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Customer Experience, Innovation, Leadership & Culture
The E3 digital conference 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 first of its kind forum in the Middle East which will feature over 30+ world class experts and thought leader who will be expanding on how businesses in the GCC and government organisations can 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.
CEO and Founder, Customer Experience Consultancy, UK
One of the most accomplished and experienced customer experienced trainers and advisors on customer experience change globally. Worked with more than 10,000 companies globally and across the GCC to help them define and implement customer strategies that work!
General Manager - Customer Experience Transformation - Africa, Middle East, India, and Turkey - Nissan Motor Co
Over the past few years, Hussein has worked with the likes of WPP and Publicis overseeing some of their largest regional clients (such as STC, Vodafone, Nokia, Visa and HSBC) and was fortunate enough to be recognized as a high potential leader by WPP being awarded the renowned ‘WPP Young High Potential Leaders' Award from Sir Martin Sorrell himself, as well as receiving regional awards from the likes of Gulf Marketing Review, which identified him as one of the 40 top marketing professionals in the region, and being voted by the Huffington Post as among the 10 people changing the marcomm landscape in the MENA region. Since working on the agency side, Hussein has transitioned to client side and worked with some fantastic brands in senior leadership roles (as detailed below). Hussein's core expertise lies in the Digital Marketing and Tech space, evolving over the years from a pure player marketeer. Starting his career with some of the worlds' greatest communication companies, today Hussein is the GM for Digital and CX Transformation with Nissan Motor Co. for Africa, Middle East, India and Turkey overseeing some of the most dramatic customer transformations the company has had to go through in recent times.
Chief of Strategy and Transformation C1, Ministry of Health, KSA
Healthcare industry leader with successful, & diversified experience of growing businesses, product & services brands and teams, developing & managing large Ops, new ventures, JVs, M&As & PPP in healthcare, pharmaceutical, healthcare consumer markets. Have led and managed large scale strategy and transformation programs, commercial ops, complex product & services portfolios, triple-line P&Ls and cross-functional teams. 22 years' of progressive & successful career in healthcare, pharma & healthcare consumer sectors across MENAP markets in cross-functional leadership roles. Have received numerous accolades including many new successful regional & global launches and achieving company and brand market leadership. Expert in leading large healthcare operational transformations with massive cost optimizations. Adept in dealing with the highest public offices, building global alliances & partnership and advising private sector corporate, owners and leaders.
CEO, Experience Catalysts & Chairman Emeritus, Customer Experience Professionals Asssociation, USA
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.
CEO at CCC
Mansour is currently the Chief Executive Officer at Contact Center Company. He comes with over 26 years of successful track record. His experience pans across various functions including Business Management, IT & Telecom and Customer Experience. Mansour has been associated with CCC since 2011. Prior to CCC, Mansour was associated with Saudi Telecom (STC) from 2001 till 2011 in varies leadership roles.
Since 2011, Mansour has been a key contributor for the significant growth of CCC since its inception. Mansour has been successful in growing the companys revenue from a modest beginning to over $130+ Million.
Prior to STC, Mansour had worked with various organizations including Royal Saudi Air Force, International system Engineering etc.
A Post-graduate in Computer Information System from Florida institute of technology, Florida, USA, Mansour has multiple professional training from well known & reputed business institutes across topics like Digital transformation, Leadership, Finance, Innovation and Creative thinking etc.
Broadcaster and Host of The After Dinner Show
Charles BennettPresident & Founding Board Member, Customer Experience Service Association Middle East (CXSA)
Balancing the need for operational efficiency with the desire to deliver an exceptional customer experience is a tall order for all organizations and a tightrope act for CX departments. The unique circumstances of 2020 have made this balancing act even more precarious. Survival instincts can drive even the most customer-centric organizations to make short term financial decisions that have potential long-term ramifications to customer loyalty and retention.
More than ever before, VoC programs have an important role to play in illustrating the need for balancing the customer perspective with traditional operating metrics. But the power of the customer voice needs to be channeled in the right way to be heard above the operational clamor for efficiency, especially in a period of crisis. In this session, Raj Sivasubramanian will share some tactics on how VoC programs can help their organizations find the right balance to ensure that short term decisions are made with long term customer loyalty in mind.
Raj SivasubramanianCustomer Experience Leader & VOC Program Manager at AirBnB
(This session can not be recorded)
Panel discussion: Energetic debate:
Should an organization be truly customer-centric?
Matt Watkinson
CEO & Co-founder Methodical, Board Advisor, Author 10 Principles behind Great Customer Experiences & The Grid
Qaalfa Dibeehi
Dean of the Customer Experience Leadership Institute (School of great moments) Majid al Futtaim
Steven Walden
Customer Experience & Continuous Improvement Manager, Motor Insurers' Bureau (MIB) UK,
CX Design, VOC and UX Insights expert
Author of Customer Experience Management Rebooted.
Adrian Swinscoe
Customer Experience & Service - Board Advisor, Forbes Contributor, Keynote Speaker & Author
Moderated by:
Charles Bennett
President & Founding Board Member, Customer Experience Service Association Middle East (CXSA)
Explore the power of Customer Journey Maps in the context of current Digital Marketing strategies powered by Customer Data Platforms
Thomas BenaroyaWinnovate Program Lead, SAP
Copying CX models from other parts of the world is not the answer. Customer experience 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 to such a degree it can outperform Europe and USA? If yes, what should we do differently? This keynote delivered by one of the most experienced change practitioners in the GCC examines 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 of others? 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. We will explore how GCC companies learn from this.
