Forum Day One: Monday, 9 April 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

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

This keynote will shed light on the importance of having a comprehensive digital strategy to enhance CEM in a digital era

9:50 AM - 10:10 AM AI, machine learning and deep learning applications to boost telcos CX

Souhail Haddaji, Vice President Products Development and Programs Management, du
As Artificial Intelligence capabilities are deployed and becoming mainstream, this presentation will cover the opportunities and challenges surrounding their applications to boost customer experience in telecoms

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Souhail Haddaji

Vice President Products Development and Programs Management
du

10:10 AM - 10:30 AM Innovative models supporting digital customer centric transformation

Mohamad El- Hinnawi, CCXP, Advisor Customer Experience, STC
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

Mohamad El- Hinnawi

CCXP, Advisor Customer Experience
STC

10:30 AM - 11:00 AM Adopting advanced automation techniques in telecoms to reduce cost and increase efficiency

Do you provide complex algorithms and advanced automation to integrate multiple data sources and deduce actionable insights for telecom operators?

11:00 AM - 11:30 AM Networking coffee break

11:30 AM - 12:00 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, VFLOGO
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
VFLOGO

12:00 PM - 12:30 PM Integrating innovative management methodologies, to improve customer experience in fixed network

David Artunedo Guillen, CEO, OnLife Networks, Telefonica
Learn about a new technology currently deployed at OnLife Networks central office in Madrid and what customer’s reactions are in the first month of 2018

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David Artunedo Guillen

CEO, OnLife Networks
Telefonica

12:30 PM - 1:00 PM Customer interview: Best practices in executing proactive CEM

Hany Mokhtar, Vice President, Customer Experience, Mobily, CX & Digital World- Class Expert
Anticipating and predicting customer issues early on have proved to be efficient strategies in proactive CEM. Mr Hany will be interviewing a customer onstage to highlight how to predict customer issues and offer proactive solutions using personalisation

Led by:

Hany Mokhtar

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

1:00 PM - 1:30 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

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

2:30 PM - 3:00 PM The rise of chat bots and AI - its impact on customer experience

Are customers more comfortable seeking assistant online? Or do they still require human interaction?

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.

Hany Mokhtar

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

Nisreen N. Abu Hadba

Customer Experience & Quality Director CEO Office
Orange Jordan
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Ismail Mohammed

Senior Vice President , Customer Operations
du

Mohamad El- Hinnawi

CCXP, Advisor Customer Experience
STC
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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 - 4:00 PM Chairman’s closing remarks

4:00 PM - 4:00 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.