Event Speakers

Here’s a selection of the brightest names in branding that OnBrand will be hosting and boasting on October 10, 2020.

Registration and networking coffee

08:30 - 09:00 Networking area

Welcome remarks

09:00 - 09:05 Main conference area

Delivered by Dr. Fahad Al Twaijry, Director, Ejtemaat Events MENA LLC

Welcome & opening remarks from the Conference chairman

09:00 - 09:10 Main conference area

Keynote: Changing mindsets - The toughest leadership journey

09:10 - 09:30 Main Conference Area

The fast adoption of innovative technology combined with empathy and a focus on delivering incredible results has set a high bar in the minds of today’s consumers. Take examples such as Apple, AirBnB, Uber - these services have led to consumers having higher expectations in terms of benchmarking quality service. As mentioned above, simply having great technology or an excellent user interface isn't enough to make your company stand out from the others. Empowering your staff with the tools they need is also just as important!

SPEAKER:

Razan Al Mazroo, Innovation & Service Design Director, Digital Government Authority, KSA

Registration & networking

08:00 - 08:30 Networking Area

Signature programmes, in parallel:

- Customer Experience Foundation Certification (English)
- Customer Experience Foundation Certification (Arabic)
- Customer Service Foundation Certification
- Improv & Theatrical Methods in CX Design Workshop
- CX Story Workshop

CXSA Certified Customer Experience Foundation Programme (Available in English and Arabic)

9:15 - 16:30

1 Day programme
The Customer Experience and Service Association Middle East (CXSA) is delighted to offer the first customer centricity education certification, designed specifically for people and organisations in the Middle East.
The CXSA education series consists of 12 core competencies split into the following streams:

- Core skills covered in the Practitioner Certification
- Structural skills covered in the Masters Certification
- People skills covered in the Leaders Certification
- Executive support skills covered in the Champion Certification
- Extended skills covered in the Specialist Signature Series


The CXSA Foundation Certification is designed for:
- Practitioners who are already in customer centricity positions and want to gain an understanding of advanced next practice CX skills emerging.
- New entrants who need a road map through every competency necessary to creating a customer centric organization.

Foundation is a one day workshop aimed at orienting staff into the core components critical to building a customer-centric company, so change thinking and approaches are understood and supported. We recommend all staff in companies looking to become customer centric undertake this workshop.
The workshop gives delegates a Certified CX Foundation Qualification.
Delegates will also create their personal development roadmap to deliver against career aspirations.

Agenda includes the following topics
- Defining Customer Centricity versus Customer Experience
- Business impact with supporting case studies
- Core competencies for creating a customer centric company
- Best practice versus next practice
- Outcome based thinking
- Customer Journey Mapping
- VOC, Research and Insights
-Your role and roadmap


Arabic programme to be led by:
Nisreen Al Shami, Trainer, Gallup Coach, Facilitator, KSA

English programme to be led by:
Charles Bennett President & Founding Board Member, Customer Experience Service Association Middle East (CXSA)
Hassan Mohammad Chief Knowledge & Innovation Officer/Founding Board Member, CXSA Middle East

Certification by CXSA for all those who attend this workshop and complete the online assessment exercise based on a real world case study in the last 2 ½ hours of the workshop to gain your certification.

Event Schedule

Here’s a selection of the brightest names in branding that OnBrand will be hosting and boasting on October 10, 2020.

Registration and networking coffee

08:30 - 09:00 Networking area

Welcome remarks

09:00 - 09:05 Main conference area

Delivered by Dr. Fahad Al Twaijry, Director, Ejtemaat Events MENA LLC

Opening remarks: Can GCC become a customer centricity power house?

09:05 - 09:20 Main conference area

Welcome & opening remarks from the Conference chairman

09:00 - 09:10 Main conference area

Keynote: Changing mindsets - The toughest leadership journey

09:10 - 09:30 Main Conference Area

The fast adoption of innovative technology combined with empathy and a focus on delivering incredible results has set a high bar in the minds of today’s consumers. Take examples such as Apple, AirBnB, Uber - these services have led to consumers having higher expectations in terms of benchmarking quality service. As mentioned above, simply having great technology or an excellent user interface isn't enough to make your company stand out from the others. Empowering your staff with the tools they need is also just as important!

