The 3rd Annual CEM and Customer Loyalty MENA Summit
IS OVER!
100+
Satisfied Delegates
TOP 20
Industry Speakers
Over 15
Experience Based Case Studies
We are looking forward to welcoming you
on board in 2017!
STAY UPDATED
Provide us with your contact details and our team will get back to you with all the updates regarding the upcoming edition of this event.
See the past Speakers and Case Studies
from Last Annual BELOW
Jose
SANCHEZ
SVP Presales & Customer Service
Thomas
REBY
Vendor Operations Manager
Martina
BOETTCHER
Regional Director of Marketing
Saif Mohd.
SAEED
Head of Customer Service Department
Codin
CARAGEA
Senior VP, Head of Customer Experience
Diala
ZAATARI
Customer & Partner Experience Lead
This is the event where you can access the people and ideas that matter most to your business.
A programme that will inspire you and gives you opportunity to network with your peers on one of the most leading and exciting events.
- Networking possibilities
- Discussing key issues in breakout sessions
- Meet with new business partners
- Unrivalled speakers lineup with real industry professionals
- One-on-One Business Meetings
- Focused, productive and balanced Agenda
- Informal gatherings outside conference hours
Allan Lloyds events are famed for being highly interactive. Through our special discussion panels and roundtable discussion formats you will be able to discuss all of the complex issues that you are facing with our speakers and delegates.
Customer Satisfaction and Loyalty
A move from a Multi-channel to an Omni-channel
Understanding of the Customer’s Real Needs
Cultural Differences and Centricity in CEM
Creation of a long term bond with your customers
Retention of customers in the environment of new competition
New Trends and Challenges in the Customer Experience
Employees Engagement to Drive Customer-Centricity
Members of board, C-level, Senior Vice Presidents, Vice Presidents, Directors and Heads of departments from retail, banking, telecom, hospitality, pharmaceutical and airline industries involved in:
- Customer experience management
- Customer Loyalty
- Marketing operation
- Strategic Customer Experience
- Customer Marketing
- Product Marketing
- Sales and Marketing
- Customer Care
- Customer Operations
- Customer Retention
- Customer Loyalty and Engagement
- Customer Care
Ultimate Session
FOR NETWORKING
Every morning starts with a great ice-breaking activity – Speed Networking Session. This session is designed to give all participants the opportunity to meet and introduce themselves to their fellow participants before the official conference starts.
Don’t forget your business cards!
Provided Networking Sessions include Coffee Breaks, Networking Lunches, a Cocktail Reception, plus informal gatherings outside conference hours –key tools for establishing future business connections with fellow industry peers.
Interesting Case Studies from the Agenda 2016
CUSTOMER JOURNEYS TODAY
Thomas
REBY
Vendor Operations Manager
Finding Customer Experience in a Digital Haystack
Traditional Customer Service journey mapping talks about “moments of truth”. The points where an experience, good or bad, is defined for that customer – in that instance. Typically, a person is in the centre. Today, journeys are no longer linear and simple to map. Companies are no longer considered single sources of solutions. Someone else’s experience may be your moment of truth. And throughout, Digital Assistance is becoming key in defining Customer Experience.
- Crowdsourcing problems, solutions and service – letting go of control
- Predictive troubleshooting – big data, better service
- Proactive experiences – metadata preventing problems
- Artificial Intelligence and service evolution – when the robots
take over!
ENGAGEMENT ACTIVITIES FOR LOYAL CUSTOMERS
Martina
BOETTCHER
Regional Director of Marketing
Customer Loyalty through Engagement
Example on SPG (Starwood Preferred Guest) member events and activities driving engagement to create “Loyalty beyond Reason”. Hotels continue to find creative ways to engage with their most loyal customer base for unique experiences that define a lifestyle.
- Introduce the program
- What makes SPG so unique in the hospitality world
- How do guests react to the SPG loyalty program
- How do the hotels engage with their guests
- Partnership for SPG
- More than collecting points – Loyalty beyond Reason
We are looking forward to welcoming you
on board in 2017!
BUSINESS CUSTOMERS
Jose
SANCHEZ
SVP Presales & Customer Service
The Challenge of Customer Experience for Business Customers
This presentation will cover the main challenges in handling customer experience for Large Enterprises, Government and SMB customers in MENA Region.
- Sorting out internal barriers for implementing service vision
- Marketing and selling services with customer experience in mind
- Digital World Impact
- Understanding Business Customer Feedback
Pre-Conference Workshop
Customer Experience Strategy
- The latest CEM challenges and proven solutions in the Middle East
- Ways to deliver a world class customer experience in the transforming regions
- How to exceed customer expectations and establish constant innovation and growth
- Transformation of the complaints into opportunities
- How to earn the customers trust
Digitalization of Customer Service
- Ways to transform customer service to a digitalized organization
- How to improve CEM in a world of smart devices and drive mobile data usage
- Innovative solutions and trends in Customer Service
- Enhancing the customer journey through digitalization
- How to fit digital channels into your existing business portfolio successfully?
We are looking forward to welcoming you
on board in 2017!
STAY UPDATED
Provide us with your contact details and our team will get back to you with all the updates regarding the upcoming edition of this event.