Craig LeeCX Strategy & Transformation, Customer Experience Group
Patient Experience and MoH Chief Strategy and Transformation Officer - Ministry of Health C1 (KSA)
Muneera Al SunaidCustomer Excellence Head - CCHI - Saudi Council for Cooperative Health Insurance
Hassan MohammadChief Knowledge and Innovation Officer and Founding Board Member, CXSA Middle East
Louise BluntHead of Operations, PEN - Patient Experience Network
Moderated by
Ruth Evans, MBE - PEN, Patient Experience Network
Special Announcement - 15 minutes Dr Tahir Hussain, CXSA and PEN
Customer experience has become a hot topic in business over the last few years. Customers are in control. We are told: we need to delight them or they will destroy us. It is no surprise then that businesses all over the world over have become obsessed with the notion of customer-centricity. They have created customer experience teams and endowed them with generous budgets. Some have even appointed Chief Customer Officers.
Yet many of these initiatives are not leading to improvements customers notice, many are not translating into tangible business results, and demonstrating a clear return on investment remains a major challenge. In this lively talk, Matt Watkinson, an internationally renowned author, speaker and consultant on customer experience and strategy, explains why reality is not living up to the promise, and what we can do about it.
CEO & Co-founder Methodical, Board Advisor, Author 10 Principles behind Great Customer Experiences & The Grid
VERINT - 90 minutes
The future of work: The Critical Building Blocks for succeeding in a post COVID-19 World
Regional Director EMEA XM Solutions, Verint
Understanding the Status Quo as a basis for future improvements - the Role of Assessments in Customer Centricity
Most CX initiatives are launched to improve an organizations ability to create great customer experiences. But, in order to effectively improve, a solid qualitative and quantitative assessment of the status quo is required. The Customer Institute Customer Centricity Assessment is a comprehensive method to perform such an assessment. It is available to consultants and organizations around the globe to use. In this session you will learn:
President, Customer Institute, Germany
Setting up the CX-ready organization /operating model
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:
Takeaways:
Managing Partner, Synergy Consulting, UAE
The role of customer experience in digital transformation (including references to the healthcare and insurance industry)
This Masterclass will focus on:
Customer Experience & Continuous Improvement Manager, Motor Insurers' Bureau (MIB) UK, CX Design, VOC and UX Insights expert Author of Customer Experience Management Rebooted.
Let us not save the next Billion Users!
With a billion people set to come online for the first time in the 18 months, the entire landscape of the internet, and how it’s used is set to transform. Technology and design firms around the world have been working on understanding and developing products for these users – often referring to them as the Next Billion Users.
However, I believe that if we are to design products and services that work in this ever-evolving technological landscape, we need to reframe how we look at, and design for, the Next Billion Users. I will speak about why our current framing is problematic; how we can change it; and how that can help us design experiences
Head of Service Design - Ideate Innovation
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:
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:
Broadcaster, Host of The After Dinner Show and Virtual Presentations Coach
Customer Experience World Games - GCC Launch
For the first time, we bring the Customer Experience World GamesTM to the GCC. Launched in response to Covid-19, Limetropy brought the global CX community together to positively compete in teams to solve real challenges for real organisations looking for ways to improve experiences for their customers, employees, communities, and society in general. The Customer Experience World Games (CXWG) were created. Each team tackled a series of CX challenges judged by a panel of world-class experts who assessed the entries to find winners. All entries were passed to those who proposed them to help them make a difference to their customers.
Following the success, the spirit of the games lives in. We are bringing the games to you at the GCC to test your CX skills in teams to solve a real challenge for a needy cause, to be announced at the Customer Experience World Games.
Take the opportunity to network and collaborate with peers in teams, learn new ideas and compete to win as you take on a CXWG challenge proposed specifically for GCC delegates.
Win or lose, you get to take back all ideas which will prove useful for you to pass on. Take the CXWG challenge and discover how your CX skills can make a real difference.
MD Clientship CX & Limetropy Founder of the Customer Experience World Games
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Quality of life correlates to the quality of government services and policies. Citizen Experience explores how to improve public sector using the power of design and innovation
In this masterclass, Public sector leaders, and CX practitioners will learn how to apply various design practices to introduce better policies, services, and strategies to transform into an innovative government
Topics covered:
Managing Partner, Innovation Design, TAMx Studio
Session 1
Creating a customer-centric company is not enough, it never has been. Get you and your company recognized and accelerate P&L impact
So many great things happen in companies that go unnoticed. Unnoticed by the workforce, unnoticed by the customers, unnoticed by the CEO. The impact of silo driven structures and disjointed communication processes means great progress often goes unregistered.
If customers are not aware of experiential improvement then they cannot react. The experience you create is effectively your brand promise and it needs to be recognized. Thats before you even begin to look at the effects on employee engagement that internal recognition can have on your organisation.
This session explores methods companies can use to accelerate customer awareness in a believable and compelling way in a world where traditional marketing communication is not effective enough.
Great experience plus Accelerated Recognition = Fast Track to Great Results!
Session 2
The Science and Process of winning awards.
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:
Mark Hamill, Chief Executive Officer, ARCET Global
Richard Kennedy, Chief Operating Officer, ARCET Global
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:
Co-author of "Customer Experience" No 1 bestseller on Amazon
