11th Annual CEM and Customer
Loyalty MENA Summit
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Past Speakers
SEE THE PREVIOUS SPEAKERS & CASE STUDIES
CASE STUDY
Trailblazing CX: Sparkling Initiatives for Next Gen Needs
In today’s rapidly evolving landscape, customer experience (CX) has become the cornerstone of business success. “Trailblazing CX: Sparkling Initiatives for Next Gen Needs” is designed to explore the cutting-edge strategies and innovative practices that are redefining customer interactions. This presentation will delve into the transformative approaches that are setting new benchmarks in the industry, ensuring that businesses not only meet but exceed the ever-changing expectations of their next-generation customers. As we navigate through this presentation, we will highlight key initiatives that are shaping the future of CX, offering insights and actionable takeaways for businesses striving to lead in this dynamic field. Join us as we uncover the sparkling initiatives that will trailblaze the path to exceptional customer experiences.
- 01Exploration of cutting-edge strategies and innovative practices in customer experience
- 02Transformative approaches redefining customer interactions
- 03Initiatives setting new benchmarks in the industry
- 04Insights on meeting and exceeding next-generation customer expectations
- 05Provide actionable takeaways for businesses to lead in the dynamic field of CX
- 06Equip attendees with the knowledge to implement sparkling initiatives that enhance customer experiences
The credit card industry has undergone significant changes over the years, driven by technological advancements, changing consumer behaviours, and regulatory developments. This presentation will trace the evolution of credit card product management, from its early days to the present, and explore the key trends shaping its future. We will discuss how product managers have adapted to new challenges and opportunities, such as the rise of digital payments, the importance of data analytics, and the increasing focus on sustainability. We will also examine the role of innovation in driving product development and enhancing the customer experience. Finally, we will look ahead to the future of credit card product management, discussing emerging trends and strategies that will shape the industry in the years to come.
CASE STUDY
Power of Loyalty for Telecom & Beyond: The Smiles Story
In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.
Let’s look at how e& transformed its traditional loyalty programme into a highly successful engagement platform by going beyond telecom, and use the power of AI & Personalisation to drive customer delight.
- 01Introduction to Kano Model: Removing Pain points by listening to customer
- 02From Pain to Delight: Leveraging the 3P’s of Points, Propositions & Personalisation
- 03The Smiles transformation story as an example
CASE STUDY
Drivers of Customer Loyalty in Banking Sector — MENA Region
As the MENA region is undergoing major changes driven by economic challenges & digitalisation, it is imperative to define what loyalty currently means to customers. This can be achieved by exploring key drivers and triggers that can build loyalty & elevate their customer experience.
In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.
- 01Understanding Customer Psyche in MENA Region
- 02Key CX Strategies to Build Loyalty
- 03The Human Factor in the Digital Era
- 04Success Stories in Banking Sector
CASE STUDY
Data and Generative AI for Tailored Experiences
In a world where personalisation is key to customer loyalty, businesses must harness data and generative AI to create truly tailored experiences. This presentation will explore how these technologies can unlock deep customer insights and deliver highly relevant interactions. Discover the strategies that are reshaping personalisation and driving business success.
- 01Personalised experiences are essential in today’s competitive market
- 02Leveraging data and generative AI enables businesses to create tailored customer experiences
- 03Advanced analytics and AI-driven insights help companies understand customers better and anticipate their needs
- 04Delivering relevant and engaging interactions at every customer touchpoint is key
- 05Use practical strategies and innovative tools to enhance personalisation, boost customer loyalty, and improve business outcomes
In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.
CASE STUDY
Insightful NPS Prediction Engine
At Yapi Kredi, guided by “No Limits in Service”, we’ve pioneered Turkey’s First NPS Prediction Model. Using machine learning, it anticipates satisfaction for 12Mio customers, enhancing CRM precision and loyalty while reducing churn.
Today’s modern workforce is comprised of multiple generations with diverse perspectives, experiences, and preferences. As we move towards the future, the number of generations in the workplace is set to increase. There are significant impacts on any organisation due to the generation gap. Technology offers numerous tools and platforms that facilitate communication and bridge the gap between different age groups. Additionally, the technology addresses and unlocks the NextGEN connections.
- 01Enhancing Customer Experience by providing personalised insights
- 02Proactive issue resolution
- 03Focus on innovation drives continuous improvement
CASE STUDY
Trailblazing CX: Sparkling Initiatives for Next Gen Needs
In today’s rapidly evolving landscape, customer experience (CX) has become the cornerstone of business success. “Trailblazing CX: Sparkling Initiatives for Next Gen Needs” is designed to explore the cutting-edge strategies and innovative practices that are redefining customer interactions. This presentation will delve into the transformative approaches that are setting new benchmarks in the industry, ensuring that businesses not only meet but exceed the ever-changing expectations of their next-generation customers. As we navigate through this presentation, we will highlight key initiatives that are shaping the future of CX, offering insights and actionable takeaways for businesses striving to lead in this dynamic field. Join us as we uncover the sparkling initiatives that will trailblaze the path to exceptional customer experiences.
