Dubai gets set for CX Global Summit Middle East 2024

From September 17-18 in Dubai

Fortinus Events, the Singapore-headquartered events specialist, will host the CX Global Summit Middle East 2024 trade event in Dubai from September 17 to 18, 2024.

CX Global Summit Middle East 2024 promises to be the perfect platform to shape the future of customer experience in the Middle East region. It will equip businesses with the tools and knowledge to elevate customer service and drive success.

This highly anticipated customer experience (CX) event will bring together industry leaders, budget holders, influencers, and CX enthusiasts under one roof, fostering a dynamic community dedicated to transforming the Middle East region’s CX landscape.

The two-day event will feature top experts shaping the future of customer experience, who will provide attendees with valuable insights and innovative strategies.

They will also learn from renowned CX industry speakers about successful implementations of customer experience initiatives in the Middle East region, providing practical knowledge that can be applied in their professional roles.

The upcoming event in Dubai will also provide attendees with numerous and varied networking opportunities with other CX professionals keen on exceeding customer expectations.

A key highlight of the event will be the use of data and AI. Attendees will discover how businesses harness these technologies to create meaningful, tailored customer experiences at scale, showcasing the event’s focus on cutting-edge technology and its relevance to the industry.

Participants at the Dubai event will also get the unique opportunity to explore new approaches to customer engagement that redefine brand-customer relationships and elevate interaction standards.

Middle East News 247 is a Media Partner of CX Global Summit Middle East 2024.

CX Global Summit Middle East 2024 agenda:

September 17, 2024

08:15
Registration and Refreshments

09:00
Welcome Address by Fortinus Events

09:15
Opening Remarks from the Chairperson

09:30
Preparing for the Future of Experience

• Discover how to create data-driven, personalised customer experiences at scale.
• Learn the importance of adapting in real-time to foster customer connection and advocacy.
• Explore the potential impact of the metaverse on customer experience.

10:00
Developing Your Digital Customer Experience Roadmap

• Identify key components of a practical digital customer experience roadmap.
• Understand how to adapt to evolving technologies.
• Discuss challenges in developing and implementing a digital roadmap.
  Speaker: Ankesh Agarwal, Director of Group Customer Experience, Majid Al Futtaim.

10:30
Unravelling Hyper-Personalisation’s Impact on CX

• Examine how hyper-personalization reshapes customer engagement.
• Explore the role of AI in creating hyper-personalized experiences.
• Assess the impact of hyper-personalization on customer satisfaction and loyalty.
  Speaker: Akash Koul, Director of Growth, Projects & Advanced Analytics, Etisalat UAE.

11:00
Networking Tea Break

11:30
Leveraging AI to Improve Customer Experience in Government

• Investigate AI’s impact on customer interactions and actionable insights.
• Learn how AI and human agents can revolutionise customer service.
• Anticipate future AI impacts on customer experience.
  Speaker: Thuraya Al-Harthi, Director of Government Digital Services, Oman.

12:00
Panel Discussion: Omni-Channel Synergy

• Discover integration strategies for digital and physical channels.
• Utilize data analytics to optimise omni-channel journeys.
• Balance automation with human touchpoints for personalised service.
  Moderator: Siddharth Biswakarma, Head of Customer Experience, Aster Retail UAE.
  Panelists:
• Thuraya Al-Harthi, Director, Oman
• Abhishek Jajodia, Acting Head of Digital Experiences, First Abu Dhabi Bank.

12:40
Interactive Roundtable Discussions
Delegates will rotate among three topics, diving deep into pressing issues:

Table 1: Innovation for End-to-End CX

• Key building blocks of successful end-to-end CX.
• Balancing empathy with technology.

Table 2: Designing the Customer Journey

• Implementing design thinking in digital transformation.
• Breaking down silos for holistic customer-centricity.
  Speaker: Kaveer Maharaj, Senior Manager Loyalty, Landmark Group.

Table 3: Future of Omnichannel CX

• Strategies for prioritising omnichannel deployments.

