Why 2nd Customer Experience in Low-Touch Economy DigiConference

With customer experience expected to overtake both price and product as the key brand differentiator (Walker study) and 67% of users now have higher expectations than ever before (Forrester report), organisations are required to reinvent their customer service and adopt innovative technologies and solutions that can increase their competitiveness and ensure customer happiness and satisfaction. In fact, advanced technologies such as VoC, AI and omnichannel have the power to improve customer experience both digitally and at contact centres and provide organizations gain a competitive advantage.

Building on the success of the first edition, the 2nd Customer Experience in Low-Touch Economy DigiConference, 08th September 2021, will bring together region’s senior CX executives, digital transformation experts, and international technology consultants. This meeting will include a progressive discussion on the future of advanced customer experience performance using new technologies such as data-driven predictive systems and a more competitive artificial intelligence in the overall customer journey. Conference speakers will also explore the latest CX industry and technology trends and global best practices that can drive customer service innovation, happiness and satisfaction.

200+

Attendees

50+

Decision makers from energy and utilities sector

15+

Speakers

10+

Countries represented

5+

Media partners

2nd Edition Advisors

Kowshik Bhattacharjee

Group head of Patient Experience Medcare Hospitals, UAE

Mehmet Onal

Senior VP of Transformation & Business Intelligence, Tanfeeth – Emirates NBD, UAE

Rania Shamas

Ex Senior VP, Al Tayer Group- Consultant, UAE

Shabir Ali Ghulam Murtaza

Operational Excellence, Transformation Director – Ooredoo, Oman

1st Edition Speakers

Abdulaziz Alshamsan

Executive Director General Customer Experience & Corporate Communication at Ministry of Human Resources and Social Development KSA

Asrar Ali Furqan

E-health Strategist, Ministry of Healthcare – KSA

Abderahim Lakehal

Senior Technical Sales, Middle East, Automation Anywhere

Abhishek Surana

Director – Product Management, Freshworks Inc

Ahmad Samir

Director of Corporate Customer Experience, Planning & Design, WE Telecom Egypt

Amit Tyagi

Head of Customer Experience, Middle East Broadcasting Center – MBC

Chris Colley

Solution Principal, Customer Experience – EMEA, Medallia

David Hudson

Regional Director for Experience Management Solutions, Verint

Dinesh Chandra

Regional Vice president, Middle East, Automation Anywhere

Ehsan Bin-Abdullah

Head of Customer Experience (Saudi Certified CCXP® Customer Experience Professional – CXPA/PMP® – PMI/ Certified Trainer)

Humood Jassim

Senior Manager – IT, Silah Gulf

Ilaria Buonpane

Head of CX & Strategic Marketing Management​

Kawshik Bhattacharjee

Group head of Patient Experience, Medcare Hospitals

Mohamed Ali Alshaya

Technology Executive Director, Ajman Free Zone Authority UAE​

Manuel Cervantes

Enterprise Sales Director, Financial Services, Medallia

Mehmet Onal

Senior VP of Transformation & Business Intelligence, Tanfeeth – Emirates NBD

Paschalis Petalas

Head of CRM, Service Delivery & Loyalty, ADCB Bank

Rahul Otawat

AVP-II, Strategy, Modeling, Analytics & Data Science, Mashreq Bank

Rania Shamas

Ex Senior VP, Al Tayer Group – Consultant

Vikrant Neogi

Senior Business Solutions Manager, SAS’ Customer Intelligence

Vishal Dogra

Regional Sales Director, Automation Anywhere

William Perry

Head of UK Financial Services, Medallia 

Zaigham Khan

Head of Customer Experience Insights, Riyad Bank

Shabir Ali Ghulam Murtaza

Operational Excellence, Transformation Director – Ooredoo Oman

Who Will Attend the 2nd Customer Experience in Low-Touch Economy DigiConference?

CEO’s, Chiefs, VP’s, Directors, Heads and Specialists from the following departments:

  • Customer Experience
  • Customer Service Excellence
  • Innovations
  • Digital Transformation
  • Smart and e-Services
  • Technical Department
  • Contact Center
  • Data Privacy
  • New Technology
  • Information Technology
  • Infrastructure

Why get involved?

Get in front of your target market

Get access to key stakeholders involved with ongoing and upcoming customer experience projects in their respective organizations.

Gain project insights

Get first-hand details on timelines and requirements of current and future CX projects from across the region and spot opportunities.

Raise your brand awareness

Opportunity to position your brand as one of the leading CX platform providers to help stakeholders and project owners overcome the ever-changing customer issues.

Increase your competitiveness

Learn about the latest CX challenges faced by the region’s tier 1, 2, 3 organizations and identify how you can provide them with customized solutions to help overcome these challenges

Who Should Exhibit & Sponsor?

