Delegates will build upon the core principles learned on the first day of the workshop. The discussion on this day are equipped with new core skills that drive customer centric change:

• Gaining deep insight into customers wants and needs beyond what any Voice of Customer programme would deliver. Delegates take advantage of next practice outcome based thinking techniques that driven identification of opportunities beyond what even a customer is currently aware of
• Optimising existing workflow so all unnecessary cost and complexity are removed and alignment to enhanced customer outcomes - creating simultaneous revenue, cost and service impact
• Introduction to the latest principles in innovation and mastering techniques to think "out of the box" and create new revenue, cost and service impact simultaneously.

Topics Day 2 of 2

• Learn the principles of Design Thinking and moving from products to experiences
• Structure Voice of Customer Programmes for indepth and actionable insight
• Learn how data collection and analysis is prone to distortion and assess newer insight techniques
• Learn the principles of outcome based thinking and uncover ways of aligning to customer innovation
• Apply the techniques learnt in the workshop to create innovative an industry even if you have no previous experience

President & Founding Board Member, Customer Experience Service Association Middle East (CXSA)

Vice President, B2B Survey Implementation Team Leader at Wells Fargo, USA

Day 2: Agenda

Communicating and Managing Customer Expectation

• Understand different communication styles and how to align the right one to your customer
• Learn ways to create delight even in mundane situations
• Learn the 3 key steps to expectation management and understand how to apply them

Effective Handling of Complaints and Creating Extra Opportunity

• Understand why customers complain and the true opportunity which most companies and service specialists miss
• Learn the 5 step process to handle complaints brilliantly and almost every time
• What is the ongoing business opportunity and how to influence a complete attitude change
• Techniques to handle the most difficult customers and to avoid unpleasant situations

Advanced Telephone Skills

• Learn advanced principles of telephone communication
• How to build rapport quickly with your voice
• Understand the unspoken messages how to handle them
• Learn the principles that not only create a great outcome but a great experience also.

Body Language

• What body language signals are most critical for a great first impression?
• What gestures put customers at ease and let you establish rapport with them?
• How to spot the lies through body language

Learning How to Grow and Become Exceptional

• Understanding the opportunities and challenges that face service agents every day
• Building a strategy for continual growth
• Learn how companies can create a great culture and how you can contribute and influence its development and growth
• What are the opportunities for top performers and how do you ensure you maximise your opportunity?

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 after the workshop

Day 2 of 2

The GCC is fast becoming one of the leading regions in the world for healthcare. Patient experience is now recognised as the core differentiator and it has to be constantly applied to a rapidly evolving healthcare environment where new challenges that impact everything arise in a matter of weeks.

The Patient Experience Network is at the centre of innovating this critical area:

• Learn the opportunities that patient experience offers organisations in the GCC
• Assess the current state of the industry and benchmark how well healthcare is performing compared to patient expectations
• Understand the core methods, thinking and techniques that can be used to assess and improve patient experience
• Learn: 3 new concepts around patient experience design thinking which you can take back and directly apply to your own organisations.

Managing Director, Patient Experience Network

Head of Operations, Patient Experience Network

Certification by: CXSA & Patient Experience Network (PEN) for all those who attend this workshop and complete the online assessment after the workshop

Creating a Culture of Innovation in Government

• Understanding what innovation means in the government sector
• Core principles behind developing an innovation culture
• Thinking outside the box, practical application of innovation models
• Case studies of success and failure

Thought leadership: Meeting the expectation of the citizen as we undergo the transition from the information to customer age

• Understanding successful citizen outcomes and their evolution
• Creating a culture of customer obsession
• Where do you start? How do you do it? Ideas to stay ahead

Case study: How Dubai is building the most advanced smart city in the world

• Understanding the concept of smart city and its expected evolution
• Planning for a future that cannot be predicted
• How we did it - the Dubai Smart City Success Blueprint

Christopher Brooks, Managing Director Clientship, Founder of Customer Experience World Games, UK

Innovations are often thought of as the domain of the creative thinkers or gifted few who think differently. We all know the names and accomplishments of the most famous innovators. But did you know that these thinking patterns can be codified and learnt quite quickly and with often dramatic results. This premier workshop will not only change thinking patterns but equip the delegate with new techniques that will uncover new opportunities that are not yet identified by industry thinkers and practically implementable today.

How to create a customer strategy that drives financial benefit?

• Core principles
• Techniques
• Practical implications for implementation

Join us for thought provoking yet practical way to impact your organization by learning ways to create great experiences for your employees. We look to employees to deliver great experiences, yet we may miss the opportunity to create great experiences for them. We will discuss how to create and design their experiences which can drive positive change to how they deliver experiences to your customers and create internal business value. This session will:

• Learn-by-Doing with a virtual collaboration, hands-ons exercises
• Discuss how to craft a strategy to support the employee experience and engagement
• Understand the core concepts, practices and impact needed to define and design this critical part of your experience management discipline
• Learn some tools and techniques and discover creative ways to engage and enable employees
• Learn how to define and communicate the financial value and impact of employee experience

Chief Experience Officer at Experience Catalysts and Chairman Emeritus of Customer Experience Professionals Association

Virtual teams are now an integral part of our business life. Creating engagement and passion in groups who communicate primarily via electronic means is challenging but essential for companies looking to recover and thrive after the turbulence of 2020. Creating Engagement has never been harder or more important, in today's virtual world.

