8th Annual CEM & Customer Loyalty MENA Summit

9 – 10 November 2021 | Dubai / Online

PAST SPEAKERS

SEE THE PREVIOUS SPEAKERS & CASE STUDIES

Nikhil B KRISHNAN

Head of CRM and Contact Centre

Nadim GHRAYEB

General Manager – Marketing, PR & CX International Markets

Mohammed ALBATLI

Head of Customer Loyalty and Engagement

Antonio RICCIARDI

SVP Consumer Intelligence & Engagement

Shadi ALSWAIRKI

Head of Hospital Services

CONFERENCE TOPICS 2021

LOOK AT THE TOPICS THAT WERE DISCUSSED

  • Building your customer journey: From the first contact to a happy & loyal customer
  • Millennials and Boomers: How to connect with these generations?
  • Why most companies struggle to meet the expectations of their customers?
  • Customer centricity: Create a great, customer-centric company by regular communication with the customers
  • The impact of COVID-19: “Offline” person-to-person experience as the next horizon for personalisation?
  • Understanding the differences between omnichannel and multichannel – How to identify the right approach for your company?
  • The three E’s: Enablement, Enticement, Enrichment: How can we foster them?
  • The rules of building customer loyalty and retention
  • What challenges will the field face in 2022?

Designed for

Members of board, C-level, Senior/Global Vice Presidents, Directors, Heads of departments from retail, banking, telecom, pharma, hospitality, automotive, chemical, and aviation involved in:

  • Customer Value Management
  • Customer Relationship Management (CRM)
  • Customer Loyalty
  • Loyalty Program
  • Brand Loyalty
  • Loyalty Partnerships
  • Rewards and Loyalty
  • Brand Management and Performance
  • Customer-Centric Culture
  • Customer Care
  • Customer Excellence
  • Customer Operations
  • Customer Analytics
  • Customer Retention
  • Customer Centricity
  • Customer Insights
  • Customer Engagement
  • User Experience
  • Customer Experience
  • Digital Transformation
  • Digital Marketing
  • Contact Centres

Nadim GHRAYEB

General Manager – Marketing, PR & CX International Markets

CASE STUDY / DAY 1

Creating Authentic Connections Across Generations

There are vast differences between the generations: Boomers, Gen X, Millenials and Gen Z; can you adapt your marketing approach to appeal to all target audiences, or is the best approach finding common ground?

  • Having a deep understanding of your brand and how each generation relates to it
  • Knowing your products and their USPs by generation
  • Identifying generational differences and applying them strategically
  • Seeking perfect harmony
CASE STUDY / DAY 1

The Customer Journey: From the First Contact to Becoming a Happy & Loyal Customer

Customer experience is the perception/feeling of the customer when he/she interacts with the brand/service. Loyalty of the customer has a direct relation with the multiple touch points through which customer goes through during the life cycle of the product/service. A higher loyalty means higher retention and thereby higher profitability. The above-mentioned points cement the fact that a well-designed customer journey is a strategic business goal which any customer-oriented organisation must dwell into. The vision, mission and the core values of the organisation must reflect in the ethos of customer journey.

  • Create seamless and hassle-free customer touch points
  • Wow factor in the overall customer experience & creating legendary moments in the customer journey
  • Developing customer-centric mindset among the employees and promoting customer first philosophy
  • Intelligent utilisation of data and technology to make exceptional customer journey
  • How the digitalisation is impacting on the customer experience

Nikhil B KRISHNAN

Head of CRM and Contact Centre

Antonio RICCIARDI

SVP Consumer Intelligence & Engagement

CASE STUDY / DAY 2

Driving Engagement at Scale Through Personalisation – A Case Based on Smiles

Engagement is the real oil to drive long-term loyalty and customer advocacy. The ability of using data and customer insights is essential to drive engagement and provides enhanced opportunities to monetise further. To unlock real customer advocacy, loyalty platforms need to move from being protective to a proactive approach to empower their members with endless opportunities to extract value from the programs.

  • What is the future of loyalty and engagement programs?
  • The power of customer insights and big data
  • Building engagement by empowering customers
  • The path to customer’s advocacy
CASE STUDY / DAY 2

The New Rules of Building Customer Loyalty and Retention

Want your customers to stick to you like glue? Today it takes more than a coupon.

  • Reasons to double-down on customer loyalty
  • How strong is the customers’ tendency to select one brand over the competition?
  • Through what tactics can the customer lifetime value and loyalty be increased?
  • Customer retention strategies that work
  • The step-by-step guide to nurture business customer loyalty

Mohammed ALBATLI

Head of Customer Loyalty and Engagement

Shadi ALSWAIRKI

Head of Hospital Services

CASE STUDY / DAY 2

Customer Centricity

Customer centricity means putting the customer first and at the center of everything that you do. Being customer-centric entails more than just saying the customer is top-of-mind. It is about truly understanding the customer, so you can anticipate their wants, needs and communication preferences, create meaningful experiences, and build lasting relationships with them. And that is easier said than done.

  • What is customer experience?
  • What is customer centricity?
  • Why is customer centricity important to your business and brand?
  • Common challenges businesses face getting to customer centricity
  • How to overcome the barriers to customer centricity

SPONSORS

Excellent event, great knowledge. I really liked the variety of industries and experiences shared

- GM - Customer Satisfaction at Nikon

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