CX Global Summit Middle East 2024 

Main Conference Day 1 

Registration and Refreshments 

Welcome Address by Fortinus Events 

Opening Remarks from the Chairperson 

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 

 Big Idea Keynote: Shaping the Future of Customer Experience in the UAE

Her Highness Sheikha Jawaher Bint Khalifa Al Khalifa, Chairperson, Green Aventurine Holding

Panel Discussion: 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?

Moderator

Biju Nair, Assistant Director Customer Experience & Service Strategy, Ejadah Asset Management Group 

Panelist:

Ankesh Agarwal, Director Group Customer Experience, Majid Al Futtaim

Prakriti Singh, SVP, Head of Digital Payments & e-Commerce, EEMEA, Mastercard 

Mark Hirstle, Head of Customer Experience,  UAE, HSBC

Banking on AI to Enhance Customer Experience

• What were the driving factors toward AI adoption for Mrsool?
• Find out how application of AI tech to different aspects of operations can enhance workflow efficiency, increase adaptability, reduce cost which in turn improves the customers’ experience.
• Find out what Intercom solutions were implemented by Mrsool and what are the results they’ve seen since.”

Elevating Customer Experiences on WhatsApp with GenAI

• WhatsApp is more than a messaging app that offers real-time, personalized, and interactive experiences through features like WhatsApp Flows, rich media, and AI integration.
• Personalized product recommendations, customized offers, and human-like support – GenAI helps brands connect with customers on a deeper level.
• GenAI automates FAQs such as order updates, abandoned cart reminders, and follow-up offers, and uses historical customer data to personalize interactions and drive higher engagement and conversions.

Jay Dalvi, Business Director – Middle East, Jio Haptik 

Networking Tea Break 

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 touch-points for personalized and empathetic.

Moderator:

Siddharth Biswakarma, Head of Customer Experience, Aster Retail UAE

Panelist:

Faten ElAzhary, Head of Omni Customer Care Department, Al Tayer Insignia

Sonal Dawda, Head of Marketing & Corporate Communications, Dubai National Insurance

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

Tamer Elsabrouti, Director Customer Care, Supercell Network, Iraq

CX Unveiled: Tracing the Origins and Future of Customer Experience

• Origins of Customer Experience – Initial emphasis on customer-centric approaches in digital transformation.
• Evolution of Customer Experience – A focus on delivering real-time, personalized, and seamless interactions.
• The Future of Customer Experience – Embracing AI-driven strategies, with customer experience positioned as a strategic imperative.

Manuel Oothria Raj, Chief Growth Officer, Clootrack

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.

Facilitator:

Tamer Elsabrouti, Director Customer Care, Supercell Network, Iraq

 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.
  

Facilitator:

Sonal Dawda, Head of Marketing & Corporate Communications, Dubai National Insurance

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.

Facilitator:

Faten ElAzhary, Head of Omni Customer Care Department, Al Tayer Insignia

Navigating the Digital Dialogue: The Future of Reputation Management with AI and Social Media Listening

Kaushik Natarajan, Head of Solutions, SurveySparrow

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

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 

Closing remarks from the Chairperson & Networking Lunch Break 

End of Conference Day 1 

Main Conference Day 2

Welcome Back Remarks from the Chairperson

Jephin Mathew, Board Member – Dubai Contact Center Business Group under the patronage of Dubai Chambers

Tools, Techniques and Processes: The Magic Recipe for CX Success

• Follow a recipe that outlines the key ingredients for success and details the steps required to serve up ROI-driven results.
• Understand and meet customer expectations
• Enhance customer loyalty.

Shad Shahid Customer Lifecycle Leader, Western Union

Storytelling Defines CX

• Why does storytelling matter in CX?
• Ways to use storytelling in improving CX.

Faran Niaz, Director CX, HALA 

Luxury CX: An elevated and hyper personalized approach for brands seeking Excellence.

• Why CX falls short on Luxury unless we change our approach.
• Understanding the Role of technology in Luxury CX.
• Find out how Luxury brands are leveraging on CX to design more intentional experiences.

Natalia Jaramillo, Customer Experience Professionals Association (CXPA)

Reserved for Meydan Free Zone

Hamed Ali, Head of Meydan Free Zone

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.
  

Facilitator:  

Tamer Elsabrouti, Director of Customer Care, Supercell Network, Iraq

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 

Facilitator:  

Kaveer Maharaj, Head of 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.

Facilitator:  

Faten ElAzhary, Head of Omnicare Dept, Al Tayer Insignia

Faran Niaz, Director CX, HALA 

Networking Tea Break

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? 

Moderator:

Manuel Oothria Raj, Chief Growth Officer, Clootrack Software Labs 

Panelist:  

Zubair Siddiqi, Head of Digital and Alliances,  Zurich Insurance 

Shad Shahid, Customer Lifecycle Leader, Western Union 

Dinesh Dua, Global CX 100 Leaders 

Safieh Alawadhi, Head of Client Services, Priority & Private Banking, Emirates Islamic

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.
  

Dinesh Dua, Global CX 100 Leaders

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.

Moderator:

Natalia Jaramillo, Customer Experience Professionals Association (CXPA)

Panelist:

Umar Khan, Head of Digital Marketing, Emaar

Ahmed Darrag, Head of Marketing, Lamborghini Abu Dhabi & Dubai

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, centered 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,  Director of Customer Care, Supercell Network, Iraq

Maximizing Social Media and Elevating Customer Experience 

• How companies can use social media to engage with customers.
• What are the challenges in using Social Media.
• Tips and tricks for marketers.

Rana Al-Maeeni, Group Marketing Director, Maristo Hospitality

Closing remarks from the Chairperson and End of Conference 

Jephin Matthew, Board Member – Dubai Contact Center Business Group under the patronage of  Dubai Chambers

Networking Lunch Break & Closing Remarks from Chairperson

End Of Conference