Dave Shepherd

Dave Shepherd Barclays

Director, Frontline Help


Barclays Digital Eagles – Engaging employees to drive customer-centricity into the DNA of the organization

Energetic in his delivery and passionate in his subject matter Dave will give you the insight on the Barclays Digital Eagles, how it began and why it became the biggest people movement the Bank has ever seen.

  • How Barclays is delivering on it’s ambition in this Digital Revolution to Leave No One Behind
  • Showcase of the key engagement tools, including the industry leading colleague app MyZone
  • The Inside-Out colleague approach to customer-centricity

Ultimate Session


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.

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Customer Experience Management – Ooredoo Framework….

A check list with the key elements of a mature Customer Experience Management. Ooredoo is implementing them consistently and coherent to transform ourselves from a Product Centric Organization into a Customer Centric Organization.

  • Employee Engagement
  • Customer Engagement
  • Measuring and Managing Customer Experience
  • Design Customer Experience
Radu Ciocan

Radu Ciocan Ooredoo

Group Director Customer Care & Customer Experience

Sample of


Sandra De Zoysa

Sandra De Zoysa Dialog Axiata

Group Chief Customer Officer

John Lincoln

John Lincoln Etisalat

Senior Vice President - Small and Medium Businesses (SMB)

Diala Zaatari

Diala Zaatari Microsoft

Customer & Partner Experience Lead

Peter D Halsor

Peter D Halsor Riyad Bank

Senior Vice President Chief Customer Experience Officer

Badih Hachem

Badih Hachem OSN

Director of Customer Service

Johann Schradt

Johann Schradt Du

Director Customer Experience Assurance

Other Interesting Case Study from Agenda

Johann Schradt

Johann Schradt Du

Director Customer Experience Assurance


Engagement in an outsource environment – How to get your partner’s people to deliver service excellence

To engage your customers, you must first engage your people. However in an outsource partnership this can be challenging. In this Case Study we will examine the difference in approach required in engaging onshore employees and offshore partners.

  • Engaging your people to build a sustainable culture of service excellence
  • Cultivating a customer-centric mindset at all levels within your organization to ensure it is a common goal
  • The importance of empowering agents in order to reach the next level of Contact Centre service excellence
  • Embedding a customer centric approach into ‘business as usual’ and sustaining a commitment to service excellence in daily operations

Who will I


This event is designed for Members of Board, Vice Presidents, Directors, Heads and Senior Managers from the Telecom, Banking, Hospitality, Automotive and Media industries involved in:

  • Customer Lifecycle Strategy
  • Customer Experience
  • Customer Service
  • Digital/Social Media
  • Client Relationship Development
  • CRM & Loyalty
  • Customer Care and Service Quality
  • Marketing / Sales
  • Retention and Loyalty Programs
  • Customer Insight and Satisfaction
  • Channel and Multichannel Management
  • Omni-channel
  • Client Relationship
  • Consumer Management
  • Contact Centre Management
  • Brand Management

What differentiates this conference from the rest?

Tired of attending expos, conferences or events where there is little to no interaction or debate with speakers & delegates?

Allan Lloyds events are famed for being highly interactive. Through our special discussion panels and roundtable discussion formats you will be able to discuss in intimate detail all of the complex issues that you are facing with our speakers and delegates.

Attendees of our events are leaders in their respective companies – meaning you will be able to enjoy indepth discussion with peers!

This is where the real learning & development happens



24 – 25 November 2015 I Dubai

Al Murooj Rotana Dubai *****

The 2nd Customer Experience Management Summit will  take place in the Al Murooj Rotana Hotel – Dubai, Al Saffa Street, DIFC, Opp Dubai Mall.

Things to do in Dubai:

  • Visit the world’s tallest building – The Burj Khalifa.
  • The Dubai Museum offers a fascinating look back over the city’s history
  • Shop at the largest shopping mall in the world – The Dubai Mall, with over 1,200 stores spread out over half-a-million square meters
  • A visit to Dubai is never complete without a Desert Safari

Benefits of attending

Understand the challenges that various industries are facing with respect to customer care and satisfaction

Hear about customer satisfaction researches

Discover methods on how to deal with customers from different cultural backgrounds

Analyze the importance of how to balance automation and human touch

Request Agenda


  • Great opportunity, I gained a lot of information also during the networking breaks

  • Well run, focused, engaging and interactive event

    Commercial Bank of Dubai
  • Very interactive event with high profile participants

    Meliá Hotels International


Waiting for Approval to Attend? Are you not sure now?


Don’t miss out! Reserve Your Seat TODAY and we will hold your place for next 10 days!

*Kindly note that the discounted rate and Promo Code is only available to industry (practitioners) delegates.


6th Annual Optimizing Contact Centres Summit

13 – 15 October I Barcelona

will address the latest topics such as how to transform the future of customer experience in this new digital world, the pros and cons of cloud-based contact centre, the future of self-services, advantages of a speech driven IVR, how to drive revenues with NPS and efficiency with First Call Resolution and many other interesting challenges and issues.

Visit Event Website

6th Annual Customer Experience Management Summit

13 – 15 October I Barcelona

will address the latest topics such as multi-channel/omni-channel transformation opportunities, digitalization traps and tips, new approaches to marketing & communication, customer satisfaction & loyalty, social media issues, data warehouse usage, rebranding and other important topics of today when it comes to Customer Experience Management.

Visit Event Website