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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
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.
Digital and CX Consultant, Former Chief Customer Experience Officer, Riyadh Bank, KSA
As Chief Customer Experience Officer at Riyad Bank, Peter led a business transformation programme to drive customer-centricity across the retail bank. He was responsible for defining the customer experience strategy across all channels and working within the C-Suite to drive CX transformational change and digital innovation. As part of this work, Peter implemented a state-of-the-art Customer Experience & Innovation Laboratory - the first bank in the region to do so. Peter is currently providing consulting expertise to several leading Saudi institutions; helping them to build better solutions for customers whilst driving digital transformation.
Kym Hamer
Founding Board Member / Chief Customer & Strategy Officer, CXSA Middle East
Jeremy Nicholas, Broadcaster and Host of The After Dinner Show
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 Practitioner Certification is designed for:
Agenda Topics
President & Founding Board Member, Customer Experience Service Association Middle East (CXSA)
Edward HobartVice President, B2B Survey Implementation Team Leader at Wells Fargo, USA
Certification by for all those who attend this workshop and complete the online assessment exercise based on a real world case study in the last 2.5 hours of the workshop to gain your certification.
Day 1 of 2:
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.
Principles of Outstanding Customer Service
Introduction to the I.S.E.R.V.E. Methodology
Phsychology of Customer Behaviour
Advanced Questioning Techniques
Building and Maintaining the Right Attitude Even in Difficult Situations
Applying Customer Service Principles to Different Settings
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
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.
Patient Experience Network
Ruth Evans MBE, Managing Director, Patient Experience Network
Louise Blunt, Head of Operations, Patient Experience Network
Certification by CXSA & Patient Experience Network for all those who attend this workshop and complete the online assessment after the workshop
Foundation is a 1 day workshop aimed at orientating 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 Level Foundation Qualification.
Delegates will also create their personal development roadmap to deliver against career aspirations.
Fundamentals
Agenda Topics
Definitions and core principles
Introduction to each core competency:
Chief Knowledge & Innovation Officer/Founding Board Member, Customer Experience Service Association Middle East (CXSA)
Certification by CXSA for all those who attend this workshop plus complete the online assessment after the workshop
Executive Vice President - Strategy, Customer Experience Service Association Middle East (CXSA)
Jeremy NicholasBroadcaster and Host of The After Dinner Show
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:
Topics Day 2 of 2
President & Founding Board Member, Customer Experience Service Association Middle East (CXSA)
Edward HobartVice President, B2B Survey Implementation Team Leader at Wells Fargo, USA
Day 2: Agenda
Communicating and Managing Customer Expectation
Effective Handling of Complaints and Creating Extra Opportunity
Advanced Telephone Skills
Body Language
Learning How to Grow and Become Exceptional
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:
Managing Director, Patient Experience Network
Louise BluntHead 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
Thought leadership: Meeting the expectation of the citizen as we undergo the transition from the information to customer age
Case study: How Dubai is building the most advanced smart city in the world
President & Founding Board Member, Customer Experience Service Association Middle East (CXSA)
Jeremy NicholasBroadcaster and Host of The After Dinner Show
In the last 5 years Customer Experience has become centre stage as the strategy of choice for many companies. Studies have shown that the best have dominated and changed their industry, ripping up the profit first doctrines that has dominated 21st century capitalism.
Despite early promise, many companies have simply not attained anything like the expected results and in the eyes of many CX has foundered.
Is this true? Or have these companies made key mistakes?
This provocative keynote delivered by one of the most experienced practitioners and coaches in the industry places the industry under the microscope and examines what we are going to need to do differently to make CX V2.0 the roaring success it always promised.
CEO and Founder, Customer Experience Consultancy, UK
We are likely to see more change in the next ten years than at any time since the industrial revolution. Is Customer Experience keeping up? Is it going in the right direction? What should we do differently? Hear from a group of experts discussing possible scenarios for customer experience and think through what this may mean for your business performance.
MR. Abdulaziz Alshamsan, Executive Director General - CX and Corporate Communication, Ministry of HR & Social Development, KSA
Faran Niaz, Founder and CEO, CX Future and former SVP Global Head of Service Quality and CX, Abu Dhabi Islamic Bank, UAE
Edward Hobart, CX Leader, Wells Fargo, USA
Simon O Donnell, Global Retail Experience Specialist
Seham Elbehissy, General Manager Digital & Connected Cars, RENAULT MIDDLE EAST
Ahmed Maher Yousef, Managing Partner, Businessway CX World, KSA
Moderated by:
Kym Hamer, Chief Customer & Strategy Officer / Founding Board Member, Customer Experience Service Association Middle East (CXSA)
The automobile industry is under significantly increased pressure in 2020. Social energy initiatives are forcing companies to redesign everything and modern transport is going to change more in the next ten years than at any time since Henry Ford introduced the world to mass production.
