Nilay Ranjan Singh
State Bank of India
Chief Executive Officer.
The Future of Omnichannel CX: Seamless Journeys and Unified Experiences
- Emerging Channels Integration: Explore how businesses are blending social media, messaging apps, and voice interfaces into omnichannel strategies.
- Data-Driven Personalization: Learn about the role of AI and analytics in crafting consistent, relevant, and personalized experiences
- Real-Time Engagement: Discover strategies leveraging real-time data for instant responses and dynamic omnichannel interactions
- Unified Communication Platforms: Understand the adoption of platforms connecting customer interactions across channels, breaking down silos.
- Omnichannel Analytics: Explore how advanced analytics tools are providing insights into customer behaviour for data-driven decision-making and continuous improvement.
Frederik Bisbjerg
eData Information Management
Deputy CEO
Turning Data into Value: Practical AI and Big Data Strategies for Transforming Customer Success
- Practical AI Implementation: Exploring real-world applications of AI and Big Data in understanding and segmenting customers, enhancing personalized engagement, and driving business outcomes.
- Mastering Data Management: Unveiling strategies for successful Master Data Management (MDM) to break information silos and authenticate customer data, ensuring a unified and accurate customer view for all business operations.
- From Data to Decisions: Demonstrating how businesses can leverage self-service analytics and diverse data sources, from social media to IoT, to gain comprehensive insights and empower decision-makers.
- Ensuring Customer Success: Discussing the critical role of digital transformation in customer success, focusing on the practical steps companies need to take to ensure the transition is effective and beneficial.
Daniel Sharaiha
Bank Al Ethihad
Chief, Human Capital and Customer Experience
Why a human cantered design and journey is critical for customer experience?
- Why human Centre design is most impactful in customer journey mapping?
- leading process and digital journey with Empathy?
- Why happy employee is happy customer?
- Ensures understanding of customer needs and preferences.
Noora Ahmed
Network
SVP – MD Processing Business Relation & CX
After Experience & Beyond Expectations
- After Customer Journey
- Right experience for the right customers
- Customer Experience vs Customer Excellence
Faran Niaz
HALA
Director Customer Experience
Debunking Customer Experience Myths & Understanding Their Realities - CX5 – CX4.
- Customer Service & Customer Experience are two separate concepts?
- NPS is Just One Measure. Is it the most important?
- Customer Centricity - is it all about customer?
- B2B & B2C experiences are poles apart?
Dennis Wakabayashi
The Global Voice of CX
Enterprise CX Consultant
The United World of Empathy, Innovation and Customer Experience.
Dennis Wakabayashi, the Global Voice of CX, takes us on a journey from the frontlines of African customer service to the forefront of CX innovation at Expo City Dubai. Together, we’ll explore universal human values that underpin exceptional customer experiences across cultures, highlighting the power of empathy, innovation, and strategic insight in shaping the future of CX.
Maram Habash
Mashreq
SVP, Head, Client Experience - Retail Banking & Treasury
Emotional Intelligence Redefines CX: The Rise of AI-Powered Virtual Customer Assistants
- Blurring Boundaries: Advances in conversational AI bridge the gap between digital and physical worlds, reshaping the landscape of customer experience.Virtual Faces of Business: AI virtual influencers, like Ling, could become the forefront of a business’ customer service, merging technology and human-like interactions.
- Transformative Tools for CX: AI-powered virtual assistants are hailed as game-changers, with proof-of-concept studies showing their ability to predict emotions, like loneliness in older adults.Reading Beyond Words: German AI start-ups pioneer virtual assistants that analyze body language and gestures, enhancing their understanding of customer sentiment and emotional states.
Odisseas Trikaliotis
Ipsos
Chief Research Officer
Is your VOC program delivering its promise? Do’s and Don’ts when building a VOC program?
From data explosions to the demand for total transparency, we understand the challenges industry professionals face amidst digital transformation. Discover how emotional intelligence and AI-powered virtual assistants redefine CX, forging meaningful connections with customers. Dive into the evolution of hyper-personalization and the future of omnichannel experiences, unlocking solutions to industry dilemmas. Join us as we navigate the twists and turns of CX, uncovering opportunities for innovation and excellence. Register now and be part of this transformative narrative in CX.