01 NOVEMBER 2023, WEDNESDAY
09:00 - 10:00
REGISTRATION & WELCOME COFFEE
10:00 - 10:05
OPENING NOTE BY THE CHAIRPERSON
10:05 - 10:25
FROM PUBLIC TO PERSONAL: REIMAGINING ENGAGEMENT FOR A CITIZEN-CENTRIC GOVERNANCE
- Diverse models of citizen engagement.
- Role of technology and data analytics in decision making and service delivery.
- Need for collaboration between government entities and private sector to drive customer experience in public sector.
10:25 - 10:45
REVOLUTIONIZING TELECOM RETAIL: THE ROLE OF NEW TECHNOLOGIES IN UPLIFTING CE, SALES AND ACHIEVE OPERATIONS EXCELLENCE
- Anticipating the future and adopting new technologies is KEY to stay ahead of the game.
- What is the role of a stores in the new digital era.
- Showcasing Etisalat Retail digital transformation.
10:45 - 11:25
PANEL DISCUSSION | REVOLUTIONIZING BANKING: ENHANCING EXPERIENCES AND FOSTERING LASTING LOYALTY
- Uncover deep customer insights to exceed expectations and build unwavering loyalty.
- Integrate channels flawlessly for a unified journey that captivates customers and fosters loyalty.
- Anticipate needs, personalize interactions, and become trusted advisors to cultivate lasting loyalty.
11:25 - 11:45
ENGAGE, REWARD, REPEAT: GAMIFICATION STRATEGIES FOR NEXT-LEVEL CX AND LOYALTY
- The significance of integrating gamification elements for an engaging customer experience.
- Applying Gamification Across Touchpoints such as websites, apps, social, and offline.
- Leveraging customer data and analytics to personalize gamified experiences.
11:45 - 12:15
NETWORKING & COFFEE BREAK
12:15 - 12:45
FIRESIDE CHAT | THE CMO'S BLUEPRINT FOR CX AND LOYALTY PROGRAMS: STRATEGIES FOR SUCCESS
- How do leaders effectively communicate the brand’s value proposition aligning with the CX and
Loyalty Programs - The importance of data to drive an effective decision-making process
- The importance of automation tools to measure the impact of initiatives
12:45 - 13:05
CONNECT, CONVERSE AND CONVERT: PICKING THE RIGHT CHANNEL TO ELEVATE CUSTOMER EXPERIENCE AND IMPROVE LOYALTY
- Changes in customer behaviour, a trip down meomory lane.
- Improve customer care with AI and automations through WhatsApp.
- Global and regional success stories.
13:05 - 13:45
PANEL DISCUSSION| CLICKS TO LOYALTY: NURTURING CUSTOMER RELATIONSHIPS IN RETAIL & ECOMMERCE
- What are the key strategies for building customer trust in the dynamic digital retail era?
- How will shifting business from transactions to relationships, effectively nurture customer
loyalty? - Integrating AI to customize loyalty programs
13:45 - 13:55
SPEECH BY DREAMFOLKS: TRANSFORMING CONSUMER EXPERIENCE
13:55 - 14:25
CX & LOYALTY MENA AWARDS 2023
14:25 - 14:30
CLOSING REMARKS BY THE CHAIRPERSON AND END OF DAY ONE
14:30 - 15:30
NETWORKING LUNCHEON
02 NOVEMBER 2023, THURSDAY
09:00 - 10:00
REGISTRATION & WELCOME COFFEE
10:00 - 10:05
OPENING NOTE BY THE CHAIRPERSON
10:05 - 10:25
ENHANCING PATIENT EXPERIENCE THROUGH PERSONALIZED CARE: LEVERAGING TECHNOLOGY AND HUMAN TOUCH
- Achieving a Balance: Merging Empathy with Technology in Patient Care
- Embracing the Shift: Learning Curve in Integrating Technology into Healthcare Services
- Navigating Generational Expectations: Customizing Healthcare Experiences for Different Age Groups.
- Strategic Alignment: Governance for Patient-Centered Technological Integration
10:25 - 10:45
POTENTIAL OF MARTECH: UNVEILING KEY STRATEGIES AND EXCLUSIVE INSIGHTS FOR BUSINESS SUCCESS
- Creation Of Hyper-Targeted Campaigns And Proactive Issue Resolution Contributing To An Enriched Customer Journey.
- Automating Repetitive Tasks, Liberating Human Resources To Focus On Strategic Initiatives
- Evaluating Martech Initiatives To Ensure Businesses To Remain Relevant And Customer Centric
10:45 - 11:25
PANEL DISCUSSION | 2023 AND BEYOND: STRATEGIES FOR ACHIEVING EXCELLENCE IN DRIVING CX
- Discussing Trends, Cutting-Edge Technology, And The Emergence Of AI
- How Will Involving Customers In The Process Can Foster A Sense Of Ownership Of Loyalty
Programs? - How Can We Integrate Initiatives, Sustainability Practices, And Community Engagement Into
Their Loyalty Strategies?
11:25 - 11:45
BUILDING A SUSTAINABLE FUTURE: THE ROLE OF EMIRATIZATION IN CX AND BPO
- Emiratization and the government subsidy program reshape job prospects in UAE’s CX and BPO sectors.
- Sustainability integration in CX & BPO boosts efficiency, cost-effectiveness, and customer satisfaction.
- Emirati employees excel in CX, elevating engagement by 20% and enhancing BPO efficiency by 15%.
11:45 - 12:15
NETWORKING BREAK
12:15 - 12:55
PANEL DISCUSSION | INNOVATING LOYALTY: THE FUTURE OF TRAVEL THROUGH AIRLINE AND HOSPITALITY SYNERGIES
- Offering passengers immersive entertainment, virtual concierge services, and unique
opportunities for engagement - Will utilizing customer data and AI-powered algorithms assist in curating personalized
recommendations? - Unleash technologies for engaging travel planning with virtual tours and personalized
itineraries
12:55 - 13:15
CRAFTING EXCEPTIONAL CUSTOMER EXPERIENCES IN A DIGITAL FIRST AGE
13:15 - 13:55
PANEL DISCUSSION | FUTURE OF LOYALTY: INCENTIVIZED ENGAGEMENT OR JUST THE REWARD POINTS
- Explore innovative approaches such as personalized experiences to foster deeper customer engagement
- The power of personalised incentives and rewards
- Highlight emerging trends such as mobile apps, chatbots, and voice assistants that ease customer pain points.