6-8 May 2018
Sheraton Grand Hotel, Dubai, UAE, Dubai, United Arab Emirates

Forum Day One: Monday, 7 May 2018

8:30 am - 9:00 am Registration, coffee and networking

9:00 am - 9:20 am Welcome and opening remarks forum chairman

Hany Mokhtar, Vice President, Customer Experience, Mobily,CX & Digital World- Class Expert
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Hany Mokhtar

Vice President, Customer Experience, Mobily
CX & Digital World- Class Expert

IMPLEMENTATION OF ADVANCED TECHNOLOGY TO ENHANCE CUSTOMER EXPERIENCE AND INCREASE LOYALTY

9:20 am - 9:50 am Opening keynote: Why improving CEM in digital is no longer just an option, it’s a must!

Laurent Rigaut, Vice President Customer Information & Personalization,ORANGE Corporate
This keynote will shed light on the importance of having a comprehensive digital strategy to enhance CEM in a digital era
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Laurent Rigaut

Vice President Customer Information & Personalization
ORANGE Corporate

9:50 am - 10:10 am How to remain customer focused in a digital world: Insights from Etisalat

Abhilasha Hans, Senior Vice President Customer Care,Etisalat
Discover how Etisalat is leading the charge in CX
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Abhilasha Hans

Senior Vice President Customer Care
Etisalat

10:10 am - 10:30 am Session delivered by Aurionpro



Sponsored by: Aurionpro

10:30 am - 11:00 am Achieving CX Maturity through Digitalization

Riyadh Alonazi, Vice President of Customer Experience & Care Centers,Saudi Telecom Company
An overview of the CX framework at STC
How STC leveraged digitalization as an enabler for CX transformation
Lessons learned and the way forward
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Riyadh Alonazi

Vice President of Customer Experience & Care Centers
Saudi Telecom Company

11:30 am - 12:00 pm Networking break

12:00 pm - 12:30 pm Case study: Digital transformation without the customer at the core is just another trap

Eman Rifaat Ghobashi, Head of Customer Experience and Service Modelling,Vodafone Egypt
Too often, telecom operators are more focused on data analytics and technical capabilities, however it’s also about customer’s digital readiness and appetite. The customer journey mapping framework is important in this sense, as it maps the customers’ needs and relevant experience. This case study will examine how Vodafone managed self-help as a preferred channel for customers and its impact on a slimmer growth
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Eman Rifaat Ghobashi

Head of Customer Experience and Service Modelling
Vodafone Egypt

12:30 pm - 12:50 pm Session delivered by DYNACOMMERCE




Sponsored by: DynaCommerce

12:50 pm - 1:10 pm CEM AWARDS!

One of the key highlights of the 7th Annual CEM in Telecoms Middle East forum will be the CEM in Telecoms Awards. This prestigious
awards event is being organised in an effort to recognise the achievements and innovation shown by customer experience and marketing professionals who are making the biggest difference to the customers that they serve.

The awards will be a perfect setting to benchmark against the programmes and technology that are driving tangible CEM improvements and efficiency savings.

CATEGORIES AND CRITERIA

  • CUSTOMER EXPERIENCE CHAMPION OF THE YEAR (INDIVIDUAL)
 CRITERIA: The award for Customer Experience Champion of the Year will go to recognising an individual pioneer of CEM within the telecoms sector who has demonstrated exceptional leadership in driving CEM and engaging others.

  • Best CEM Culture Transformation Programme
CRITERIA: The award for Best Culture Transformation will go to the organisation that has implemented cross-department strategies and initiatives to drive cultural change towards a customer-centric mindset.

  • Best Contact Centre Experience
  CRITERIA: The award for Best Contact Centre Experience goes to the company who can demonstrate high levels of customer satisfaction scores, first call resolution rates and/or average handling time.

  • Best Network Experience
CRITERIA: The award for Best Network Experience will go to the company that demonstrates best record of progress in network optimisation that delivers an exceptional customer experience.

  • Best Digital Experience
  CRITERIA: The award for best digital experience goes to the company who has successfully engaged customers and managed high service levels across all digital channels.

  • Best Digital Experience
 CRITERIA: The award for best digital experience goes to the company who has successfully engaged customers and managed high service levels across all digital channels.

  • New! Best Mobile Experience
 CRITERIA: The award for Best Mobile Experience goes to the company who has developed a successful mobile app which achieved high level of customer engagement and customer satisfaction

  • Most Innovative Use of Technology to Improve the Customer Experience
 CRITERIA: The award for Most Innovative Use of Technology to Improve the Customer Experience goes to a company who have developed or adopted an innovative tool to drive actions and insights to enhance the customer journey.

Why should I enter?

  • Gain industry-wide recognition for your achievements
  • Position your brand as a leader in customer-centricity
  • Reward your team for their efforts and increase their morale

How do I enter?
Submit your nomination form to CEMAwards@iqpc.com to be considered.

What else should I know about the awards?

  • IQPC and its partners hold no influence on the outcome of the awards. This is determined by the independent judging panel
  • There is no cost to enter or submit a nomination
  • If you wish to nominate for multiple categories you must submit separate nomination forms
  • You may submit supporting documents for your nomination
  • All information provided will remain strictly confidential unless advised otherwise

1:10 pm - 1:30 pm Session reserved for SendBird





Sponsored by: SendBird

1:30 pm - 2:30 pm Networking lunch break

This high-level panel will underscore the success of telecom operators and their initiatives to drive customer experience

2:30 pm - 3:00 pm Innovative models supporting digital customer centric transformation

Key learning outcomes of this session include:
• The impact of the current business models on
innovation and transformation
• Frameworks and tools needed in the age of customer
• The business model of the future
Are customers more comfortable seeking assistance online or they still require the human connection? Join this debate to understand if chat bots are effective in managing customer expectations, as well as delivering the ROI.
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Hany Mokhtar

Vice President, Customer Experience, Mobily
CX & Digital World- Class Expert

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Tawfiq Al Lawati

General Manager Customer Care Telecommunications,
Omantel

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Humphrey Davis

Head of Online Care
Virgin Mobile UAE

3:40 pm - 3:50 pm Chairman’s closing remarks

4:10 pm - 4:10 pm End of forum day one

The published programme is correct at time of printing. However, given the seniority of our speakers and the nature of their roles, speakers may subsequently substitute or remove themselves from the programme. This is always regrettable, and we will always try to replace the speaker with a speaker with equivalent insight.