13:20
Case Study: Digital Wallets

• Explore the growth of digital wallets in the region.
• Understand what defines a successful digital wallet system.
  Speaker: Nitin Bhandari, SVP & Head of Payit Digital Wallet, First Abu Dhabi Bank.

13:50
Overcoming Fragmentation in CX

• Unite departments for cohesive customer interactions.
• Align company goals with departmental objectives to enhance CX.
  Speaker: Faran Niaz, Director of Customer Experience, HALA.

14:20
Leveraging Insight-Driven Customer Data

• Deliver value through data-driven business processes.
• Optimize real-time data for proactive customer engagement.
  Speaker: Nilanjana Chatterjee, Data Analytics & Insights Director, Alamar Foods.

14:50
Panel Discussion: Personalising CX and Data Protection

• Enhance trust through data-driven personalisation while ensuring privacy.
• Discuss balancing investments in personalisation and privacy.
  Panelists:
• Rizwan Tufail, Group Chief Data Officer, Pure Health
• Nilanjana Chatterjee, Data Analytics & Insights Director, Alamar Foods.

15:30
Building a Resilient Contact Centre

• Connect agents with the company’s CX mission.
• Empower agents with the tools they need for exceptional service.
  Speaker: Sagarika Nayak, Director of Customer Success & VOC, GMG.

16:00
Networking Lunch Break

17:00
Closing Remarks from the Chairperson

September 18, 2024

09:20
Welcome Back Remarks from the Chairperson

09:30
Banking on Digital for Enhanced CX

• Identify key factors driving digital transformation.
• Learn how digital technology enhances operational efficiency and customer experience.

10:00
The Power of Partnership in Digital CX

• Understand how collaboration fosters creativity and agility.
• Explore partnership benefits for improving customer experience.
  Speaker: Karen Madi, Director of Partnerships, Chalhoub Group.

10:30
Interactive Roundtable Discussions
Delegates will rotate among three topics:

Table 1: Innovation for End-to-End CX

• Key building blocks for successful CX.

Table 2: Designing the Customer Journey

• Implementing design thinking in customer engagement.
  Speaker: Kaveer Maharaj, Senior Manager Loyalty, Landmark Group.

Table 3: Future of Omnichannel CX

• Prioritizing omnichannel deployments and technology alignment.

11:10
Networking Tea Break

11:40
Navigating the Future with Voice of Customer Strategies

• Utilize AI-driven sentiment analysis for customer insights.
• Integrate real-time feedback into product development.
  Speaker: Nuran Mekky, Group Head of CVM Operations, Gargash Group.

12:10
Panel Discussion: Customer-Centric Marketing Strategies

• Implement marketing strategies that build trust and loyalty.
• Explore user-generated content’s role in authentic connections.
  Panelists:
• Doruk Alptekin, Head of RGM, Gulf Coca-Cola Beverages
• Jacqueline Elboghdadi, Acting CMO, Alshaya Group
• Umar Khan, Head of Digital Marketing, Emaar.

12:50
Turning Loyalty into Advocacy for Sustainable Growth

• Assess the effectiveness of customer advocacy programs.
• Shift focus from transactional rewards to active engagement.
  Speaker: Tamer Elsabrouti, Regional Director of Contact Centers, OSN.

13:20
Customer Experience in Healthcare

• Achieve personalisation in healthcare services.
• Understand current CX efforts in the industry.
  Speaker: Kowshik Bhattacharjee, Head of Service Excellence, Medcare Hospitals.

13:50
Enhancing Customer Acquisition Strategies

• Best practices for attracting and retaining customers.

14:20
Empowering Customers through Self-Service

• Create effective self-service channels for quick responses.
• Ensure ease of use to enhance customer satisfaction.
  Speaker: Ali Alkhazali, Senior Manager of Customer Experience, AD Ports Group.

14:50
Closing Remarks from the Chairperson and End of Conference

Featured image: CX Global Summit Middle East 2024 will equip attendees with the tools and knowledge to elevate customer service. Credit: Arnold Pinto

Last Updated on 6 months by News Desk 2