CX Global Summit Middle East 2024 

17 - 18 September 2024 , Dubai, UAE

By now, we’re all aware that customer experience is no longer just a fancy term—it’s the key to unlocking success in today’s competitive world. In the Middle East, customer experience is driving demand and creating phenomenal growth as customers are wanting more personalized experiences, and businesses are taking notice.

If you are ready to take your Customer Experience strategy to the next level, then this summit in Dubai is your one-stop event for all things customer experience!

Here’s What You Can Expect at the CX Global Summit Middle East on 17-18 September 2024!

Walk through the halls with industry leaders, budget holders, influencers, passionate CX enthusiasts, and forward-thinking visionaries and be part of one of the greatest CX communities within the region. Be part of the change and discover:

  • Insights and Strategies from Industry Leaders: Craft pioneering strategies for the future of customer experience.
  • Real-World Case Studies: Showcase successful customer experience implementations in the Middle East right in the heart of Dubai.
  • Networking Opportunities: Expand your network with fellow professionals who share your passion for exceeding customer expectations.
  • Utilization of Data & AI: Learn how businesses are using data to generate meaningful, tailored customer experiences on a larger scale and leveraging on AI.
  • Improve Customer Journey: Reshape traditional customer engagement strategies and its impact on brand-customer relationship – an exciting frontier that promises to redefine how we interact with brands.

Who Should Attend?

Industry Sectors

The CX Global Summit Middle East 2024 will be the perfect platform to not only actively shape the future of customer experience in the Middle East but also to provide quality customer service to catapult your business to the next level.

Join us and let’s make history together!

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Speakers

Agenda

17 September 2024

Main Conference Day 1 

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 

  • Learn how organizations can create data-driven, personalized, and meaningful customer experiences at scale 
  • Explore the need to adapt in real-time to need-driven experiences to drive customer connection and advocacy 
  • Will the metaverse transform CX? 
10:00

Developing and Strengthening your Digital Customer Experience Roadmap 

  • What are the key components of an effective digital customer experience roadmap? 
  • How can businesses adapt their digital customer experience roadmap to evolving technologies? 
  • Explore the challenges businesses might face when developing and implementing a digital customer experience roadmap, and how these challenges can be overcome?

Ankesh Agarwal, Director Group Customer Experience, Majid Al Futtaim

10:30

Unraveling the Impact of Hyper-Personalization’s Customer Experience

  • Find out how hyper-personalization reshaping traditional customer engagement strategies and its impact on brand-customer relationship 
  • What role does artificial intelligence play in shaping hyper-personalized customer experiences? 
  • Measuring hyper-personalization impact on customer satisfaction and loyalty?

Akash Koul, Director – Growth, Projects & Advance Analytics, Etisalat UAE 

11:00

Networking Tea Break 

11:30

Leveraging Automation and AI to Improve Customer Experience in the Government Sector

  • Explore the impact of AI on customer interaction through providing actionable customer insights and predictive personalization  
  • Learn how AI combined with human agents is creating revolutionary customer service 
  • Find out what’s next big impact AI is expected to make in CX 

Thuraya Al-Harthi, Director Government Digital Services Unified Portal, Ministry of Transport, Communications & Information Technology, Oman

12:00

Panel Discussion: Omni-Channel Synergy: Elevating Customer Experience Across Every Touchpoint

  • Discover how to integrate digital and physical channels for seamless customer interactions 
  • Leveraging data analytics to optimize omni-channel customer journeys and experiences 
  • Find out how to balance automation and human touchpoints for personalized and empathetic service 

Moderator: Siddharth Biswakarma, Head of Customer Experience, Aster Retail UAE

Panelist:

Thuraya Al-Harthi, Director Government Digital Services Unified Portal, Ministry of Transport, Communications & Information Technology, Oman

Abhishek Jajodia, Acting Head of Digital Experiences, Channel Onboarding & Services, First Abu Dhabi Bank 

12.40

Interactive Roundtable Discussion: With a total of 3 interactive roundtables topics on pressing issues, delegates will rotate at each session and will be able to participate and deep-dive into problems and solutions on every roundtable spread throughout the two days. You will walk away with thought leaderships from the subject matter experts at each table. 

 

Table 1: Innovation to Transform your End-to-End CX 

  • What are the building blocks of a successfully end-to-end CX 
  • Balancing customer empathy with technology 
  • Identifying gaps and designing innovative solutions to fill them 

 

 Table 2: Design Thinking your Customers’ Journey 

  • Developing digital transformation initiative with a design thinking-led approach 
  • Breaking down silos for holistic customer-centricity 
  • Discover how design thinking can help bridge the empathy gap with customers 

Kaveer Maharaj, Senior Manager Loyalty, Landmark Group

 

Table 3: Future of Omnichannel Customer Experience 

  • Are you struggling to prioritize your omnichannel deployments or to align your technology investments with your long-term strategies?
  • Explore the nuances of harnessing omnichannel best practices to craft a CX strategy that forges deeper connections with your customers and prospects.
13:20

Case Study: Digital Wallet – Drive Revenue & Boost Customer Engagement 

  • Find out how have digital wallets grown in the region. 
  • Learn what defines a successful digital wallet system 

Nitin Bhandari, SVP & Head of Payit Digital Wallet, First Abu Dhabi Bank

13:50

Overcoming Fragmentation: The Importance of a Unified CX Effort

  • Adopting a customer-centric approach by uniting behind the customer to remove obstructions and ensure cohesive inter-departmental interactions 
  • Align company goals with those of individual departments, ensuring every decision has a positive impact on CX 
  • Improve customer journey mapping to understand how each department has a profound impact on Customer Experience 

Faran Niaz, Director Customer Experience, HALA 

 

14:20

Leveraging Insight-Driven Customer Data

  • Discover how you can deliver substantial value to your customers through data-driven business process 
  • Optimizing real-time data and proactive engagement of high-value customers to enhance customer experience 
  • What tools can help you manage your structured and unstructured data? 

