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5TH ANNUAL CEM & CUSTOMER LOYALTY MENA SUMMIT

20 - 21 November 2018 - Dubai
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PAST SPEAKERS

SEE THE PREVIOUS SPEAKERS & CASE STUDIES

Thomas
REBY

Senior Strategy Manager

Samer
ESKANDARANI

GM, Customer Service Design and Delivery

Mohamed
HUSSEIN

Director, Digital Marketing, Luxury Brands - Middle East

Hakan
SOGUT

Head of CRM Solutions

Marie-Helene
STRAUS

Chief Officer Consumer and Innovation Strategies

Jorge
CARRASCO

Director Digital Channels

CONFERENCE TOPICS 2018

LOOK AT THE TOPICS THAT WERE DISCUSSED

  • AI as a tool to meet the customers needs and improve their experience
  • How to deliver a consistent CX across different channels?
  • Social Media as a strategy of collecting feedbacks
  • Meeting the demands of millennial generation
  • Creating a customer-centric culture
  • Loyalty programs and retention of the customers
  • Technology and digitalization in CEM
  • Measuring the CX
  • The latest innovations in contact centres

DESIGNED FOR

Members of board, C-level, Senior Vice Presidents, Vice Presidents, Directors, and Heads of Departments fromĀ banking, telecommunications, pharmaceutical, aviation, real estate, hospitality, automotive, and retailindustries involved in:

  • Customer Experience
  • Customer Relations Management
  • Customer Loyalty & Retention
  • Loyalty Program
  • Customer Engagement
  • Customer Journey
  • Customer Excellence
  • Customer Development
  • Customer Satisfaction
  • Contact Centre
  • Customer Care
  • Customer Insights
  • Customer Service Operations
  • Customer Service Design & Delivery
  • Design and User Experience
  • Consumer & Innovation Strategies
  • Customer Experience & Process Management
  • Brand Performance
  • Customer Multichannel Engagement
  • Customer Value Management
  • Digital Experience/Digital Business
  • Digital Channels
  • Customer Information & Personalization
  • Quality & Customer Service Excellence

CASE STUDIES

PAST CASE STUDIES INCLUDE

CASE STUDY / DAY 1

Managing Customer Experience by Design

You can deliver customer satisfaction without driving a dedicated customer experience (CX) programme. Join this session with Thomas Reby, a Strategy Manager at Google, as he shows how a programme can be designed to focus on outcomes and intentionally deliver CX as a by-product of an overarching success model. Key topics covered:

  • Pick inputs/leading indicators with intent
  • Predict customer satisfaction
  • Merge sales and service and tracking success
  • Deliver an outcome-based experience

Thomas
REBY

Senior Strategy Manager

Samer
ESKANDARANI

GM, Customer Service Design and Delivery

CASE STUDY / DAY 1

Developing a Comprehensive E2E Customer Assurance Journey

The development of reaching a new improvement at the customer E2E journey.

  • Utilizing TM Forum assets when implementing a journey-centric process support system to reduce costs and risks in the implementation of systems, integration and procurement
  • Integrating VOC (Voice of the customer with the VOM (Voice of the Machine) with the VOT (Voice of field technician) for better operation efficiency and customer experience
  • Creating a smooth end to end process for the customers in services assurance across all customers segments
  • Increasing usability accessibility while, eliminating gaps and duplication in process flows
  • Developing a common language for use in all departments, systems, external partners and suppliers

CASE STUDY / DAY 2

Airline Journey Towards Personalization

Turkish Airlines flies to 120 countries which is more than any other airline. Having so diverse customer base and touch-points, recognizing customer and providing personalized services is a real challenge. In order to overcome this challenge, extensive data quality and probabilistic matching techniques have been utilized which enables the company to provide distinguished offers and services and loyalty acquisition.

  • Data quality and matching techniques in order to have golden records of customer data
  • Customer targeting and personalization
  • Customer analytics
  • Loyalty acquisition

Hakan
SOGUT

Head of CRM Systems

Marie-Helene
STRAUS

Chief Officer Consumer and Innovation Strategies

CASE STUDY / DAY 2

Loyalty Programs and Retention of the Customers
  • Building relationships with the customers
  • ELITE Program (for our VVIP customers)
  • Our new Loyalty program

STAY UPDATED FOR THE 2019 EDITION

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.

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