Forum Day Two: Tuesday, 10 April 2018

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

Hany Mokhtar

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


9:10 AM - 9:40 AM Keynote: An upgraded version of collaborative governance CEM

Hany Mokhtar, Vice President, Customer Experience, Mobily, CX & Digital World- Class Expert
The biggest challenge in transforming CEM remains the governance framework. Stakeholders are somewhat resistant to changes in procedures, while some consumers insist on traditional customer service. This session offers a new perspective on how stakeholders can better collaborate to enhance CEM strategy

Hany Mokhtar

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

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


Humphrey Davis

Head of Online Care
Virgin Mobile UAE

10:10 AM - 10:40 AM Do you offer advanced measurement tools?

10:40 AM - 11:10 AM How do you use data to support CEM efficiently?

Ismail Mohammed, Senior Vice President , Customer Operations, du
Learn how using data can aid automation and minimise cost by reducing manual workflow and enabling operators to focus on improving experience


Ismail Mohammed

Senior Vice President , Customer Operations

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

11:40 AM - 12:10 PM Case study: Linking NPS to revenue

Sushant Banga, General Manager, Insights & Quality, Vodafone
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


Sushant Banga

General Manager, Insights & Quality

12:10 PM - 12:40 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


Tawfiq Al Lawati

General Manager Customer Care Telecommunications,

12:40 PM - 1:10 PM Case study: Effortless customer experience and customer loyalty

Nisreen N. Abu Hadba, Customer Experience & Quality Director CEO Office, Orange Jordan
How can operators master strategies to deliver customer experience seamlessly?
What did Orange Jordan do differently in ensuring customer loyalty? Don’t miss this case study

Nisreen N. Abu Hadba

Customer Experience & Quality Director CEO Office
Orange Jordan

1:10 PM - 1:40 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


Rim Dourai

Director Customer Experience and Process Management

1:40 PM - 2:15 PM Stakeholder roundtable discussion

This roundtable session will highlight ways to successfully gain insight on the customer journey across all channels, as well as discuss strategically how technology, mobile and digital payment are widespread and what operators can do to enhance the experience

Table One:

1:40 PM - 2:15 PM How chat bots and AI can drive better customer experience

Table Two:

1:40 PM - 2:15 PM Leveraging customer intelligence for customer value lifetime maximisation

Table Three:

1:40 PM - 2:15 PM Measuring customer satisfaction. Which is the best matrix to guarantee KPI?

Table Four:

1:40 PM - 2:15 PM Digital payments: Future roadmap for telecom operators

Sammy Tuffaha, Director Customer Experience and Process Management, Etisalat


Sammy Tuffaha

Director Customer Experience and Process Management

2:15 PM - 2:30 PM Open discussion: Futuristic outlook: How augmented reality is taking over CEM

As operators race to adopt technology in CEM, what can we learn from shifting customer experience to a virtual world? What will CEM look like in a few years? Don’t miss this futuristic session open to the all participants, curated by the conference chairman

2:30 PM - 3:30 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.