CX Global Summit Middle East 2024 

Main Conference Day 1 

Registration and Refreshments 

Welcome Address by Fortinus Events 

Opening Remarks from the Chairperson 

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? 

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

Networking Tea Break 

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 

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

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 

Panelist:

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

Individualization in a Cookieless World Through First-Party Data Innovation 

• Exploring strategies to create precise customer profiles in a cookieless era 
• How are businesses leveraging emerging technologies to stay ahead in the cookieless world of individualized customer engagement? 
• How does first-party data innovation redefine customer segmentation and targeting strategies? 

Networking Lunch Break 

Interactive Roundtable Discussion: With a total of 4 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 

Table 3: Future of Omnichannel Customer Experience 

Table 4: From Hyper-Personalization to Over-Personalization 

• What is driving the future of personalization? 
• Engaging your customers with highly contextualized communications and its impact on loyalty 
• When does hyper-personalization crosses the line? 

Panel Discussion: Transformational Leadership: How CEOs View CX as a Strategic Business Driver 

• Moving towards a CX-driven organization 
• The CEO’s perspective of CX and what do they expect from you 
• Role of CX Executives on delivering on corporate growth and brand loyalty 

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

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 

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? 

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 

Closing remarks from the Chairperson

Main Conference Day 2

Welcome Back Remarks from the Chairperson

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 

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

Maximizing Social Media Impact on CX and Business Operations

• Implementing social listening strategies for proactive issue resolution and customer engagement 
• Find out how leading companies are optimizing customer support and service through social media channels 
• Explore the role of social commerce in reshaping customer journeys and sales strategies

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 

Networking Tea Break

Interactive Roundtable Discussion: With a total of 4 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 

Table 3: Future of Omnichannel Customer Experience 

Table 4: From Hyper-Personalization to Over-Personalization 

• What is driving the future of personalization? 
• Engaging your customers with highly contextualized communications and its impact on loyalty 
• When does hyper-personalization crosses the line? 

Boost CX Efficiency and Performance by Empowering Your Front-Line Heroes 

• Leveraging technology to streamline front-line operations and enhance customer interactions 
• How can front-line staff harness data analytics to personalize customer interactions and optimize service efficiency 
• Find out some of the best practices and case studies on organizations empowering front-line staff for CX success 

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

Networking Lunch Break

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

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

Unifying Customer Service & Operational Excellence to Drive Revenue Generation & Loyalty

• Uncover how you can begin to optimize productivity through precision and efficiency of operations 
• Discover how success is dependent on having a thorough understanding of how an operation would impact the customer 
• Learn how unifying excellent customer service and operational efficiency will improve revenue, customer acquisition and retention 

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 

Impact of CX on Sustainability 

• Find out how prioritizing environmental sustainability can drive customer experience 
• How can brands bring sustainability into the customer experience conversation?  
• Targeting environmental conscious customers with authentic sustainability initiatives 

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”

Closing remarks from the Chairperson and End of Conference