Registration
Driving Revenue | Building Relations

THROUGH CX TRANSFORMATION & INCREASED BRAND LOYALTY

18th - 19th June 2025

DUBAI , UAE​

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Post Event Report
EVENT OVERVIEW
A strong customer experience, employee experience and customer loyalty program management are the hallmark of many of the world’s most successful brands – setting the bar for organizations across all industries to prioritize their CX, EX & CL strategies and deliver superior experiences across all channels. It’s no secret that over the past two years, customer expectations have evolved – making CX as one of the biggest differentiators between one’s brand and the competition. Two thirds of organizations globally now compete on customer experience alone with 87% of business leaders having identified CX as their top growth engine.
The 5th Annual CX & Loyalty Summit & Awards MENA 2025 shifts focus on innovative approaches that the world’s leading organizations are deploying to manage customer interactions and maximize customer value.
A stellar line-up featuring leading brands and organizations who have established CX, EX & Customer Loyalty at the top of their boardroom agenda will share insights into how digital experiences are transforming the way we work, deliver, transact, communicate, and live in an ever-changing world. With interactive keynote sessions, expert-led panels, and live case studies, we aim to pack value into every minute of the attendee experience, covering the topics that mean the most to the CX industry.
Experience the Past editions
2023 Edition
2022 Edition
WHO WILL YOU MEET

CEOs/CIOs

Chief Marketing Officers

Heads of Customer Experience & UX

Heads of Digital Transformation

Heads of Customer Loyalty & Brand Loyalty

CXOs, VPs, Directors

Heads of Customer Insights & Analytics

Heads of Customer Value & Loyalty Partnerships

Heads of Rewards and Loyalty

Why Should You Attend
Join us for the highly anticipated 5th Edition CX & Loyalty Summit 2025, where industry leaders from diverse sectors converge to explore the latest trends in CX, EX, Loyalty, Customer Service, Digital Transformation, and more. This premier event will delve into cutting-edge CX strategies, emerging technologies such as Digitalization and Automation, and best practices designed to elevate your organization’s CX, EX, & CL initiatives to new heights. Prepare to be immersed in a dynamic agenda featuring insightful presentations, engaging panel discussions, and keynote addresses delivered by renowned global experts, panellists, and moderators.
Connect with industry specialists from around the world, forge valuable partnerships, and gain invaluable insights through networking opportunities and knowledge-sharing sessions.
At the 5th Edition CX & Loyalty Summit 2025, discover innovative approaches employed by leading organizations to enhance customer interactions and maximize customer value. If you’re ready to drive innovation and join the ranks of industry trailblazers, don’t miss out! Register today to secure your spot and unlock a world of possibilities. The CXS Summit brings together the biggest names in customer experience and provides them with leading solutions in an environment conducive to forging long term business partnerships.
  • Gain valuable perspectives from renowned brands who prioritize CX, EX, and Customer Loyalty.
  • Participate in keynote sessions, expert-led panels, and live case studies designed to pack a punch.
  • Leave the summit equipped with practical strategies to elevate your customer experience and loyalty programs.
  • This summit focuses on the most critical topics shaping the CX industry, ensuring you receive the maximum value from your attendance.
  • Expand your network and enhance peer-to-peer learning with a larger audience and a broader reach of attendees.
  • Consult industry experts and get your toughest questions answered in-person.
  • Connect and build relationships with peers who have similar interests and career objectives using AI matchmaking tools and filters.
  • Enjoy on-demand speaking sessions and content that can be viewed anytime, anywhere.
EVENT SCHEDULE

09:00 - 10:00

REGISTRATION & WELCOME COFFEE

10:00 - 10:05

OPENING NOTE BY THE CHAIRPERSON

10:05 - 10:25

ROLE OF THE LEADERSHIP IN DEFINING THE CUSTOMER EXPERIENCE

  • UAE's national strategy for artificial intelligence and its impact on customer experience
  • Customer Happiness Centers and their role in improving public services
  • Implementing customer advocacy programs to build long-term loyalty and trust

10:25 - 10:45

THE ROLE OF GENERATIVE AI IN PERSONALIZING CUSTOMER INTERACTIONS

  • Tailoring responses based on individual customer profiles and histories
  • Real-time adaptation to customer needs and preferences
  • Multichannel support: integrating GenAI across chat, email, voice, and social media

09:00 - 10:00

REGISTRATION & WELCOME COFFEE

10:00 - 10:05

OPENING NOTE BY THE CHAIRPERSON

10:05 - 10:25

THE IMPORTANCE OF CUSTOMER EXPERIENCE IN PUBLIC SECTOR

  • Improved customer experience can enhance transparency in public services, leading to greater public trust
  • Good customer service practices contribute to a broader trust in government and its ability to serve the public effectively
  • Better customer experience can lead to more efficient service delivery and reducing waiting times