API Technology Solution Providers

Core Digital Banking

Network and Application Security

Data Integration and Analytics Service Providers

Conference Program

TIME CONFERENCE PROGRAM
10:00 Meeting room opens
10:01 Great Minds Group welcome remarks
10:05 Conference chair welcome remarks
10:10 Opening Panel: Overview of the region’s vision for customer experience excellence in low-touch economy

  • Insight into current trends shaping the future of customer happiness
  • Looking at the impact of the pandemic on CX sector in UAE and KSA
  • Role of governments in driving CX and building the best citizen and resident experience
  • Implementing customer experience excellence strategy with a top-down approach to ensure cross-organizational support
  • Adopting efficient strategies to empower organizations to embrace change
  • Mastering the digital edge to enable flawless customer experience management
  • Analyzing need of the hour to invest in CX implementation and how to ensure ROI

Panelists

  • Abdulaziz Alshamsan- Executive Director General Customer Experience & Corporate Communication at Ministry of Human Resources and Social Development KSA
  • Asrar Ali Furqan – E-health Strategist, Ministry of Healthcare – KSA
  • Amit Tyagi – Head of Customer Experience, Middle East Broadcasting Center – MBC
  • Mohamed Ali Alshaya – Technology Executive Director, Ajman Free Zone Authority UAE
  • Ehsan Bin-Abdullah – Head of Customer Experience
  • Vishal Dogra, Regional Sales Director, Automation Anywhere

Moderator

  • Kawshik Bhattacharjee – Group Head of Patient Experience, Medcare Hospital
11:05 Keynote Presentation: The New Normal: Customer Experience Strategies for Success – Sammar Farooqi – Consumer Industries Leader, EMEA South, SAP
11:20 Technology innovation session
This session will highlight latest digital transformation technologies. The session consists of three 10-minute back-to-back presentations from experts in the industry who will provide insights on the successful application of a variety of innovations and case-studies.

  • Industry insights 1
    • William Perry, Head of UK Financial Services, Medallia
      Manuel Cervantes, Enterprise Sales Director, Financial Services, Medallia
  • Industry insights 2
    • Vikrant Neogi, Senior Business Solutions Manager, SAS’ Customer Intelligence
11:50 Panel discussion 2: Re-evaluating VoC process to capitalize on real-time customer feedback and achieve service excellence

  • Effective use of AI, robotics and self-service in VoC for improved customer service
  • Utilizing intelligent technologies to capture real-time feedback, measure customer journey, and achieve optimal customer satisfaction
  • Utilizing feedback tools and advanced analytics to capitalize on the customer response data
  • Identifying effective process automation technologies to ensure data privacy
  • Utilizing NPS systems to effectively convert non-potential customers into loyal customers

Panelists

  • Chris Colley, Solution Principal, Customer Experience – EMEA, Medallia
  • Kowshik Bhattacharjee – Group Head of Patient Experience, Medcare Hospital
  • Mehmet Onol – Senior VP of Transformation & Business Intelligence, Tanfeeth – Emirates NBD
  • Rahul Otawat – AVP-II, Strategy, Modeling, Analytics & Data Science, Mashreq Bank
  • Shabir Ali Ghulam Murtaza – Operational Excellence, Transformation Director – Ooredoo Oman

Moderator

  • Rania Shamas – Ex Senior VP, Al Tayer Group- Consultant
12:25 Technology innovation session 2
This session will highlight latest digital transformation technologies. The session consists of 10-minute back-to-back presentations from experts in the industry who will provide insights on the successful application of a variety of innovations and case-studies.

  • Industry insight 1
    • David Hudson, Regional Director for Experience Management Solutions, Verint
  • Industry insight 2
    • Abderahim Lakehal, Senior Technical Sales, Middle East, Automation Anywhere
    • Dinesh Chandra, Regional Vice president, Middle East, Automation Anywhere
12:55 Panel discussion 3: Exploring the evolution of hyper-competitive and ever-changing omnichannel customer environment

  • Overcoming the disconnect between the ever-changing customer preference and organization’s offering
  • Optimizing the CX excellence at every touchpoint of the omnichannel to integrate digitalization in any given situation
  • Improving inter-departmental collaboration to deliver consistent customer experience
  • Identifying and minimizing the leak points in the customer journey through a detailed process
  • Incorporating the human touch in customer interaction with your contact centers to effectively balance the digital customer experience

Panelists

  • Ahmad Samir – Director of Corporate Customer Experience, Planning & Design, WE Telecom Egypt
  • Humood Jassim- Senior Manager – IT, Silah Gulf
  • Abhishek Surana- Director – Product Management, Freshworks Inc
  • Paschalis Petalas – Head of CX, CRM & Loyalty, ADCB Bank
  • Zaigham Khan – Head of Customer Experience Insights, Riyad Bank
  • Ilaria Buonpane – Head of CX & Strategic Marketing Management​, Chalhoub Group

Moderator

  • Abdulaziz Alshamsan- Executive Director General Customer Experience & Corporate Communication at Ministry of Human Resources and Social Development KSA
13:40 Quiz segment
In this segment, the audience will be asked few questions relevant to the topic of the event and/or from a brochure shared prior to the conference. The delegate who correctly answers the question first will win a valuable prize that will be sent to them by post.
13:45 Closing remarks end of DigiConference

Conference Format

1st Edition Sponsors and Partners

Customer Experience Technology Partner

Gold Sponsor

AI & Analytics Partner

Intelligent Automation Partner

Strategic Partner

Sponsorship Opportunities

We have a diverse range of sponsorship opportunities available. A member of the sponsorship team will work with you to create a bespoke package to suit your business objectives. For more information email partnerships@gmevents.ae or call +971 4 568 7800

Primary Free of charge
Solution Provider 200 USD + 5% Tax 210 USD