Customer Experience, Innovation, Leadership & Culture
This forum will discuss how regional corporate and government institutions can transform their organisations with the customer agenda being a primary driving force.
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The CXSA's first of its kind forum in the Middle East is dedicated to helping GCC business and government organisations to take advantage of the rapidly evolving opportunities the customer agenda offers.
Meet our professionals
President, Customer Experience Service Association Middle East (CXSA)
President of the Customer Experience and Service Association for the Middle East. Worked with companies such as Citibank, Nielsen and Microsoft to implement next practice customer experience strategies to compete and outperform competition.
Chairman CXPA & Chief Experience Office Experience Catalysts
Recent CEO of the Customer Experience Professional Association of global CX experts. Built and implemented highly successful customer strategies and roadmaps for numerous tier 1 corporates including AT&T Entertainment Group and Sysco.
Customer experience director, Activate Experience & Formerly Head CX Emirates Group
A customer experience pioneer and thought leader in the GCC region. Having worked as head of customer experience for Emirates and now working with globally recognized names such as Versace – Craig blends almost two decades experience in the GCC region both as a change practitioner and advisor to boards.
Motivational Speaker, Author and Board Advisor to Customer Experience Service Association Middle East (CXSA)
Successful business leader and serial entrepreneur. He took one of his companies with a highly experiential and innovative product in the ski industry from start-up to complete an IPO in the USA. His business was recognized as one of the top 100 fastest-growing profitable private companies in Great Britain by The Sunday Times Fast Track 100.
Global Gurus Top 10 Leadership Expert and Keynote Speaker, Nextten
Acknowledged top 20 global leadership expert having delivered more than 3 billion USD of change for organisations globally. He helps leaders implement change strategies and develop cultures that bring companies closer to their employees and customers.
CX & Quality Director Orange - Jordan, Jordan Telecom
Customer Experience & Quality Director for Orange Telecom in Jordan. The leading driver of customer centric change for Telecom in the country have created an award winning customer culture and operation from a standing start
Industry specific sessions to explore
the most important challenges in your sector
Please note all sessions will be held in English. Simultaneous translations in Arabic will be provided.
At the end of this workshop:
The customer has always an important part of the Middle East’s rapidly growing service culture – and its importance is increasing. Companies that are perceived to be in advance of their peers are perceived to have a powerful competitive advantage – customers talk about them, they spend more, they want to come back. This workshop is about advanced thinking and techniques – to consistently maintain that advantage.
Creating a genuine customer centric company is extremely challenging. One of the biggest challenges is how do you sell ideas to business as usual stakeholders who, whilst paying lip service to the customer agenda 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 change steps to be part of a change movement. This workshop equips change professionals with influence skills that dramatically impacts not only decisions and priorities but the critical momentum to get things done.
At the end of this workshop:
Defining success for your experience discipline takes more than voice of customer and metrics. It requires linkage to true financial impacts. Diane will cover key points of building the financial framework, share two case studies and provide frameworks and approaches you can use to build the financial impact story for your practice.
What distinguishes a great organization form an average one? There will be many opinions but a distinct and powerful company culture will always rank in the top three. Studies have shown that companies with a strong culture saw a 4 times increase in revenue growth. Being named the best place to work is associated with a 75% stock price jump. Yet despite this Deloitte found less than 20% of executives believed their company had the right culture. A culture focused, even obsessed, with the customer creates not only great service and experiences but fosters a path for innovation and sustained differentiation. This workshop, led by one of the worlds foremost leadership and culture development experts will codify how this can be achieved based on studies of more than 500 companies.
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Michael Lambert
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Michael Lambert
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Michael Lambert
Customer centricity is a topic that has been a focus in Europe and the USA for more than a decade.
Can the Middle East accelerate progress in this area relative to Europe and USA?
What are the opportunities? How can GCC companies become recognised as customer centricity leaders from a standing start and learn from the successes and failures or earlier adopters? There have certainly been plenty of both. Companies in less developed markets than the Middle East are demonstrating incredible results in a very short time and beating the established players in every category. How can GCC companies learn from this?
You will hear so often in conferences, case studies that explore great success stories and learning points. Can you learn? Sure but following these paths still leaves plenty of room for failure to
occur – and it does.
Failure teaches you more than success ever could. Failure builds you up.
Take a light hearted but hard hitting look at some of the biggest issues faced in the customer experience industry and learn about the pitfalls companies can avoid if they are to create a truly world class customer experience driven business.
The future is never fixed but what you do now will dramatically impact your success moving forward. We are likely to see more change in the next ten years than at any time since the industrial revolution.
