SPEAKERS

SAMPLE OF KEYNOTE SPEAKERS AND THEIR CASE STUDIES

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

SUMMIT WILL HOST SPEAKERS FROM THE WORLD’S LEADING COMPANIES

Nikhil B KRISHNAN

Head of CRM and Contact Centre

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

Nadim GHRAYEB

General Manager – Marketing, PR & CX International Markets

CASE STUDY DAY 2

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

Mohammed ALBATLI

Head of Customer Loyalty and Engagement

CASE STUDY DAY 1

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

Antonio RICCIARDI

SVP Consumer Intelligence & Engagement

CASE STUDY DAY 1

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

Baycan KACAN

Director Corporate & Residential Sales, Customer Experience and Digital Transformation

CASE STUDY DAY 2

Post-Pandemic CX Era: Needs & New Adaptions

Customer needs & demands have changed after the pandemic. The world went online, customer used more data; became more impatient, had to stay home due to lockdowns. Companies have to define well the new normal and new CX strategies need to be implemented. Digitalisation is one of the new CX approach. Omnichannel customer experience matters more than ever. Customer journeys should be redesigned taking into account the customer centricity and contactlessness. New technologies such as AI and RPA should be blended with traditional VoC methods in order to increase customer satisfaction and decrease complaints.

• Digital transformation
• Omnichannel approach
• Customer-centric & contactless journeys
• New techs; AI, RPA examples
• VoC programme examples

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

Very informative with opportunities to interact with different industries

Senior Vice President – Customer Experience at Riyad Bank

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