11th Annual CEM and Customer
Loyalty
MENA Summit

Past Speakers

SEE THE PREVIOUS SPEAKERS & CASE STUDIES

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Mohamed Ibrahim

Director Customer Excellence

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.

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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.

Anand Venkatasamy

VP Customer Base Management & Partnerships

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.

Show More

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.

Rowaida Khedr

Associate Director – Customer Experience & Market Insights

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.

Show More

Sagarika Nayak

Director – Customer Success & VOC

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.

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.

Show More

Yasemin Koc

Vice President of CX

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.

Show More
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Mohamed Ibrahim

Director Customer Excellence

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.

Show More

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.

11

Anand Venkatasamy

VP Customer Base Management & Partnerships

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.

Show More

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.

44

Rowaida Khedr

Associate Director – Customer Experience & Market Insights

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.

Show More
66

Sagarika Nayak

Director – Customer Success & VOC

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.

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.

Show More
55

Yasemin Koc

Vice President of CX

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.

Show More

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

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Testimonials

What our users say about our conferences

Excellent event, great knowledge. I really liked the variety of industries and experiences shared.
Nikon
GM – Customer Satisfaction
Very interactive and a great platform to learn from other people’s success.
Amazon
General Manager – MENA Customer Service
I loved and enjoyed it a lot! I gained a lot of useful information that may help me in my work life.
Accor Hotels
Director of Loyalty
Very informative with opportunities to interact with different industries.
Riyad Bank
Senior Vice President – Customer Experience

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