Mall.Global is designed to be the true definition of a digital mall, where brands can do much more than just sell products and in fact recreate the retail experience to deliver the perfect bridge between on-ground and online. Key question: How will Mall.global everywhere innovation impact the millennial behaviour and what does this mean for traditional e-commerce? • Creating the sense of ‘Try and Buy’ beyond the traditional e-commerce • What does it mean for customer loyalty and engagement?

Naveed Pirzada, Chief Strategy Officer, Mall.global

10:00 A KLM CX Case Study Ryanne van de Eijk, Chief Customer experience Officer, Ras Al Khaimah Economic Zone

KEY ENABLER: BUSINESS GROWTH 10:30 How growing customer retention and loyalty can boost profits by 25 to 95 percent? (Bain & Co). Loyal customers who support a brand over time are said to spend 67% more than new customers. (Source: Edelman’18) In an era of changing preferences and loyalty, it is important and crucial to keep your customer coming back to you with a chance of up-selling to them. Key question: How do you drive the engagement with customer and convert it into an ongoing loyalty program? • Are loyalty and engagement two sides of the same coin? • How do you monitor and track the changes in consumer trends affecting loyalty? • VIP segregation for the loyal; why and when?

CONFERENCE DAY TWO WEDNESDAY, 18TH SEPTEMBER 2019


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The new oil in the CX engine – Data! Gartner states, by 2020 more than 40% of all data analytics projects will relate to an aspect

of customer experience. in order to deliver an excellent customer experience, you have to know your customers better than ever before. This means creating complete customer profiles that help you

understand and measure your customers’ behaviors at every touch point across multiple channels.

KEY TECH ENABLER: DATA MANAGEMENT & ANALYTICS 10:50 Case study: Nissan’s full proof plan in devising a holistic customer experience journey turning customer pain points into strength factors Nissans’ tagline states - Innovation that excites. Nissan got the motto right from the start especially when 60% of the UAE region is represented by the digital natives under 30. Key question: How do you create enough trust in people to convince them to share their data with you and make them actually benefit from that? • How Nissan created a 360 degree CX in the organization across all departments? • How does Nissan create personalized products based on data? • How do internal hackathons play a role in developing CX?

Hussein M. Dajani, General Manager - Digital and Customer Experience Transformation - Africa, Middle East, India, and Turkey, Nissan Motor Co.

11:20 Networking Break

KEY TECH ENABLER: DATA MANAGEMENT & ANALYTICS 11:50 How to create up to 60% more engaged employees by providing customer journey mapping data to the entire support staff? Novo Cinemas successfully launched the regions largest IMAX catering to an experience ahead of its competition. But Melissa strongly believes that until the organization does not comply with customer centricity and the right data, it is difficult to create such experiences. Key question: How does data map out the relevant real-life touch points driving business growth? • How to effectively run your customer journey map into a practical tool? • How to combine one-of-a-kind seamless customer experience with real-life touch?

Melissa Jarvinen, Chief Marketing Officer, Novo Cinemas

KEY TECH ENABLER: DATA MANAGEMENT & SECURITY 12:05 Why is privacy management the most sought after grail playing a key role in determining the customer’s satisfaction? • Finding the right balance; making the customer feel their data is safe while ensuring organizations serve customers better by understanding their behavioral patterns • Creating a business model of security value to the customers by being data driven

KEY TECH ENABLER: DATA ANALYTICS 12:35 Case study: How infusing predictive analysis with their CX strategy caused a 30-40% improved accuracy of call demand per day for a major online retailer in India? Flipkart a major retailer in India has deployed predictive analytics in creative ways including how it delivers service through its contact centers with 72% higher chances of gaining recommendations. This case study focuses the ease of data flow that lets Flipkart enjoy its customer loyalty. Key question: How has Flipkart created a multi dimensional CX strategy? • Creating the end-to-end ease of shopping; checkout journey process • Transforming predicted and proactive CX; how did they move from a reactive CX?

Reserved for Flipkart

13:05 Lunch Break

PANEL DISCUSSION


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14:05 Interactive Discussion Groups (IDG’s) Interactive Group Discussions (IDGs) are the perfect setting for audiences to come together and discuss their ideas, insights and opinions on specific topics. Each IDG has a leader who will lead the discussion and mention key points that the audience seated can engage in, creating a platform for interactive conversations and learning’s from like minded individuals, from similar work backgrounds of industries, hence leading into a thought provoking discussion. Every participant will have the exciting chance of discussing and sharing their views over two topics for 30mins each within the respective group.

