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Welcome & opening remarks from the Conference chairman

Keynote: Changing mindsets - The toughest leadership journey

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

SPEAKER:
Mohammad Mortada - CX Data Solutions Lead, Oracle

Registration & networking

3 Signature Programmes, in parallel

● 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

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.