10:25 - 10:45

TRANSFORMING CUSTOMER EXPERIENCE: THE INTEGRATION OF AI AND LARGE LANGUAGE MODELS

  • Address ethical concerns surrounding the use of AI and LLMs in customer experience, including data privacy, bias, and transparency
  • Discuss strategies for ensuring fairness, accountability, and transparency in AI-powered systems, such as algorithm explainability and ethical AI frameworks
  • Emphasize the importance of building trust and maintaining open communication with customers regarding the use of AI technologies in delivering personalized experiences
View Full Schedule
Industries

Industries Covered

Telecom

Travel & Tourism

Aviation

Retail

Food & Beverage

Healthcare

Educational Institutions

FMCG

E-commerce

Government

Hospitality

Travel & Transport

Entertainment

BFSI

Our Series Speakers

Linkedin

HIMANSHU MALHOTRA

Advisor – Chairman’s Office
Department Of Municipalities and Transport
Linkedin

JS ANAND

Founder & CEO
Leva Hotels
Linkedin

SAKEB RASHID

Loyalty & Retention Head
Starbucks – Alshaya
Linkedin

SAIF ABDULLA AL HASSANI

Service Development and User Experience Section Head
Emirates Health Services
Linkedin

AHMED KHBEER

Managing Partner & Group CEO
Tafaseel Bpo
Linkedin

ALBERT FERNANDO

Chief Executive Officer
Travelwings Middle East Fz Llc
Linkedin

HAZEM EL ZAYAT

Chief Experience Officer – MENA
Memac Ogilvy
Linkedin

ABED BIBI

Chief Marketing Officer
Nakheel
View all Speakers

TOPIC HIGHLIGHTS

Key insights on driving internal CX transformation successfully by prioritizing corporate culture.
Harnessing the power of brand communities to foster loyalty, retention, and advocacy among customers.
Unlocking the potential of artificial intelligence (AI) to deliver personalized and predictive customer experiences, from chatbots to predictive analytics, revolutionizing CX across industries.
Strategies for delivering personalized experiences that exceed customer expectations and drive transformation.
Unveiling the secrets behind how top brands retain customers and cultivate loyalty in a competitive landscape.
Techniques to enhance both customer experience and operational efficiency to foster loyalty and satisfaction.
Leveraging data, CRM, and marketing automation to create seamless customer experiences across channels.
Implementing strategies to deliver consistent and exceptional customer experiences across various channels.
Discover how healthcare organizations leverage CX strategies to improve patient outcomes and loyalty in a dynamic industry.
Driving customer loyalty and revenue growth through gamification strategies that engage and incentivize customers.
Strategies for ensuring that multi-channel experiences align with and reinforce your brand's promise.
Understanding the critical connection between the voice of the employee and the voice of the customer for CX success.
Understanding the critical connection between the voice of the employee and the voice of the customer for CX success.
Exploring the latest advancements in customer analytics and segmentation to gain deeper insights into customer behaviour.
Establishing effective complaint handling processes as a cornerstone of customer retention strategies.
Understanding how loyalty programs contribute to revenue growth and strategies for measuring their effectiveness.
SPONSORS

Series Sponsors

PARTNER

Series Media Partners

View All Sponsors & Partners

Conference Ticket Pricing

Individual Pass

$ 795 ( * Exclusive of VAT )
  • Complete access to the two-day conference sessions
  • 5 Star Luncheon on both days
  • Coffee Breaks with breakfast networking sessions
  • Access to the CX & Loyalty MENA Awards 2025
Register Now

Group Pass

Get a
Quote
  • Complete access to the two-day conference sessions
  • 5 Star Luncheon on both days
  • Coffee Breaks with breakfast networking sessions
  • Access to the CX & Loyalty MENA Awards 2025
Register Now
WHY SPONSOR
5th Annual CX & Loyalty Summit & Awards 2025, presents the perfect opportunity for solution providers to engage with key decision makers such as CXOs, Heads of Marketing, Heads of Customer Experience, Heads of Loyalty Programs etc from diverse industries such as BFSI, Retail & E-Commerce, Telco, Hospitality, Travel & Tourism, Aviation, CPG etc to differentiate their product and put forward their value proposition in this crowded marketplace. Some of the key reasons why you should sponsor:

NETWORK & GENERATE LEADS

DEMONSTRATE THOUGHT LEADERSHIP

BRAND POSITIONING

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USEFUL LINKS
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  • 1702 & 1706 , Mazaya Business Avenue BB2, Al Thanya Fifth, Jumeirah Lake Towers, Dubai, UAE
  • +971 4 243 4677/88
  • info@verve-management.com
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