Mai Momani
Invest bank
Head of Client Experience
How to get stakeholders excited about the CX program?
An organization's leadership often fails to understand the importance of a CX program or how it can produce tangible business results. And without buy-in from the executive leadership, it is unlikely that a CX program will be effective.
- Effectively prove the ROI on your CX program.
- Common mistakes to avoid while articulating a CX vision.
- Key inclusions in a CX business case.
- Connect the CX program to leadership's priorities.
Tamer El Sabrouti
OSN
Customer Service Director
The human touch at the centre of customer experience excellence.
- The human touch creates emotional connections: Customers want to feel valued and heard, and the human touch allows businesses to create emotional connections with their customers. This can lead to increased loyalty and repeat business.
- Personalized experiences lead to happier customers: By incorporating the human touch into customer interactions, businesses can create personalized experiences that cater to individual needs and preferences. This can lead to happier customers who feel seen and understood.
- Empathy is key to effective customer service: Empathy is the ability to understand and share the feelings of others. When businesses incorporate empathy into their customer service interactions, they can better understand customer needs and provide effective solutions.
- Technology cannot replace human connection: While technology has improved customer service in many ways, it cannot replace the human connection that customers crave. By prioritizing the human touch, businesses can stand out in a world increasingly dominated by technology.
- The human touch drives business success: By prioritizing the human touch, businesses can create a competitive advantage that drives success. Customers who feel valued and understood are more likely to become brand advocates, share their positive experiences with others, and ultimately drive business growth.
Ahmad Altarawneh
Dubai Police HQ
Senior Strategic Transformation Consultant
Achieving Successes Transformation, From CX, DX, EX, To TX
- TX defined
- The role of Disruptive Technologies
- The role of data
- Voice of society-integral input for real time TX transformation
Eoin Daly
Commercial Bank of Dubai
Head of Sustainability & Customer Engagement
The Intersection Between Sustainability & Customer Engagement
- The intersection between sustainability & customer engagement
- Empathy is now the point of difference
- Primary point of empathy with customers is on the future of the planet
Rowaida Khedr
Fabmisr
Associate Director for Corporate & Supporting function– Customer Experience & Market Insights
A Framework for CX Transformation
- Voice of customers from different touchpoints & tracking customer pain points.
- Integrating & aligning VOE with the Customer Journey.
- Design thinking is the customer-centric way to innovate.
- Optimize your customer journey & reduce churn with CX.
Eman Talaat
Department of Government Enablement
Head of Experience Design
'Transforming User Experiences: The Power of AI Integration in UX' is a must-read for anyone passionate about technology, design, and creating exceptional digital experiences.
- How AI enables personalized UX at scale
- The rise of intelligent chatbots and virtual assistants
- Predictive UX and its impact on user engagement
- The magic of Natural Language Processing (NLP) in UX transformation.
Siddhaarth Iyer
GIG Gulf
Head of Digital & Customer Experience
Leveraging Digital Innovation & Automation Technologies
- Harnessing the Power of AI & Automation
- How will Metaverse transform CX?
- Unleashing the power of customer, cloud, and data
- Using predictive analytics, machine learning, and big data for designing a winning CX strategy
- AI and Robotics: Opportunity for organizations to grapple with challenges and improving CX
Mohamed Fawzy Nasif
UBER
Head of Customer Experience, Middle East & Africa
Efficiency Driven Customer Support Models
- In such economic circumstances, there's a higher bet on efficient support models that can be sustainable and enable the business growth.
- What is an efficient support model?
- Understanding the customer to determine investment vs. divestment areas.
- With automation being a general priority, what are the fundamentals to ensure a high bar of experience.
To excel in CX, businesses must prioritize customer needs and wants and strive to deliver personalized, timely, and meaningful interactions across all channels. It includes offering seamless, intuitive, and efficient experiences across physical and digital touchpoints, ensuring a consistent brand message, and demonstrating empathy and understanding toward customer needs and concerns. We are bringing together leading experts, thought leaders, and industry professionals, for an unforgettable experience as we dive into the world of CX in the Middle East and North Africa region. With engaging sessions, interactive workshops, and networking opportunities, this event is a must-attend for anyone passionate about delivering exceptional customer experiences, driving business growth and looking to transform their customer service approach to elevate their business to the next level.