CHSA | Agenda
Time
Topic
8:30 to 9:00

Registrations

9:00 to 9:10

Welcome Address

Jatin Deepchandani (CEO & Founder, Plan3Media)
9:10 to 9:35

Customer Centricity: Mindset, Direction and Strategy. Getting started! 

Craig Lee (Customer Experience, Transformist, Speaker, Advisor, and Coach, Activate Experience)
9:35 to 10:05

Alert: Data has overtaken oil to become the most valuable asset in the world. Are we leveraging this to deliver customer happiness?

Jeevan J D’Mello (CEO Zenesis Corp, Author, Happiness Evangelist)
10:05 to 10:50

Panel: How can we be happy if machines are taking our jobs? – Discussion on the future of CX jobs

Abdulla Almohaisin (Executive Director – Corporate Services, axs)
Sarah Bacon (Co- Founder and CEO, We Share Property)
Faten ElAzhary (Head of Customer Support, Majid Al Futtaim / BEAM UAE)
Jennifer Peltenburg (FM Director, Khansaheb Facilities Management)
10:50 to 11:15

Leading from the Top: How to get an active C-Suite to buy into your CX program!

Joe Tawfik (Chief Executive Officer, Kinetic Consulting Services)
11:15 to 11:30 Coffee & Networking
11:30 to 12:00

Delivering integrated, seamless omnichannel experiences: Is there a method to the madness?

Debbie Stanford-Kristiansen (CEO, Novo Cinemas)
Shyam Sunder (Retail Marketing Professional)
12:00 to 12:45

Panel: Employees first, Customer second? – Who comes first when designing a CX strategy? 

Ghanim Al Falasi (S.VP of People Happiness and Innovation Corporate Services and Vice-Chairman of Smart City Project Committee, Dubai Silicon Oasis Authority)
Stuart Harrison (CEO, Emrill Services LLC)
Kristina Vaneva (Director, Employee Marketing (Employee Engagement & Internal Communications) Atlantis, The Palm Jumeirah)
Hussein Dajani (General Manager - Digital and Customer Experience Transformation, Nissan Motor Corp)
12:45 to 1:15

"I want to speak with a real person!"  The good, the bad, and ugly aspects of Chat Bots 

Amit Malhotra (General Manager, Personal Banking Group at Commercial Bank of Dubai)
1:15 to 2:10 Lunch & Networking
Stream 1
2:10 to 2:30

The 5 key characteristics of a CX professional

Meetha Castellino (Managing Director, Soar Consulting Ltd)
2:30 to 2:50

Top 7 CRM trends in the Middle East in 2019 & beyond

Hani Masgidi (Managing Director, Info Media Consultancy)
2:50 to 3:10

The power of positive psychology

Dr. Louise Lambert, (Editor, Professor, Happiness Expert)
3:10 to 3:30

Happiness Workshop

Zhuldyz Koshpanova (Mindfulness & Happiness Ambassador, Happy Minds Life)
Stream 2
2:10 to 2:30

TBA

Jeevan J D'Mello (CEO Zenesis Corp, Author, Happiness Evangelist)
2:30 to 2:50

Building internal capabilities to deliver on the expectations of customers

Ryanne Van Der Eijk [CXO at Ras Al Khaimah Economic Zone (RAKEZ)]
2:50 to 3:10

Are your KPIs driving Customer-Centric behaviour. What gets measured gets done

Lina Yahya (Head of Service Excellence, RAKBANK)
3:10 to 3:30

Leveraging Employee Generated Content to create authentic employer branding on social media

Andrew Burgess (CEO, UGC Factory)
3:30 to 4:00 Networking Session
7:00 to 10:00 Customer Happiness Awards 2019
8:30 to 9:00
Registrations
9:00 to 9:10

Welcome Address

Jatin Deepchandani (CEO & Founder, Plan3Media)
9:10 to 9:35

Customer Centricity: Mindset, Direction and Strategy. Getting started! 

Craig Lee (Customer Experience, Transformist, Speaker, Advisor, and Coach, Activate Experience)
9:35 to 10:05

Alert: Data has overtaken oil to become the most valuable asset in the world. Are we leveraging this to deliver customer happiness?

Jeevan J D’Mello (CEO, Zenesis Corp, Author, Happiness Evangelist)
10:05 to 10:50

Panel: How can we be happy if machines are taking our jobs? – Discussion on the future of CX jobs

Abdulla Almohaisin (Executive Director- Corporate Services, axs)
Sarah Bacon (Co-Founder and CEO, We Share Property)
Faten ElAzhary (Head of Customer Support, Majid Al Futtaim / BEAM UAE)
Jennifer Peltenburg (FM Director, Khansaheb Facilities Management)
10:50 to 11:15

Leading from the Top: How to get an active C-Suite to buy into your CX program!

Joe Tawfik (Chief Executive Officer, Kinetic Consulting Services)
11:15 to 11:30

Coffee & Networking

11:30 to 12:00

Delivering integrated, seamless omnichannel experiences: Is there a method to the madness?

Debbie Stanford-Kristiansen (CEO, Novo Cinemas)
Shyam Sunder (Retail Marketing Professional)
12:00 to 12:45

Panel: Employees first, Customer second? – Who comes first when designing a CX strategy?

Ghanim Al Falasi (S.VP of People Happiness and Innovation Corporate Services and Vice-Chairman of Smart City Project Committee, Dubai Silicon Oasis Authority)
Stuart Harrison (CEO, Emrill Services LLC)
Kristina Vaneva [Director, Employee Marketing (Employee Engagement & Internal Communications) Atlantis, The Palm Jumeirah)]
Hussein Dajani (General Manager - Digital and Customer Experience Transformation, Nissan Motor Corp)
12:45 to 1:15

"I want to speak with a real person!"  The good, the bad, and ugly aspects of Chat Bots 

Amit Malhotra (General Manager - Personal Banking Group, Commercial Bank of Dubai)
1:15 to 2:10
Lunch & Networking
Stream 1
2:10 to 2:30

The 5 key characteristics of a CX professional

Meetha Castellino (Managing Director, Soar Consulting Ltd)
2:30 to 2:50

Top 7 CRM trends in the Middle East in 2019 & beyond

Hani Masgidi (CEO, Info Media Consultancy)
2:50 to 3:10

The power of positive psychology

Dr. Louise Lambert, (Editor, Professor, Happiness Expert)
3:10 to 3:30

Happiness Workshop

Zhuldyz Koshpanova (Mindfulness & Happiness Ambassador, Happy Minds Life)
Stream 2
2:10 to 2:30

TBA

Jeevan J D'Mello (CEO Zenesis Corp, Author, Happiness Evangelist)
2:30 to 2:50

Building internal capabilities to deliver on the expectations of customers

Ryanne Van Der Eijk [CXO at Ras Al Khaimah Economic Zone (RAKEZ)]
2:50 to 3:10

Are your KPIs driving Customer-Centric behaviour. What gets measured gets done

Lina Yahya (Head of Service Excellence, RAKBANK)
3:10 to 3:30

Leveraging Employee Generated Content to create authentic employer branding on social media

Andrew Burgess (CEO, UGC Factory)
3:30 to 4:00

Networking Session

7:00 to 10:00

Customer Happiness Awards 2019