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

Forum Day Two: Tuesday, 8 May 2018

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

9:00 am - 9:10 am Opening remarks by forum chairman

DERIVING THE BEST MEASUREMENT TECHNIQUES TO EVALUATE CUSTOMER SATISFACTION

9:10 am - 9:40 am The key ingredients of a successful customer experience transformation: True north, design thinking, and organizational cohesiveness

Raffaella Bianchi - Head of Customer Experience Du
By rallying your organization behind a common, coherent vision consistent with their brand, realigning internal mindsets and behaviors, and applying a generous dash of empathy into designing the customer experience, you differentiate yourself more effectively in highly competitive markets. Don't miss this session to discover some fascinating insights into the best strategies for improving customer experience
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Raffaella Bianchi

Head of Customer Experience
Du

9:40 am - 10:10 am Analysing customer feedback and NPS

Humphrey Davis - Head of Online Care Virgin Mobile UAE
To understand how to effectively analyse customer feedback on multiple touch points, this session will cover the importance of putting customer feedback at the heart of your organisation and how it can lead to increased revenue, as well as product improvement
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Humphrey Davis

Head of Online Care
Virgin Mobile UAE

10:10 am - 10:40 am Digitizing customer relationships with real-time messaging


10:40 am - 11:10 am Case study: Linking NPS to revenue

How do you link net promoter score (NPS) to revenue? This case study will highlight Vodafone’s unique TNPS approach, with insights on how it handles 40 million calls per month

11:10 am - 11:40 am Networking coffee break

11:40 am - 12:10 pm Case study: Customer centric digitisation

Tawfiq Al Lawati - General Manager Customer Care Telecommunications, Omantel
This session will explore the use of advanced data analytics solutions to enhance customer experience and expectation and how to implement social media care and experience
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Tawfiq Al Lawati

General Manager Customer Care Telecommunications,
Omantel


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Sammy Tuffaha

Director of Solution Marketing Digital Payments and eCommerce
Etisalat

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Ricardo Langwieder-Gorner

Chief Executive Officer
Silah Gulf W.L.L.

12:40 pm - 1:10 pm Shaping a design-driven experience for B2B customers

Rim Dourai - Director Customer Experience and Process Management Du
Key learning outcomes of this high-level session include:

  • Understand customers’ needs and perspectives
  • Structure a programme to unify the organisation
  • Design hybrid journeys combining digital and human interactions
  • Use an agile approach to cut through complexity and drive differentiation
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Rim Dourai

Director Customer Experience and Process Management
Du

1:10 pm - 2:40 pm Networking lunch break

3:30 pm - 3:30 pm Close of forum

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.