Nilanjana Chatterjee, Data Analytics & Insights Director, Alamar Foods

14:50

Panel Discussion: Personalizing CX and Ensuring the Data Protection 

  • Find out how can data-driven personalization enhance trust without compromising privacy? 
  • Explore ways to properly manage data through transparency and obtain proper consent 
  • While investing in personalization, what is your corresponding investment in privacy? 

Panelist:

Rizwan Tufail, Group Chief Data Officer, Pure Health

Nilanjana Chatterjee, Data Analytics & Insights Director, Alamar Foods

15.30

Building a Resilient Contact Center: Combatting Agent Churn & Retaining Talent

  • Engage your customer service agents by connecting them with the big-picture CX mission of the company.
  • Empower your agents by equipping them with tools and contextual data that they need to provide rewarding and delightful experiences

Sagarika Nayak, Director – Customer Success & VOC, GMG

16:00

Networking Lunch Break 

17:00

Closing remarks from the Chairperson

18 September 2024

Main Conference Day 2

09:20

Welcome Back Remarks from the Chairperson

 

09.30

Banking on Digital to Enhance Customer Experience 

  • What are the driving factors toward digital transformation in your industry? 
  • Find out how application of digital tech to different aspects of operations can enhance workflow efficiency, increase adaptability, reduce cost which in turn improves the customers’ experience 
  • Find out what are the new strategies to improve digital customer experience 
10:00
The Power of Partnership in Enhancing Digital CX
  • Understand how collaboration brings in creativity and spearhead agility providing a number of bottom-line benefits to organisations .
  • How partnerships can improve digital/omnichannel customer experience and attract more customers, drive revenue etc

Karen Madi, Director of Partnerships, Chalhoub Group

10.30

Interactive Roundtable Discussion: With a total of 3 interactive roundtables topics on pressing issues, delegates will rotate at each session and will be able to participate and deep-dive into problems and solutions on every roundtable spread throughout the two days. You will walk away with thought leaderships from the subject matter experts at each table. 

Table 1: Innovation to Transform your End-to-End CX 

  • What are the building blocks of a successfully end-to-end CX 
  • Balancing customer empathy with technology 
  • Identifying gaps and designing innovative solutions to fill them 

 

Table 2: Design Thinking your Customers’ Journey 

  • Developing digital transformation initiative with a design thinking-led approach 
  • Breaking down silos for holistic customer-centricity 
  • Discover how design thinking can help bridge the empathy gap with customers 

Kaveer Maharaj, Senior Manager Loyalty, Landmark Group 

Table 3: Future of Omnichannel Customer Experience 

  • Are you struggling to prioritize your omnichannel deployments or to align your technology investments with your long-term strategies?
  • Explore the nuances of harnessing omnichannel best practices to craft a CX strategy that forges deeper connections with your customers and prospects.
11:10

Networking Tea Break

11:40

Amplifying Voices: Navigating the Future Through Advanced Voice of Customer Strategies

  • Learn how to harness AI-driven sentiment analysis for deep customer insights
  • Integrating real-time feedback loops into product development and innovation
  • Find out how companies are leveraging social media and online reviews for comprehensive customer sentiment analysis

Nuran Mekky, Group Head of CVM Operations and Customer Experience, Gargash Group 

12:10

Panel Discussion: Developing a Customer Centric Marketing Strategy

  •  Going beyond the phrase, Putting Customer First, to implementing a marketing strategy that builds trust, fosters loyalty, and keeps customers coming back for more
  • Do marketers have a detailed visualization of your customers’ interactions with your brand across all touchpoints
  • Learn how incorporating user-generated content into marketing for authentic customer connections can drive revenue growth

Panelist:

Doruk Alptekin, Head of RGM and Premiumization, Gulf Coca – Cola Beverages 

Jacqueline Elboghdadi, Acting CMO, Alshaya Group

Umar Khan, Head of Digital Marketing, Emaar

12:50

Turning Loyalty to Advocacy to Create Sustainable Growth & Customer Retention

  • Are your customer advocacy programs effective and aligned with your business goals? 
  • Moving beyond transactional, centred on reward-based programs and incentives, to a dynamic, active customer engagement and commitment to the brand 
  • Find out how customer advocacy help reduce churn rates and increase the stability of the customer base 

Tamer Elsabrouti, Regional Director Contact Centers, OSN

13:20

Customer Experience in Healthcare: Improving Patient Satisfaction

  • Find out how personalization can be achieved in healthcare
  • What are the current CX efforts in healthcare?
  • Understand how accumulating and utilizing data can provide a singular view of patient

Kowshik Bhattacharjee, Head of Service Excellence, Medcare Hospitals & Medical Centers

13:50

Road to Enhancing Customer Acquisition Strategies

  • Best practices to attract & retain new customers
  • How to create a customer acquisition strategy
14:20

Giving the Customer the Power: The Value of Self-Service in the Digital Age 

  • Discover how a viable and well-refined self-service channel meets the customers’ need of fast response time 
  • Ensuring self-service channels are designed with the customer in mind to provide frictionless experiences to overcome the biggest barrier to self-service channels, “Ease of Use”

Ali Alkhazali, Customer Experience Senior Manager – Digital Cluster, AD Ports Group

14:50

Closing remarks from the Chairperson and End of Conference 

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