1. How is mystery shopping used to

analyse brand promise delivery everywhere,

every time?

2. A human partner, not replacement;

Building emotional connection to deeper

customer relation

3. Why is it important to function as a cross department company beyond the customer related departments?

Phase 4: The CX impact on financial metrics

Know your customer exclusively - CX strategy on point; reduced customer churn According to Esteban Kolsky, if a customer is not satisfied, 13% of them will complain to 15 or more people that they are unhappy. On the other hand, 72% of customers will share a positive experience with 6 or more people.

67% of customers mention bad experiences as a reason for churn, but only 1 out of 26 unhappy customers complain. The rest, they just leave.

KEY ENABLER: STRATEGIC SOLUTIONS 15:00 Designing and implementing an effective CX strategy; Riyad Bank is becoming a profitable entity by leveraging better experiences Riyad Bank is a $11.5B financial institution with over 3,000 employees globally working on becoming a customer-centric organization that relies on customer insight. Peter as the SVP – CX is working on creating better experiences using those insights leading to higher growth of the bank. Key question: The strategic imperative – why is it important? • Voice of Customer • How to work on service design, design thinking and innovation • Customer-centric processes and operational efficiency • Together we are stronger; Customer testing & co-collaboration

Peter Halsor, SVP - Customer Experience, Riyad Bank

KEY TECH ENABLER: DATA MANAGEMENT & ANALYTICS 15:30 Capitalizing upto 10x greater increase in annual company revenue by implementing the voice of the customer – Developing a reliable ‘outside –in’ view of your business Key question: What are the strategies for gathering VOC data: getting the equilibrium between structured and unstructured data? • Connecting VOC data with customer loyalty, spending, and financial data for actionable insights • Engage into positivity; How to develop social media engagement with closed loop VoC systems?

KEY ENABLER: BUSINESS GROWTH SOLUTIONS 15:50 Funding and change management – How to deliver ROI to the board and improve bottom line? 81% of the projects with effective change management came in on or under budget, according to the study by change management guru, Prosci. With the ongoing cost control strategies, companies do not have the money to splurge on change management unless there is a massive requirement. To achieve this it is of utmost importance that the boards approve and see the bird’s eye view of what the ROI looks like for CX investments. This panel discussion will focus on what challenges and strategies are adopted by industry experts to deliver the ROIs and attain funding. Key question: In tough economic conditions, how do companies deliver and prove the ROI within CX?

Panelists: Damian Cotchett, Senior VP – Head of CX, Noor Bank Renata Liuzzi, Customer Experience Expert

16:20 End of conference day two


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AWARDS CX TUESDAY, 17TH SEPTEMBER

RECOGNISING THE GAME-CHANGERS IN THE CUSTOMER EXPERIENCE INDUSTRYJoin us for the most exciting awards evening, now in its 5th Edition, Customer Experience Week Middle East. Awards continue to grow in size and importance in receiving nominations from across the region for various categories. Let’s come together to celebrate the winners and of course network!

HOW YOU CAN PARTICIPATE?• Nominate for an award: Submit your entry and gain industry-wide recognition for your cx strategy, technology, project and achievements over the past year

• Sponsor an award: Sponsor an award and benefit from the strategic opportunities and packages to give you unprecedented exposure before and after the awards ceremony

• Be seen as a leader in the customer experience community and make an impact by showcasing your CX capability

AWARD CATEGORIES

DOWNLOAD THE AWARDS NOMINATION FORM AT CXWEEKMIDDLEEAST.IQPC.AE OR

EMAIL [email protected] TO REQUEST FOR A COPY

DON’T FORGET THE DATES

Nomination deadline: 25 June 2019

Winners announced: 17 September 2019

Customer Experience Champion 2019

Best use of technology for customer engagement

Best in class contact center

Leader in Omni channel strategy

Best CX transformation strategy

Customer experience change management

leader

Best use of automation for customer engagement

Best customer experience solution 2019


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BENEFITS OF SPONSORING & EXHIBITING

CAPITALISE ON THIS OPPORTUNITYTO GET AN EDGE OVER YOUR COMPETITION, SHOWCASE YOUR SOLUTIONS TO OUR QUALIFIED AUDIENCE OF INDUSTRY DECISION MAKERS AND GAIN ACCESS TO UNPARALLELED NETWORKING OPPORTUNITIES, PLEASE CONTACT +971 4 360 2800 OR EMAIL [email protected]