The customer is going to be centre stage in the co-creation of the automotive company of tomorrow. Nissan in the UAE has been centre stage in designing implementing a customer centric strategy that is 180 degrees different form the car manufactures of yesteryear.
General Manager - Digital and CX Transformation, Nissan Middle East, Turkey, India and Africa
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 a rapidly evolving profession.
Mohsen Malaki, Director, Synergy Consulting, UAE
Ian DSouza, Manager Quality Assurance, Emirates NBD, UAE
Majed Al Bahiti, Head of Marketing, Tawuniya, KSA (TBC)
Ehsan Bin Abdullah - Head of CX, Al Rajhi Takaful, USA
Stefan Osthaus, President, Customer Institute, Germany
Hussein Dajani, General Manager - Digital and CX Transformation, Nissan Middle East, Turkey, India and Africa
How can you set your CX Initiative apart? Get acknowledged for the good work you are doing!
Organizations everywhere need to trust the trainings, tools, and methods applied while improving their customer centricity. The Customer Institute certifications of individual tools or complete programs help to create such trust and provide a solid foundation for every customer centricity initiative.
In this session you will learn:
President, Customer Institute, Germany
1. The role of CX as a transformational enabler:
2. Where to start: In an organisation with low CX maturity, the CX vision will almost certainly exceed the skills base
3. Need to focus on Employee Experience
4. Fix the basics vs holistic redesign of CX
5. Aligning Brand Values to Customer Experience
Former Chief Customer Experience Officer, Riyadh Bank, KSA
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.
Christopher BrooksManaging Director Clientship, Founder of Customer Experience World Games, UK
How do you build a Voice of Customer Programme and create insight that makes a critical difference?
How to develop and deliver an amazing customer experience in an unpredictable world?
The fight to achieve a market-leading customer experience is increasingly feeling like a maelstrom and firms are struggling to keep up. The impact of the pandemic, competition, disruption, artificial intelligence, automation, big data, omni-channel, personalisation, behavioural science, privacy, ROI challenges.... these are only some of the issues that firms are wrestling with. In a punchy and colourful way, Adrian will explore some of challenges businesses face, what they can do to surmount them, how they should approach these challenges as they look to grow and what they should be focusing on to help them develop and deliver the market leading customer experience that they desire.
This interactive masterclass will brief attendees on the key issues, share a number of market leading case studies, provide an overview of the key challenges and success factors and help identify key areas where their businesses should invest if they are to improve their overall customer experience as well as striking the right balance between their digital CX solutions and the human touch.
Customer Experience & Service - Board Advisor, Forbes Contributor, Keynote Speaker & Author
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:
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.
Leadership & Culture Development Author of F.A.S.T. and finalist for Management Book of the Year 2017 Top 50 Global Leadership Expert
Details to be added
Matt WatkinsonCEO & Co-founder Methodical, Board Advisor, Author 10 Principles behind Great Customer Experiences & The Grid
Implementing Human Centered service designed in government is more complex because it provides thousands of services to millions of various segments of the community. Therefore, this master class will provide a practical service design model and framework that fits the government sector. The main key deliverable:
ex-Director of Government Service Development, Ministry of Cabinet Affairs UAE & CEO, Mirradical Consultancy and Training
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
Session 1. Patient Experience beyond 2020
Dr. Tahir HussainChief of Strategy and Transformation C1, Ministry of Health, KSA
Session 2: Insights into Action
Ruth Evans MBE, Managing Director, Patient Experience Network, UK Louise Blunt, Head of Operations, Patient Experience Network, UK
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.
Head of Customer Experience & Communications, Budapest Bank Zrt. Hungary
Andrea Hanyecz CCXP,CX Senior Manager in Budapest Bank Zrt, Hungary
ex Head of Guest Experience - Al Salam Palace Museum, Kuwait
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 Director at Activate Experience. CX Leader at Versace, Formerly Head CX Emirates Group
Statistics and experience show it has not lived up to its initial promise? Was the business world sold a dummy? If not what should we do differently? This session is a no holds barred analysis of the profession debated by practitioners at the very top of their game.
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 organization’s 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
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:
Takeaways:
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:
Co-author of "Customer Experience" No 1 bestseller on Amazon
Awaiting content Hany Mokhtar SVP & Head of Customer Experience Mobily CX Master Steven Walden Customer Experience Designer, VoC & UX Insights expert, Agile / Cynefin, Qualified Paralegal (A.NALP), Author & Speaker
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:
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
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.
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:
This session will help you to:
Chief Customer & Strategy Officer, CXSA Middle East
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