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7TH ANNUAL CEM AND CUSTOMER LOYALTY MENA SUMMIT

3 - 4 NOVEMBER 2020 | ONLINE
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PAST SPEAKERS

SEE THE PREVIOUS SPEAKERS & CASE STUDIES

Vikram
KRISHNA

Executive Vice President, Head of Group Marketing & Customer Experience

Hussein M.
DAJANI

General Manager – Digital and CX Transformation

Cagdas
SECKIN

Business Excellence Director, India, Middle East & Africa

Asim
Al-ZADJALI

Global Strategy Director

Seham
El BEHISSY

General Manager Digital & Connected Cars

Moayad
Al MOSHAWAH

Head of Insights – Customer Experience

CONFERENCE TOPICS 2020

LOOK AT THE TOPICS THAT WERE DISCUSSED

  • Vitamin E: The Empowered Employee
  • Shifting the Customer-Brand Relationships in the Mobile-First World
  • Building a Customer-Centric Brand
  • Developing a Customer-Centric Culture
  • Customer Experience Measurements & Insights
  • Why Do Shared Values Matter for Building Loyalty?
  • Digital Omnichannel as the Next Word in Customer Experience

DESIGNED FOR

Members of board, C-level, Senior/Global Vice Presidents, Directors, Heads of departments from retail, telecommunication, banking, automotive, aviation, hospitality, pharmaceutical industries involved in:

  • Customer Loyalty
  • Loyalty Program
  • Customer Retention
  • Churn prevention
  • Brand Loyalty
  • Brand Management and Performance
  • Customer-centric culture
  • Loyalty Partnerships
  • Rewards and Loyalty
  • Customer Care
  • Customer Excellence
  • Customer Value Management
  • Customer Relationship Management (CRM)
  • Customer Operations
  • Customer Analytics
  • Customer Centricity
  • Customer Insights
  • Customer Engagement
  • User Experience
  • Customer Experience
  • Digital Transformation
  • Digital Marketing
  • Head of Partnerships
  • Contact Centres

CASE STUDIES

PAST CASE STUDIES INCLUDE

CASE STUDY / DAY 1

Developing a Customer-Centric Culture

It is your customers who are running the show; if there are no customer for what you produce or offer, there is no point in running the business. Customers rightly expect you to care about their problems, work hard on creating products that make their life easier, and staying alert in resolving any bottleneck in their path to success. A customer-centric organisation is where every process starts and ends with customer satisfaction in mind. It is a culture, not an event.

  • Learning how to analyse the customer journey as a real estate developer and community manager
  • Building the right metrics and implementing effective tools for gauging customer perception
  • Developing corporate engagement strategy for driving customer-centric culture

Asim
AL-ZADJALI

Vice President Customer Experience

Cagdas
SECKIN

Business Excellence Director, India, Middle East & Africa

CASE STUDY / DAY 1

Recovery or Reform? Shaping the Next “Normal” in Customer Engagement Post COVID-19

As we are experiencing a global pandemic that is impacting people’s lives as well as economies, it is important to look ahead and define the next normal as the customer behaviour is highly disrupted and the new ways of engagement will be needed. The companies who are more “resilient” in this phase will potentially survive after the crisis but in the long-long run, the ones who foresee, plan and act on the new expectations will be leading the industries – either globally or locally.

  • The changing consumer behaviour
  • The next normal: Highlights from the healthcare industry
  • Developing new ways of working with our customers
  • Loyal customers: Deep dive on how to maintain trust
  • Best practice & discussion

CASE STUDY / DAY 2

Building a Customer-Centric Brand

Clearly, things are endlessly evolving, which means companies need to keep finding innovative ways to meet their customers’ every need. Keeping this in mind, the speaker will talk about how customer experience innovation is changing business practices to meet customers’ changing perspectives. The remarkable growth they are seeing in the customer-centricity right now is only slated to progress even more in the upcoming decade, creating new opportunities for companies to grow. The sooner companies realise that it is the customers who in reality are the heroes and begin catering to their solicited and unsolicited needs, the better chance they have at building a brand that creates a lasting and sustainable impact.

Hussein M.
DAJANI

General Manager – Digital and CX Transformation

Vikram
KRISHNA

Executive Vice President, Head of Group Marketing & Customer Experience

CASE STUDY / DAY 2

Vitamin E: The Empowered Employee

Employees are the heart of any organisation’s customer experience. How does empowered staff impact the perception of your brand in your customer’s eyes? What can leaders do to make employees deliver a sustainable customer experience?

STAY UPDATED FOR THE 2021 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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