Why Customer Experience in Low-Touch Economy DigiConference

Covid-19 pandemic has accelerated digital transformation across sectors especially in customer experience. In fact, in KPMG’s 2020 CEO outlook survey Covid-19 special edition, 70% of CEOs mentioned that the pandemic has accelerated their digital progress resulting in a more seamless customer experience.

With experience expected to overtake both price and product as the key brand differentiator (Walker study) and 67% of users having higher expectations than ever before (Forrester report), organisations are resorting to advanced technologies such as VoC, AI and omnichannel, to improve their customer experience both digitally and at contact centres and gain a competitive advantage.

In light of this, Customer Experience in Low-Touch Economy DigiConference – 07th April 2021 is hosted to bring together local, regional and international customer experience experts to analyze the ever-changing user experience, trends and challenges faced by different sectors and explore cutting edge CX technologies that can help in achieving customer experience excellence.

200+

Attendees

50+

Decision makers from energy and utilities sector

15+

Speakers

10+

Countries represented

5+

Media partners

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

Ahmad Samir

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

Amit Tyagi

Head of Customer Experience, Middle East Broadcasting Center – MBC

Ehsan Bin-Abdullah

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

Kawshik Bhattacharjee

Group head of Patient Experience, Medcare Hospitals

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

Senior VP, Al Tayer Group

Shabir Ali Ghulam Murtaza

Operational Excellence, Transformation Director – Ooredoo Oman

Zaigham Khan

Head of Customer Experience Insights, Riyad Bank

Who will attend 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
  • Ehsan Bin-Abdullah – Head of Customer Experience, confidential

Moderator

  • Kawshik Bhattacharjee – Group Head of Patient Experience, Medcare Hospital
11:00 Keynote Presentation 1
11:15 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
  • Industry insights 2
11:40 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

  • Kawshik 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
12:20 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
  • Industry insight 2
12:40 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
  • Paschalis Petalas – Head of CX, CRM & Loyalty, ADCB Bank
  • Rania Shamas – Senior VP, Al Tayer Group
  • Zaigham Khan – Head of Customer Experience Insights, Riyad Bank

Moderator

  • Abdulaziz Alshamsan- Executive Director General Customer Experience & Corporate Communication at Ministry of Human Resources and Social Development KSA
13:15 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.
13:30 Closing remarks end of DigiConference

Conference Format

Sponsors and Partners

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 (0) 4 568 7800

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