CHSA | Agenda

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

In the ‘experience economy’ developing a customer-centric mindset is essential. How do we do this? What must happen first? CX Expert Craig Lee will share how CX practitioners must engage the organisations ‘head’, ‘heart’ and ‘hands to truly evolve and transform.

Speaker line-up

Craig Lee (Customer Experience, Transformist, Speaker, Advisor, and Coach, Activate Experience)

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

Today companies can track and target customer behaviour, preferences, interests with accuracy which is unprecedented in the history of marketing. Are you using this mammoth data to deliver hyper-personalised messages to your target consumer at the right time at the right place? Jeevan D’Mello will show you how to unleash the power of data to deliver ultimate customer happiness.

Speaker line-up

Jeevan J D’Mello (CEO Zenesis Corp, Author, International Speaker)

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

Research states that 8 out of 10 businesses have adopted or are planning to adopt artificial intelligence as a customer service solution by 2020. How will that impact customer service & CX professionals? What upskilling and reskilling will be required to ensure the current working group stays relevant in the new work world? Our expert panelists discuss this and more.

Speaker line-up

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)
Dara Ibrahim-Zaaraoui (Retail Account Director, Microsoft)
MODERATOR:
Jeevan J D’Mello (CEO Zenesis Corp, Author, International Speaker)

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

Speaker line-up

Joe Tawfik (Chief Executive Officer, Kinetic Consulting Services)

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

A recent Adobe study states that companies with the strongest omnichannel customer engagement strategies enjoy a 10% Y-O-Y growth, 10% increase in average order value and 25% increase in close rates. So what are the ingredients of a great omnichannel experience strategy? Our expert panelists discuss their views.

Speaker line-up

Debbie Stanford-Kristiansen (CEO, Novo Cinemas)
Shyam S (Former Head of Marketing, Centrepoint, Landmark Group)
Pilar De Miguel Veira (Partner, Digital & Innovation - Digital Strategy, KPMG Lower Gulf Limited)
Gareth Cummings (Quality Manager, Renault Middle East)
MODERATOR:
Joe Tawfik (Chief Executive Officer, Kinetic Consulting Services)

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

Employees are the frontline staff that deliver the final customer experience. How can companies create employee buy-in on the customer happiness strategy? What can companies do to ensure that employees are aligned with their vision and implementation of CX programs? Is employee happiness a critical piece of delivering successful CX programs? Our veteran panelists share their expert views.

Speaker line-up

Ghanim Al Falasi (S.VP of People Happiness and Innovation Corporate Services , 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)
MODERATOR:
Craig Lee (Customer Experience, Transformist, Speaker, Advisor, and Coach, Activate Experience)

“Listen, Learn, Love

Speaker line-up

Anas Almarie (Director of Social Media Training & Solutions - Social Station)

STREAM 1

The 5 key characteristics of a CX professional

Looking to achieve smashing success as a CX professional? Learn the key characteristics that you need to adopt and practice to achieve significance as a CX professional.

Speaker line-up

Meetha Castellino (Director of Strategy and Business Development, Zenesis)

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

Customer Relationship Management is a critical piece of delivering happiness to customers. Hani Masgidi will share the latest CRM trends that can empower companies to create more engaged and loyal relationships with their customers.

Speaker line-up

Hani Masgidi (CEO, Info Media Consultancy)

"Commercial Life” Harnessing wellbeing for all

In this talk, Dr. Louise Lambert, an expert in positive psychology, offers a new understanding of “commercial life,” the positive contributions organizations can make to the communities in which they operate. Drawing on the science of positive psychology, she outlines a new model for considering customer happiness, employee happiness, community happiness as well as product and service design to boost wellbeing across all organizational and business pillars. Learn why and how a conceptualization of “Commercial Life” might be of value to your organization.

Speaker line-up

Dr. Louise Lambert (Editor, Professor, Happiness Expert)

Happiness Workshop

Happiness at work is a great theoretical idea but simply can’t be measured!’ In this session, Zhuldyz will bust 3 dominant myths about Happiness at work and share three powerful realities anchored in research and science that will help companies have more engaged, motivated and happy employees.

Speaker line-up

Zhuldyz Koshpanova (Mindfulness & Happiness Ambassador, Happy Minds Life)

STREAM 2

Building internal capabilities to deliver on the expectations of customers

How do companies develop and improve their processes, systems, workforce competencies to meet the ever-evolving expectations of the customers? Ryanne Eijk shares her experience.

Speaker line-up

Ryanne Van Der Eijk [CXO at Ras Al Khaimah Economic Zone (RAKEZ)]

Are your KPIs driving customer-centric behaviour. What gets measured gets done.

KPIs define the parameters that an organisation deems important. KPIs help in channelising the effort and focus of employees and more importantly define the behaviours that will be rewarded within an organization. In this scenario, Lina Yahya will explore if KPIs of an organizations are aligned to the goal of delivering customer happiness.

Speaker line-up

Lina Yahya, Head of Service Excellence, RAKBANK

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

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

Speaker line-up

Andrew Burgess (CEO, UGC Factory)