Agenda

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.

13:55 - 14:00

CLOSING REMARKS BY THE CHAIRPERSON

14:00 - 15:00

NETWORKING LUNCHEON