- 01Exploration of cutting-edge strategies and innovative practices in customer experience
- 02Transformative approaches redefining customer interactions
- 03Initiatives setting new benchmarks in the industry
- 04Insights on meeting and exceeding next-generation customer expectations
- 05Provide actionable takeaways for businesses to lead in the dynamic field of CX
- 06Equip attendees with the knowledge to implement sparkling initiatives that enhance customer experiences
The credit card industry has undergone significant changes over the years, driven by technological advancements, changing consumer behaviours, and regulatory developments. This presentation will trace the evolution of credit card product management, from its early days to the present, and explore the key trends shaping its future. We will discuss how product managers have adapted to new challenges and opportunities, such as the rise of digital payments, the importance of data analytics, and the increasing focus on sustainability. We will also examine the role of innovation in driving product development and enhancing the customer experience. Finally, we will look ahead to the future of credit card product management, discussing emerging trends and strategies that will shape the industry in the years to come.
CASE STUDY
Power of Loyalty for Telecom & Beyond: The Smiles Story
In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.
Let’s look at how e& transformed its traditional loyalty programme into a highly successful engagement platform by going beyond telecom, and use the power of AI & Personalisation to drive customer delight.
- 01Introduction to Kano Model: Removing Pain points by listening to customer
- 02From Pain to Delight: Leveraging the 3P’s of Points, Propositions & Personalisation
- 03The Smiles transformation story as an example
CASE STUDY
Drivers of Customer Loyalty in Banking Sector — MENA Region
As the MENA region is undergoing major changes driven by economic challenges & digitalisation, it is imperative to define what loyalty currently means to customers. This can be achieved by exploring key drivers and triggers that can build loyalty & elevate their customer experience.
In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.
- 01Understanding Customer Psyche in MENA Region
- 02Key CX Strategies to Build Loyalty
- 03The Human Factor in the Digital Era
- 04Success Stories in Banking Sector
CASE STUDY
Data and Generative AI for Tailored Experiences
In a world where personalisation is key to customer loyalty, businesses must harness data and generative AI to create truly tailored experiences. This presentation will explore how these technologies can unlock deep customer insights and deliver highly relevant interactions. Discover the strategies that are reshaping personalisation and driving business success.
- 01Personalised experiences are essential in today’s competitive market
- 02Leveraging data and generative AI enables businesses to create tailored customer experiences
- 03Advanced analytics and AI-driven insights help companies understand customers better and anticipate their needs
- 04Delivering relevant and engaging interactions at every customer touchpoint is key
- 05Use practical strategies and innovative tools to enhance personalisation, boost customer loyalty, and improve business outcomes
In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.
CASE STUDY
Insightful NPS Prediction Engine
At Yapi Kredi, guided by “No Limits in Service”, we’ve pioneered Turkey’s First NPS Prediction Model. Using machine learning, it anticipates satisfaction for 12Mio customers, enhancing CRM precision and loyalty while reducing churn.
Today’s modern workforce is comprised of multiple generations with diverse perspectives, experiences, and preferences. As we move towards the future, the number of generations in the workplace is set to increase. There are significant impacts on any organisation due to the generation gap. Technology offers numerous tools and platforms that facilitate communication and bridge the gap between different age groups. Additionally, the technology addresses and unlocks the NextGEN connections.
- 01Enhancing Customer Experience by providing personalised insights
- 02Proactive issue resolution
- 03Focus on innovation drives continuous improvement
Ahmed Nasr
Operations Director Egypt and Director Milk Africa & Turkey
Khaled Elsharkawy
Integrated Supply Chain Senior Director
Mueen Uddin Siddique
Senior Director – Access Network Procurement
Shannon Hore
Senior Vice President Procurement and Logistics
Sandeep Sharma
Director Group Procurement & International Markets Supply Chain
Hottest topics
LOOK AT THE TOPICS THAT WERE DISCUSSED
- 01Building and maintaining brand loyalty to remain competitive in a dynamic market
- 02Tactics for retaining current customers and cultivating loyalty via strategic marketing
- 03The omnichannel advantage: How to gain a competitive edge through holistic CX?
- 04Customise your marketing campaigns and interactions: Personalisation that leads to consumer satisfaction
- 05Enhancing customer loyalty through integrated CRM strategies and AI
- 06Exploring the potential of emerging technologies in transforming customer loyalty programmes
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