TO BE UPDATED
Day 1 | 1st November 2023 | Tuesday
Day 2 | 2nd November 2023 | Wednesday
Day 1 | 1st November 2023 | Tuesday
- 09:00 – 09:50 REGISTRATION & WELCOME COFFEE
- 09:50 – 10:00 OPENING NOTE BY THE CHAIRPERSON
- 10:00 – 10:20 METAVERSE: THE NEW AGE DIGITAL CX TRANSFORMATION
- How the Metaverse will transform customer experience?
- Is the Middle East ready to plan now for the new CX universe?
- Metaverse, Experiential, and, Web3 to Converge – Top CX changes marketers can expect in the near future
- 10:20 – 10:40 LOYALTY, RETENTION & ADVOCACY – TRANSFORMING LOYAL CUSTOMERS TO BRAND ADVOCATES
- Emotional connection and brand engagement increasing brand advocates
- Customer-first strategy to drive loyalty, retention & advocacy
- Effective customer insights for loyalty & advocacy
- 10:40 – 11:25 PANEL DISCUSSION | THE CMO’s SECRET: UNLOCKING THE RETENTION STRATEGY FOR BRANDS & CUSTOMERS
- Utilizing data-driven customer insights to personalize and tailor rewards.
- Is holistic CX management the only way into the heart of one’s customers?
- Integrating 360° CX engagement modules successfully for operational excellence
- 11:25 – 11:45 DRIVING CUSTOMER LOYALTY AND TOP-LINE REVENUE THROUGH GAMIFICATION
- How gamification has been a game-changer for CX & Loyalty?
- Motivating gamification to boost high-quality referral traffic
- Effects of Marketing & UX for a rewarding engagement & building loyalty
- 11:45 – 12:15 NETWORKING BREAK
- 12:15 – 13:00 PANEL DISCUSSION | BUILDING BLOCKS OF SUCCESSFUL CUSTOMER EXPERIENCE TRANSFORMATION – WHAT MATTERS & WHAT DOESN’T?
- How to leverage customer-centricity and drive enterprise-wide transformation?
- Investment in the right mix of people, processes, and technology to effect positive CX outcomes
- Accelerating improved cross-functional governance and agile operating model
- 13:00 – 13:20 DELIVERING THE ‘UNATTAINABLE’ CX DREAM AND TRANSFORMATION TOWARD HYPER-PERSONALIZATION
- Instilling a customer-centric culture across front-line, marketing, product, and operations to anticipate, match, and deliver CX
- How big a role does AI play in CX?
- Challenges to Hyper-Personalization and how can it be tackled
- 13:20 – 14:05 PANEL DISCUSSION | THE POWER OF CX: CHANGING THE GAME OF FINANCIAL SERVICES THROUGH CX TRANSFORMATION
- As Banks accelerate the shift to digital – How FSIs are counting on CX to differentiate and spur growth within complex regulations & compliance environments?
- How FS firms are capturing data’s full potential – What does a winning channel strategy looks like through CX improvements?
- How can Banks build trust by transforming banking engagement with seamless experiences?
- 14:05 – 14:25 CLOUD ALLIANCE: ELEVATING CUSTOMER EXPERIENCE MANAGEMENT IN THE CLOUD
- How can Cloud CX unify customer and agent experiences across phone, email, chat, text, and social channels?
- Strategies for successful cloud adoption and connection between the experiences of customers, employees, and ecosystem partners
- Modernizing the contact center by taking advantage of innovative cloud strategies and technologies
- 14:25 – 14:30 CLOSING REMARKS BY THE CHAIRPERSON AND END OF DAY ONE
- 14:30 – 15:30 NETWORKING LUNCHEON
- 15:30 – 16:00 MENA CX & Loyalty Awards 2023
Day 2 | 2nd November 2023 | Wednesday
- 09:00 – 09:50 REGISTRATION & WELCOME COFFEE
- 09:50 – 10:00 OPENING NOTE BY THE CHAIRPERSON
- 10:00 – 10:20
CUSTOMER DATA PLATFORM – HOW TO TURN CUSTOMER DATA INTO AMAZING EXPERIENCES?
- The emergence of true enterprise CDP
- Designing exceptional end-to-end customer journeys with an automated segmentation engine
- Putting Data, CRM, and Marketing Automation in use to drive friction-free experiences
- 10:20 – 11:05
PANEL DISCUSSION | INNOVATION IN LOYALTY PROGRAMS – HOW TO BOOST SALES & RETAIN CUSTOMERS FOR NEXT-GEN CUSTOMER ENGAGEMENT
- Winning strategies to reinforce loyalty program management and turn customers into loyal fans
- Marketplace Loyalty Programs – The innovation that delivers better results and benefits all parties
- How personalized loyalty programs enhance customer engagement and revenues?
- 11:05 – 11:25
THE MARTECH REVOLUTION: TRANSFORMING THE MARKETING HORIZONS FOR A BETTER EXPERIENCE
- Establishing the creation of value exchange – how can both customer & brand win?
- Data-driven personalization – What is a better, faster, and more agile way to gain customer insights and improve CX?
- Customer Data Management – Laying the foundation for success
- 11:25 – 11:55 NETWORKING BREAK
- 11:55 – 12:40
PANEL DISCUSSION | LINKING EMPLOYEE AND CUSTOMER VOICE – A CRITICAL KEY TO CX SUCCESS
- Use of AI and analytics for customer loyalty and employee retention
- Why employee voice and seamless business processes empower improved CX
- Employee’s CX ownership combined with VoE feedback to achieve desired results
- 12:40 – 13:00
HOW LOYALTY PROGRAMS BOOST REVENUE, MAXIMIZE CUSTOMER LIFETIME VALUE AND HOW TO MEASURE IT
- What are the top metrics to measure customer loyalty?
- How do mobile customer loyalty programs increase customer retention and drive revenue?
- How to monetize a loyalty program?
- 13:00 – 13:20
EXPLORING ADVANCES IN CUSTOMER ANALYTICS AND SEGMENTATION – GETTING TO KNOW YOUR CUSTOMER
- Channelizing data into actionable insights for friction-free experiences
- How Customer Analytics can help businesses attract, engage with, and retain customers?
- Analyzing customer journey to address customer needs and pain points
- 13:20 – 14:05
PANEL DISCUSSION | HOW HAS CUSTOMER EXPERIENCE BECOME LOYALTY CURRENCY IN TRAVEL & TOURISM
- How can travel companies prioritize CX to gain loyalty, build resilience, and future-proof their business in the post-covid world?
- What are the key strategies for travel entities to transform customer experience in this changing landscape?
- Customer Communication in the Hospitality and Tourism Industry: Overcoming Challenges
- 14:05 – 14:25
REDEFINING THE ‘CUSTOMER FIRST’ OMNICHANNEL STRATEGY – FOCUS ON WHAT TRULY MATTERS
- The omnichannel experience, what is it and how can it be used optimally
- Tailoring Omni-channels to deliver the consistent brand promise
- The most important omnichannel decisions to get right
- 14:25 – 14:35 CLOSING REMARKS BY THE CHAIRPERSON AND END OF DAY TWO
- 14:35 – 15:35 NETWORKING LUNCHEON