SPEAKER:

Razan Al Mazroo, Innovation & Service Design Director, Digital Government Authority, KSA

Keynote: Should the CEO be the ultimate champion for customer-centricity?

09:30 - 09:50 Main conference area

Rethinking customer-centricity in the new world

- Is Customer Experience the topmost discipline for high performing companies?
- What are the biggest challenges in becoming Customer Centric? How do you solve them?

SPEAKER:

Eng Rayyan Samman, Group Chief Experience Officer, Saudi German Hospitals, KSA

Registration & networking

08:00 - 08:30 Networking Area

Signature programmes, in parallel:

- Customer Experience Foundation Certification (English)
- Customer Experience Foundation Certification (Arabic)
- Customer Service Foundation Certification
- Improv & Theatrical Methods in CX Design Workshop
- CX Story Workshop

CXSA Certified Customer Experience Foundation Programme (Available in English and Arabic)

9:15 - 16:30

1 Day programme
The Customer Experience and Service Association Middle East (CXSA) is delighted to offer the first customer centricity education certification, designed specifically for people and organisations in the Middle East.
The CXSA education series consists of 12 core competencies split into the following streams:

- Core skills covered in the Practitioner Certification
- Structural skills covered in the Masters Certification
- People skills covered in the Leaders Certification
- Executive support skills covered in the Champion Certification
- Extended skills covered in the Specialist Signature Series


The CXSA Foundation Certification is designed for:
- Practitioners who are already in customer centricity positions and want to gain an understanding of advanced next practice CX skills emerging.
- New entrants who need a road map through every competency necessary to creating a customer centric organization.

Foundation is a one day workshop aimed at orienting staff into the core components critical to building a customer-centric company, so change thinking and approaches are understood and supported. We recommend all staff in companies looking to become customer centric undertake this workshop.
The workshop gives delegates a Certified CX Foundation Qualification.
Delegates will also create their personal development roadmap to deliver against career aspirations.

Agenda includes the following topics
- Defining Customer Centricity versus Customer Experience
- Business impact with supporting case studies
- Core competencies for creating a customer centric company
- Best practice versus next practice
- Outcome based thinking
- Customer Journey Mapping
- VOC, Research and Insights
-Your role and roadmap


Arabic programme to be led by:
Nisreen Al Shami, Trainer, Gallup Coach, Facilitator, KSA

English programme to be led by:
Charles Bennett President & Founding Board Member, Customer Experience Service Association Middle East (CXSA)
Hassan Mohammad Chief Knowledge & Innovation Officer/Founding Board Member, CXSA Middle East

Certification by CXSA for all those who attend this workshop and complete the online assessment exercise based on a real world case study in the last 2 ½ hours of the workshop to gain your certification.

CXSA Certified Customer Service Foundation Programme Delivering Customer Service for Practical and Significant Impact

09:15 - 16:30

1 Day programme
After one negative experience, 51% of customers will never do business with that company again. In U.S. alone companies lose more than $62 billion due to poor service.
Yet increasing customer retention rates by 5% increases profits up to 95%.

Good service is no longer enough - companies that want to succeed need to be outstanding and remain so - forever!

This premier Certified Customer Service Programme is designed to build on the latest thinking and techniques. It is inspirational and highly participative supported by wide range of examples and case studies.

Part 1
- Next Practice Foundations
- Practical Impact
- Real World Challenges
- Definitions

Part 2 - Competitive Environment
- Characteristics of High Performers
- Customer Service Strategies
- I.S.E.R.V.E. Customer Service Model
- 7 Step Customer Service Strategy

Part 3
- Building a Customer Service Culture
- Alignment to Customer Experience Strategy
- Goal Setting & Performance Measures
- Recruiting your team
- Tools & Techniques
- Building Authority & Influence
- Performance Feedback

Workshop led by: Raquel Perez Nolla, Founder of Culture of Excellent Service, Coach and Trainer, Spain
Certification by: CXSA for all those who attend this workshop and complete the online assessment and workshop case study exercises.