Here from a group of futurists discussing possible scenarios for customer experience and get the opportunity to think through what this may mean for your business.
If we follow the best practice path and use the same tools and techniques, applied in the same way by people with by and large the same background – how can you make a significant difference? You can’t.
You have to make the customer agenda your own and create an approach that is innovative, different and delivering outcomes consistently in advance of your competition.
Where do you start? Or if you have already made progress, what do you do next? Super companies have mastered the world of customer innovation – why cant you? This key note gives a hard hitting overview of how to harness customer innovation and make it your own.
Listen to 2 teams debate this very important question in a vigorous but provocative way. Take the opportunity to ask questions, take a panellist to task or simply voice your opinion. At the end of the debate we will vote for the winner. This is a great opportunity to hear the arguments and gain valuable insight into rapidly evolving profession.
TBC
Chairman’s Opening Remarks
How to build a customer-centric company
Building on this morning’s keynote, all of this afternoon’s workshops look at moving beyond best practice into the realms of next practice.
Irrespective of whether you have started the process of becoming a true customer centric powerhouse and are looking to dramatically accelerate or just embarking on the CX transformation process, this workshop builds on the successes and failures of companies all over the world and codifies a winners formula. We explain why best practice is a strong starting point, but shouldn’t be your end goal and unveils how to structure and arrange the key building blocks in a way that results in an organization that has customer centricity baked into their DNA.
Chairman’s Opening Remarks
Customer Service is at the cornerstone of every service industry – and this is particularly important in the Middle East. Great Customer Service is critical to so many transactions and relationships yet very few companies regularly excel in this area. This session examines how to build a Customer obsessed service culture which consistently excels. Good service or even very good service is simply not good enough.
How do you build a service culture where your agents want to consistently go the extra mile without being asked? This session examines the psychology of motivation uncovering ideas which can benefit even the most sophisticated service organisations.
Let’s learn from stories around the industry and a speaker who has seen the good, bad and downright ugly for more than half a century. We all want to be service heroes right? Even the most dedicated can and do fall over – making sometimes horrifying mistakes. Here the stories and learn what to do differently.
Advanced Journey Mapping: Identifying Pain Points and Opportunities
How do you create a legendary customer experience? You take away the irritants PLUS innovate and surprise your customers with an experience that is better than expected. There’s no better way to uncover these tactics than by completing a Customer Journey Map. Often this can seem like an onerous and expensive task. It doesn’t have to be. In this fast-paced workshop, you’ll learn how to simply and efficiently run your own Customer Journey mapping session that will help you drive innovative solutions and also drive the waste out of your process. Filled with real case examples and hands-on exercise, participants will:
The role of technology in customer experience has dramatically accelerated. Artifical intelligence, block chain, chat bots, increasingly sophisticated methods of scraping and analysing data have all played a significant role in helping companies become more closely connected to their customers.
What roles will technology play in the next 3 to 5 years? Will outcomes and experiences significantly improve or is the human element in danger of being neglected. This is a hard hitting look at the role technology will be expected to play and what companies can do to stay abreast of latest developments and create that all important competitive advantage.
The customer agenda has always been a human discipline. The acceleration in technology advances has meant companies have become more and more reliant on technology.
Is this reliance actually helping or hindering the customer agenda? This session takes a look at how technology and the human aspects of CX can be aligned to create world class outcomes and experiences at every touchpoint.
According to studies, more than 80% of customer experience programmes underperform or fail. Why is this? What should companies do differently? How do you build a customer centric business that not only impacts the customer but positively impacts revenue, cost and service levels simultaneously?
According to studies, more than 80% of customer experience programmes underperform or fail. Why is this? What should companies do differently? How do you build a customer centric business that not only impacts the customer but positively impacts revenue, cost and service levels simultaneously?
Chairman’s Opening Remarks
Building executive alignment through financial impact
Rather than just head nods, we will talk about how to share the true impact of experience management with executives and leaders. Gain traction quickly by talking about revenue and costs rather than must metrics. Diane will share frameworks and tactical next steps to help you build your financial muscle.
Chairman’s opening remarks
Case studies and debate
Resolving the biggest Customer Service issues that Companies face. Each delegate will have the opportunity to vote for their preferred topics and our experts and thought leaders will discuss and debate the leading
5 topics (approx. 20 minutes each)
We will have 6 tables showcasing
the latest technology offerings in
the market. Each table will be
presenting and showcasing in
the context of solving real world
industry problems.
Delegates will have the the
opportunity to choose to listen to 4
showcases of 30 minutes each
over 2 hours