• Learn the ten core principles of virtual engagement
• Use the F.A.S.T.E.R leadership methodology to inspire teams, build their confidence and get the best out of them
• Learn how Focus and Accountability increases effectiveness, Simplicity and Transparency improve efficiencies, and Empowerment and Recognition creates highly engaged teams, that will impress your customers and deliver excellent service
• Apply new thinking to solve a real world problem faced by the majority of organisations today.

Leadership & Culture Development Author of F.A.S.T. and finalist for Management Book of the Year 2017 Top 50 Global Leadership Expert

Create winning organisations by making employee experience more game like:

• Develop gamification knowledge and understanding to motivate and engage employees Apply suitable gamification techniques to different employee segments
• Design a fun and engaging gamification framework tailored for your organisation
• Deliver high ROI on your Learning & Development programmes
• Win over senior management and your team to get stakeholder buy-in for gamification projects optimise gamification through exciting hands-on exercises, world-class case studies and best practice

Christopher Brooks, Managing Director Clientship, Founder of Customer Experience World Games, UK

The sector is facing the greatest pressure in its lifetime. Online shopping means fewer customers visit the mall and the impact of recent world events may mean visitor numbers will be curtailed considerably further. Despite this a percentage of companies will continue to grow and thrive. These companies will not compete using traditional approaches but they will innovate to create significantly improved outcomes and experiences

• Learn how the experience economy has benefited different retail organisations

• Understand the core principles of innovation and how reframing thinking patterns creates different views of a problem or opportunity

• Learn 3 key innovation techniques that every strategist or problem solver needs

• Apply new techniques into a real world case study and identify new ideas that traditional best practice would almost always miss

How we built the biggest centre of customer excellence in the telecom industry

Building a loveable bank - Do it consciously!

The story of how Budapest Bank - as a legacy company - wants to become the most customer centric culture in Hungary.

• Strategy: How to convince the CEO on strategic focus
• VOC: Define the top 10 customer needs with highest impact on customer satisfaction
• Measurement: Who are the `love branders` and how did we prove they are worth 50% more than the non-satisfied customers?
• Customer Journey management: Managing our key customer journeys to deliver the highest outcome?
• Governance: How did we make process the customer impact is as important as the business impact?
• Culture: How did we build a CX culture with 3000 employees to know about our vision and the main pillars of our CX program,?

Head of Customer Experience & Communications, Budapest Bank Zrt. Hungary

CX Senior Manager in Budapest Bank Zrt, Hungary

ex Head of Guest Experience - Al Salam Palace Museum, Kuwait

• Session 1: Applying predictive analytics that derive customer needs before customers even tell you
• Session 2: Chatbots - will they ever be a customer experience differentiator?
• Session 3: Platinum sponsor: Thought leadership or case study

Next Generation Journey Mapping Traditional best practice identifies and improves emotion at the touchpoints. Next generation approaches go considerably further and radically impacts revenue, cost and service simultaneously: Learn: How to quickly build journey maps which everybody in the organisation immediately understands Understand: How to define and improve customer outcomes and experience which the customer has not yet anticipated. Apply: A diagnostic process to identify cost, complexity and potential for failure that traditional methods miss Create: New journeys with significantly improved impact profiles

A look at how executives needs to set up and align their People/skills, Process, governance, IT, and incentive structures to enable the CX excellence in their organizations. This topic is more strategic and holistic and relevant to executives that want to build CX as true organizational capability not simply that of a traditional CX department. Organizations frequently forget that CX teams work in the broader organization and without the necessary organization-wide operating model the CX goals and objectives fall flat, even with the best CX experts onboard.
Key Topics:

• Learn the importance of customer experience in the digital economy
• Quantify the benefits of CX from a financial and customer perspective
• Define the link between CX and your brand values and promise
• Understand how to build a CX-ready organization: From a CX strategy to the operating model that delivers CX
• Create the next generation CX operating model: Agile in the age of digital
• Assess your CX readiness: the CX Maturity Mode
• Get Started with CX: Your first pilot
• Case study of a CX leader: Team project to review a real case study of a customer experience leader

Takeaways:

• A holistic understanding of the CX objectives, linkages with your brand and strategy, and building blocks of the CX operating model you need to have in place for success
• An assessment of your own organization using the CX Maturity Model assessment tool with clear gap analysis that you can translate into CX initiatives in your organization
• Methods for creating linkage between CX improvements and financial and customer results

