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About Us

The E3 CX Conference is a 3-day event bringing together CX experts and industry leaders from the region and beyond to connect, build relationships and discuss the most important topic currently faced in the CX world.

Contact Info

UX DESIGN
CONFERENCE

24-26 December 2020

Gotham Hall, Broadway

Why Attend Event

Here’s a selection of the brightest names in branding that OnBrand will be
hosting and boasting on October 10, 2019.

Networking

How you transform your business technology, consumer, habits industry dynamic

Mentor Program

How you transform your business technology, consumer, habits industry dynamic

Day Meetup

How you transform your business technology, consumer, habits industry dynamic

# Overview

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Event Schedule

Here’s a selection of the brightest names in branding that OnBrand will be
hosting and boasting on October 10, 2019.

Registration and networking coffee

08:30 - 08:55 Networking area

Welcome remarks

08:55 - 09:00 Main conference area

Conference Chairman: Dr. Fahad Al Twaijry -Director, Ejtemaat Events, KSA

Customer Experience in GOSI

09:00 - 09:20 Main conference area

SPEAKER:

Abdullah M. Albahouth, General Manager of Insurance Excellence, General Organization for Social Insurance, KSA

Introductory Keynote

09:20 - 09:30 Main conference area

Introducing the conference theme: Making customer centricity your business game changer

SPEAKER:
Charles Bennett
President & Founding Board Member, Customer Experience Service Association Middle East (CXSA)

PANEL DEBATE - The VIP Government Panel: Broadening the horizon of Citizen-centricity

09:30 - 10:15 Main conference area

GCC regional governments and business leaders are positioning their organizations to be key players in the world economy. People's happiness, innovation and digital excellence are established priorities. All organisations undertaking this level need to seriously reflect on their progress at both a macro and micro level.

This debate evaluates how citizen-centricity has the ability to impact entire countries & nations? How are we doing so far? How long is the journey? What are the pitfalls and lessons learnt? Is it enough to have robust systems & governance in place or do we need to change behaviours & mindset by building passion, skill & confidence? What Is the ROI of Citizen experience?

SPEAKERS:

Abdulaziz Alshamsan, Executive Director General CX, Ministry of Human Resource & Social Development, KSA
Dr. Duaa Abaoud - Ministry of Municipality & Rural Affairs
Feras J. Ahmed, Chief Executive Officer, Silah Gulf
Moderator: Essam A Almmar, Associate Professor, King Saud University

Case study: Presented by Qualtrics

10:15 - 10:35 Main conference area

Experience Transformation: How organisations win at CX in the 2020s

- Hear our latest research on what consumers expect from brands in the next decade
- Understand unstructured data and why it's critical to brands to remain CX leaders
- See the technology enabling brands to analyse and act on vast amounts of customer feedback

SPEAKER:

William O Neill, General Manager, Qualtrics Middle East, UAE

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. 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!
In this keynote, learn how a leading government organisation went through transforming their culture by building emotional connection through deploying a people-centred culture.
SPEAKER:

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

CASE STUDY : Omni-Connect Your Brand Free from Data Silos

09:30 - 09:50 Main conference area

SPEAKER:
Mohammad Mortada - CX Data Solutions Lead, Oracle

KEYNOTE: A CEO’s guide to leading a CX transformation.

09:50 - 10:10 Main conference area

- The 3 building blocks of a CX transformation
- Putting CX at the center of your digital transformation
- leading by example
- prioritizing the CX enablers

SPEAKER:
Mohsen Malaki - Managing Director, Synergy Consulting Group

Case study: Delivering True Omnichannel Customer Experience - The Right Way!

10:10 - 10:30 Main conference area

SPEAKER:
Yash Sultania, CEO, Survey2Connect

Networking coffee break

10:30 - 10:50 Networking Area

Registration & networking

08:00 - 08:30 Networking Area

3 Signature Programmes, in parallel

08:30 - 16:00 Main conference area

● Customer Service Foundation Certification (Raquel Perez Nolla)
● Customer Experience Foundation Certification, Arabic (Nisreen Al Shami & Ehsan bin Abdullah)
● Customer Experience Foundation Certification, English (Charles, Hassan & Olga Guseva)

CERTIFICATION 1: CXSA Certified Customer Experience Foundation Programme

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

- 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 2 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 CX Foundation Certification 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


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.

CERTIFICATION 2: 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

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.

CERTIFICATION 3: CXSA Certified Customer Experience Foundation Programme in Arabic

2 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 2 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 CX Foundation Certification. 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


Ehsan bin Abdullah
Nisreen Al Shami

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.

½ Day Signature Workshop

13:30 - 16:00

Creating a deep understanding and actionable insights to CXManagement & Customer Centric CX Design. CXStoryTM has been developed by script writers, consultants and trainers who have;
● Written Hollywood feature films and TV series
● Worked as story editors for film and TV production companies
● Written corporate videos, brochures and sales and marketing scripts for Global brands, including Accenture, Kraft, Heinz, Federal Reserve Bank....
● Written brand materials, proposal documents and sales & contact centre scripts
● CXStoryTM want to work with you to impart our specialist knowledge and give you training and support to enable you to build bridges between people, grow your reputation, relationships, and influence.
● We will show you how to master your compelling CXStoryTM.....

During this session you will learn:
● The fundamentals of storytelling in business. When and where to apply to deliver maximum impact to your messages
● How to structure a business story using approaches that work for every type of business scenario
● Takeaway added-value ideas that will add impact your messaging and ideas

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International Sponsor

Event Speakers

Here’s a selection of the brightest names in branding that OnBrand will be
hosting and boasting on October 10, 2019.

Our Official Sponsors

Here’s a selection of the brightest names in branding that OnBrand will be
hosting and boasting on October 10, 2019.

Get Direction To The Event Hall

Here’s a selection of the brightest names in branding that OnBrand will be
hosting and boasting on October 10, 2019.

Lights. Camera. Party!

Gotham Hall offers the perfect setting for more than just social occasions.