See the cutting-edge topics that were discussed at CHSA 2019.
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.
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.
Jeevan J D’Mello CEO Zenesis Corp, Author, Happiness Evangelist
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.
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)
Jeevan J D’Mello (CEO Zenesis Corp, Author, Happiness Evangelist)
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.
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.
“I want to speak with a real person!” The good, the bad, and ugly aspects of ChatBots
Research shows that there are 300,000 chatbots on Facebook alone. What are the features that make Chatbots so widely popular? How can organizations implement automation without using human touch? Amit Malhotra, GM of the only digital bank in Dubai, Commercial Bank of Dubai shares his experience on implementing the near-perfect Chatbot strategy.
"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.
Happiness at Work 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.
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.
Leveraging Employee Generated Content to create authentic employer branding on social media
Research states that 90% of recruiters use LinkedIn as an effective tool to hire top-quality candidates. Given this context, how do you leverage employee-generated content to manage your employer branding on social media? Does your employee chatter on social media portray you as a desirable company to work? 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.