Nirmani Amerasinghe
Schneider Electric
Vice President - Global Customer Experience
The AI-Powered CX Revolution: Transforming Customer Experiences through Hyper Personalization
- Sets the stage by highlighting AI's central role in driving CX transformation.
- Focuses on the core concept of hyper-personalization enabled by real-time data analysis.
- Emphasizes the proactive aspect of AI, focusing on anticipating customer needs before they arise.
- Highlights the leadership of specific industries in adopting and implementing AI for CX improvement.
Lays Laraya
Atlantis Resort
Director, Quality & Guest Experience
Employee and Customer Experience: Striking the Perfect Balance for Success
- The Connection Between Employee Engagement and Customer Satisfaction
- Creating Synergy: Aligning Internal and External Experience Strategies
- Empowering Employees to Elevate Customer Interactions
- Balancing Priorities: Measuring the Impact of Dual Experience Strategies.
Mahmoud Zaky Elsafty
Dubai Land Department
Customer Experience Director
Synergizing UX and CX: Driving Business Growth Through Unified Customer Experience
- Bridging the Divide: Aligning UX and CX Strategies for a Holistic Customer View
- Shared Vision, Shared Metrics: Measuring the Impact of Unified Experience Design
- Customer at the Center: Creating Seamless Journeys Through UX and CX Integration
- Collaboration and Communication: Building a Unified Culture for Experience Excellence
Balakrishna Murthy
Majid Al Futtaim
Director - Customer Experience & Innovation
CX for Everyone: Building a Customer-Centric Culture Across Your Organization
- Why CX should not be confined to a single department but rather embraced as a shared responsibility across the entire organization.
- The importance of providing employees with access to customer feedback, data, and insights, empowering them to make customer-centric decisions in their daily work.
- Focuses on the role of leadership in fostering a customer-centric culture by setting the tone, providing resources, and recognizing and rewarding customer centric behavior.
- Building a customer-centric culture is an ongoing process that requires continuous improvement, measurement, and adaptation.
Abdullah Khirullah
Mobily
Director Digital & Social Care Operations
Elevating Contact Centers: From Transactional Hubs to Loyalty Engines
- Shifts the focus from simply handling calls to fostering genuine connections with customers.
- Emphasizes the importance of equipping agents with the resources they need to excel.
- Highlights the use of technology to deliver personalized service efficiently.
- Emphasizes the importance of using data to track progress and refine strategies
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.