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
10:45 - 11:30
PANEL DISCUSSION | EMBRACING EMERGING TECHNOLOGIES FOR CUSTOMER EXPERIENCE INNOVATION
The role of AI, chatbots, virtual assistants, and voice-enabled interfaces in enhancing customer interactions
How are technologies like augmented reality and virtual reality being leveraged to create immersive and engaging customer experiences?
Understanding the importance of striking the right balance between technology and human touch to ensure a customer-centric approach and address potential concerns around data privacy and security
11:30 - 12:00
INNOVATION SESSION
Industry Insights 1
Industry Insights 2
Industry Insights 3
12:00 – 12:30
NETWORKING & COFFEE BREAK
12:30 – 13:00
FIRE SIDE CHAT | FUTURE OF LOYALTY: THE ROLE OF GOVERNMENT IN ENHANCING PUBLIC SERVICE
DELIVERY
Embracing digital-first approaches and investing in user-friendly mobile apps, websites, and digital platforms to enhance accessibility and convenience
Integrating emerging technologies such as blockchain and decentralized identifiers (DIDs) to enhance security, transparency, and trust within loyalty ecosystems
Introducing gamified elements and interactive challenges to incentivize desired behaviors and drive engagement within loyalty programs
13:00 – 13:20
AMPLIFYING THE VOICE OF EMPLOYEES IN MIDDLE EAST: STRATEGIES FOR ENGAGEMENT AND
INNOVATION
The role of VoE in shaping workplace culture and driving engagement
The role of leadership in promoting and valuing VoE
Implementation of AI and analytics to analyze employee feedback
13:20 – 14:05
PANEL DISCUSSION | ENHANCING IN-STORE CUSTOMER EXPERIENCE TO BOOST LOYALTY
Implementing loyalty programs that offer personalized rewards and incentives to loyal customers
Offering multiple channels for customer support, including phone, email, live chat, and social media, to cater to diverse preferences
Investing in AI-powered chatbots and virtual assistants to provide instant assistance and resolve common queries
14:05 – 14:25
BUILD CUSTOM LOYALTY SOLUTIONS ON AN API-FIRST BACKEND
Updating loyalty points and rewards in real-time as customers interact with the system
Providing real-time responses and support to customer inquiries and actions
Ensuring a consistent and seamless experience across multiple channels, such as mobile apps, websites, and physical stores
14:25 – 14:55
CX & LOYALTY MENA AWARDS 2024
14:55 – 15:00
CLOSING REMARKS AND END OF DAY ONE
15:00 – 16:00
NETWORKING LUNCHEON
* The Schedule is tentative & subjective to change *
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
10:45 – 11:30
PANEL DISCUSSION | TURNING CUSTOMERS INTO BRAND AMBASSADORS: DEFINING CUSTOMER
EXPERIENCE ACROSS INDUSTRIES
Actively engaging with customers through social media, loyalty programs, and feedback mechanisms to foster a sense of community and connection
Creating memorable moments through unique offerings, special events, and interactive experiences that leave a lasting impression on customers
Encouraging positive word-of-mouth by exceeding expectations, rewarding referrals, and actively soliciting feedback and testimonials
11:30 – 11:50
MAGNIFYING CUSTOMER EXPERIENCE AND LOYALTY THROUGH IOT ECOSYSTEMS
Tailoring services and products in real-time based on user behaviour and preferences
Offering instant solutions and support through smart devices, reducing the need for customer-initiated contact
Automatically tracking customer interactions and rewards across devices and channels
11:50 – 12:20
NETWORKING AND COFFEE BREAK
12:20 – 12:50
FIRE SIDE CHAT | EARNING GUEST LOYALTY WITH HOSPITALITY TECH
Implementing user-friendly booking platforms and mobile apps that allow guests to easily make reservations, select preferences, and manage bookings in real-time
Offering personalized loyalty programs that reward guests for their repeat business, with perks such as room upgrades, complimentary amenities, and exclusive discounts based on their loyalty status and preferences
Ensuring compliance with data privacy regulations and implementing robust cybersecurity measures to protect guest data and maintain trust in the hospitality brand
12:50 – 13:10
LEVEL UP YOUR LOYALTY: THE POWER OF GAMIFICATION IN CUSTOMER ENGAGEMENT
Introduce the concept of gamified loyalty programs and their benefits
Emphasize the importance of data analytics in monitoring and optimizing gamified loyalty programs
Discuss how businesses can leverage customer insights to refine their gamification strategies and drive better outcomes
13:10 – 13:55
PANEL DISCUSSION | THE ROLE OF CUSTOMER EXPERIENCE MANAGEMENT IN FMCG SECTOR
Managing brand perception through consistent messaging, brand positioning, and delivering on brand promises to foster customer loyalty and advocacy
Utilizing data analytics and market research to gain insights into consumer preferences, purchasing patterns, and decision-making processes
Offering exceptional customer service through efficient order processing, responsive customer support, and hassle-free returns and exchanges to build trust and satisfaction
13:55 – 14:15
UNLEASHING CUSTOMER LOYALTY: THE POWER OF CUSTOMER LOYALTY TOOLS
Showcase the power of data analytics and reporting capabilities in customer loyalty software for generating actionable insights
Discuss how businesses can leverage customer data to understand purchase patterns, predict future behaviour, and optimize loyalty program performance
Explore how customer loyalty software seamlessly integrates with various touchpoints and channels, providing a cohesive omnichannel experience
14:15 – 14:25
CLOSING REMARKS AND END OF SUMMIT
14:25 – 15:25
NETWORKING LUNCHEON
* The Schedule is tentative & subjective to change *