Mohsen Malaki, Managing Partner, Synergy Consulting, UAE

The main goal of every executive is to provide sustainable business success. Executives intuitively see the alignment between the quality of customer experience and commercial results, but frequently they are numbers driven, and lack "bullet-proof" financial evidence that CX is vital for their business. Otherwise compelling CX initiatives are all too frequently taken by other priorities like efficiency improvement or cost cutting. The goal of this masterclass is to build strong financial evidence of the vital importance of CX for your business and create alignment between the goals of CX team and other key functions of the organization, including top management. Topics covered:

• Develop a framework to build business cases for customer and employee experience
• Align the goals of CX and other key functions within the organisation
• Knowledge bites/business cases mixed with intensive and interactive group work (20% theory, 80% practice)
• Practical implementation frameworks

Co-author of "Customer Experience" No 1 bestseller on Amazon

Experience Economy - Citizen Experience Governments are increasingly treating their citizens like customers as a means of creating happier, more satisfied and successful communities. This workshop assesses new initiatives that are arising and examines how new ideas can be implemented in an agile cost-effective way to make a sustained difference:

• Learn the emerging government trends arising in 2020 and the implications on current initiatives
• Understand new frameworks for assessing, prioritising and delivering new initiatives
• Learn 3 methods that are of most value to change practitioners
• Apply new thinking to a case study which we will apply in our breakout teams
• Understand key implementation considerations for application back into your work environment

Winning awards and the recognition it creates can significantly impact you and your company's reputation as well as enhancing your career. This workshop is not a replacement for delivering great CX but it is designed to help companies be justly recognised for the value they have delivered:

• Understand the ROI and business impact that recognition creates Learn how to showcase your capability in the best possible way for wards events Create strategies that enables your colleagues to understand the value CX is creating Learn approaches to benchmark your company so it has every opportunity to be recognised as performing amongst the worlds best

Creating customer-centric companies requires leaders and change practitioners that can communicate their messages to the highest levels. Giving presentations or keynote talks differs if you are in the corporate setting, or in a virtual environment. This workshop:

• Breaks down the different approaches required for delivering presentations and talks
• Gives you 4 key components of every great talk/presentation
• Explains content and structure for your talks
• Shows how to engage your audience
• Uncovers how different approaches to voice and language can be used effectively

Great storytellers engage, motivate and inspire others. We all know the good ones and we rarely forget them because of the impact they have on our everyday lives. Some of the greatest business leaders of our time are storytellers and it's one of the most powerful tools in the executive tool box. It's also vital in helping to create customer-centric companies:

• Understand how great storytelling can be applied to influence and inspire others
• Learn the 5 core building blocks of a great story which use you can use every time whether you are creating a 2 minute point or as part of a longer business conversations or indeed being on the conference podium
• Apply new thinking and techniques to create your own story to apply in whatever setting you choose to wow your audience

Broadcaster, Host of The After Dinner Show and Virtual Presentations Coach

How to sell complex ideas and create momentum? Creating a genuinely customer-centric company is extremely challenging. One of the biggest challenges is how to sell ideas to "business as usual" stakeholders who, pay lip service to the customer agenda whilst all too often prioritise their traditional service improvement initiatives.
The customer-centricity professional not only has to change mindsets, but to create raving fans who will proactively take steps to be part of a change movement. This workshop equips change professionals with influencing skills that dramatically impact not only decisions and priorities but create the critical momentum to change mindsets and get things done.

• Characteristics of the top 2% of highly influential people
• Key principles behind creating a movement for change
• Impact of highly influential people on organisations Key Principles
• The 7 principles of influence scientifically proven to be most effective
• Moving stakeholders to a "we want to buy mindset"
• Advanced qualification techniques that change mindsets
• Unpacking needs and beliefs and creating that vital connection
• Creating your own personal development roadmap

Serial entrepreneur taking companies from start-up to floatation, sales specialist, motivational speaker and author.

Accelerate results by unlocking your greatest asset - you.
Are you tired of watching others get the jobs, clients and opportunities that you want?
Do you want to have a thriving career where your reputation and results grow year after year?
Do you want to become a magnet for opportunity and advancement? Building Brand You will help you do just that.
You will:

• Go from being invisible to irresistible to peers, clients, supporters and stakeholders
• Move from being influenced to becoming an influencer
• Win the business and find the opportunities that are currently going to your peers and competitors
• Become laser-focused on your ideal target audience - the ones that will open up opportunities for you
• Define and articulate what you do in order to create clarity, influence and credibility with your audience
• Develop a plan of action that you can implement immediately.

This session will help you to:

• Create the framework to develop your own personal roadmap based on your goals & aspirations
• Equip you with tools, skills & ways of working to achieve results
• Build your mindset 'muscles', so you develop the resilience and courage to step forward & make change, now and in the future

Chief Customer & Strategy Officer, CXSA Middle East