ESTABLISH YOURSELF AS A THOUGHT LEADER Whether you’re presenting on stage or participating in a debate, demonstrate your expertise around tank and terminal storage management so you’re top-of-mind when solutions are required

NURTURE IMPORTANT INDUSTRY RELATIONSHIPS Benefit from valuable face-time with influential stakeholders and hold meaningful conversations that may result in future business for your organisation

CEMENT YOUR POSITION AS AN INDUSTRY INNOVATOR Highlight your cutting-edge solutions and expertise in one of our solution provider showcases or on the exhibition floor

EDGE OUT YOUR COMPETITION Gain an advantage over your competitors at the precise time that decision makers are evaluating products and considering solutions

ELEVATE YOUR PROFILE Ensure your brand stands out from the crowd and is associated with excellence in tank and terminal storage management to improve you chances of winning business

GENERATE NEW BUSINESS Network with serious buyers, important influencers and potential business partners

WHO SHOULD SPONSOR AND EXHIBIT?

DATA ANALYTICS

CUSTOMER ENGAGEMENT

RPA

CRM

OMNICHANNEL

VOICE OF CUSTOMER

BUSINESS INTELLIGENCE

AI (MACHINE LEANING AND

CHATBOTS)

CUSTOMER JOURNEY MAPPING

DIGITAL SURVEY/FEEDBACK

Please view full terms and conditions online at cxweekmiddleeast.iqpc.ae/cancellation

Please note: For all events taking place in the UAE, a mandatory VAT of 5% will apply.

*Eligibility for this pricing is at the discretion of IQPC.

Package - For All Customer Experience ProfessionalsPackage Register and Pay by 6 August 2019 Standard Rate

Conference + 1 Workshop Day

US$3,599 (Save US$200)

US$3,799

2-Day Conference US$2,799 (Save US$200)

US$2,999

Package - Customer Experience Solution ProvidersPackage Standard price

Conference + 1 Workshop Day US$4,299

2-Day Conference US$3,499

GROUP BOOKING DISCOUNTSGroup of 3+ save 10% off the standard price

Group of 5+ save 15% off the standard price

Group of 8+ save 25% off the standard price

3 WAYS TO REGISTERCALL: +971 4 364 2975

EMAIL: [email protected]: cxweekmiddleeast.iqpc.aeCONFERENCE CODE: 24032.005

CONFERENCE DOCUMENTATION

If you cannot make the conference, you can still access all presentations delivered throughout the conference days for just US$450, post event. Contact us on +971 4 364 2975 for further details.

VENUE & ACCOMMODATION

Le Royal Meridien Beach Resort & Spa Al Sufouh Road, JBR Walk, Jumeirah Beach Residence P.O. Box Dubai 24970 United Arab Emirates Phone: +971 4 399 5555

Hotel and travel costs are not included in the registration fee. For assistance in your travel and accommodation requirements, please refer to details below:

Room Reservations Special / corporate rate for room accommodation is available in the hotel. You may contact the hotel directly as per the details above quoting IQPC Middle East or the name of the conference.

Flight Reservations Contact Bindu Babu at SNTTA Travel & Tours LLC Dubai. Email [email protected] Tel + 971 4 282 9000 Fax + 971 4 282 9988 Online www.sntta.com

Please book at the earliest for your convenience.

Delegate package includes: Access to all registered conference sessions Access to interactive networking sessions Access to networking lunch and refreshment breaks Access to speaker presentations post-event (pending speaker approval)

IQPC provides business executives around the world with tailored practical conferences, large-scale events, topical seminars and training programmes, keeping them up-to-date with industry trends, technological developments and the regulatory landscape. IQPC conferences are market leading “must-attend” events for their respective industries. IQPC produces more than 1,700 events annually around the world, and continues to grow. Founded in 1973, IQPC now has offices in major cities across six continents including: Berlin, Dubai, London, Miami, New York, Singapore, Sydney and Tampa. IQPC leverages a global research base of best practices to produce an unrivalled portfolio of conferences. www.iqpc.ae

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17-18 September 2019Dubai

Media Partners:

Documents

UNRAVEL THE NEXT ERA OF CUSTOMER EXPERIENCE … · Customer Experience Week will champion change makers and trailblazers who are at the forefront of agile, customer centric organizations