Why the event

The only focused event in Egypt meant for organisations obsessed with Excellence in Customer Experience. With Data & digital disruption redefining every aspect of business today - This event helps you turn this challenge into an opportunity with foremost experts, the real practitioners sharing their insights to equip you with the Strategy, tools and technology needed to make your customers your advocates, delighting them time and again.

Event Highlights

  • Two day event covering all the aspects related to CX in the region- The people, process, technology, culture, strategy
  • Focused talks on CX by inspirational thought leaders
  • Special focus on Call-centres , which form an important part of CX
  • The Digital CX on Day 2 - the most relevant subset of CX today
  • Learning's from managing CX in a digital pure play model
  • Focus on technologies like AI and VR to promote better CX
  • Measuring CX in different models
  • Understanding how to drive profitability of your CX initiatives

Why should you attend?

  • Learn from the region's top CX and contact center experts
  • Get access to most innovative CX and contact center technologies implemented which has transformed various organizations
  • Explore CX and contact center strategies, roadblocks, success stories from cross industry experts

Enterprise with Department

Job Titles

  • CXO's
  • Country Heads
  • Regional Heads
  • VP
  • EVP
  • SVP
  • Directors
  • Heads
  • Managers

Enterprises

  • Customer Experience
  • Contact centre
  • Branding
  • Marketing
  • Marketing insights
  • Data and Analytics
  • IT
  • HR
  • Sales
  • Digital Experience management
  • Strategy
  • CX Measurement
  • VOC
  • Customer Service Quality
  • Digital Transformation

Be part of the Egypt's only CX and contact center event hosting more than 100 top CX and contact experts, business leaders, and industry innovators featuring inspirational, thought-provoking keynotes, panel discussions, techtalks, workshops and a host of networking opportunities.

Who will you meet?

  • Meet and learn from the leading CX and contact center experts from telecom, BFSI, Retail, Hospitality, Aviation, Government sectors amongst other sectors
  • Network with our delegates and speakers who are passionate about the best and latest innovations in CX & Contact Centers that help you understand the effective and efficient methodologies of implementing best case practices within your organization
  • Technology leaders and start-ups who have created path breaking technologies and solutions that have been revolutionising CX and Contact Centers worldwide

Industry leading Solutions Providers who you will meet at the Event

  • Artificial Intelligence
  • Big Data & Analytics
  • Business Intelligence and Reporting
  • Business Process Management
  • Customer Experience Management
  • Customer Experience Consultants
  • Customer Journey Mapping
  • Customer insight
  • Customer Satisfaction monitoring
  • Data Quality Enhancement
  • Employee Engagement

Who's Speaking?

Mohamad El-Hinnawi

Customer and Digital experience Advisor

CCXP

Khaled Nabhan

Head of Customer Experience, Quality & Service Excellence

Bank Audi

Heba Fadel

Customer Experience Consultant

Omar ElSahy*

General Manager

souq.com

Bassem Samy Sallam*

Head of Intelligence and Analytics

Arab Investment Bank

Ibrahim Hafez Ragab*

Head Customer Experience

HSBC Bank

Mohammed Sayed

Sr.Manager, Customer Loyalty & Campaign Management

Abu Dhabi Islamic Bank

Nahla Salem

Head of Service Quality Improvement

Banque Audi

Ahmad Samir

Director of Digital experience, CX Planning & Design

WE Telecom

Dina Sallam

Manager Quality of Service and Customer Experience Management

Orange Egypt

Dina Hassan

Head Customer Experience Operations - MENA

Uber

Ola Youssef

VP Operations

Talabat

Khaled Alaa El Din

Head of Customer Experience

Jumia Egypt

Akram Mostafa

Head of Call Center

First Abu Dhabi Bank

Our Partners

Networking Sponsor

Strategic CX Partner

Strategic Contact Centre Partner

CX Partner

Official English Newspaper

AGENDA

Contact us for speaking opportunities

Time Session

8:00 - 08:45

Registration and Coffee

8:45 - 08:50

Welcome address by Phoenix Business Intelligence

08:50 - 09:00

Opening Remarks by the Chair

9:00 - 09:20

Keynote

An Integrated view on What Is Customer Experience. Aligning the business strategy and processes around the customer´s needs. CX part of core business Strategy

  • Customer, Strategy, Processes and the Organization
  • Making CX Strategy as your Core Business Strategy
  • The functional organization vs. the customer-centric organization
  • What is customer value? Focus on customer needs
  • Customer & Process-centric governance model
  • Customer experience services catalogue
  • Customer Lab – the place to find out what are the needs of your customers

    Mohamad El-Hinnawi, CCXP,
    customer and Digital experience Advisor

9:20 - 10:00

The CCO’s Diary – 12-minute CX thought leadership talks from pioneering cross-industry experts

  • CX Vision in the defined eco-system
  • Eureka moments in the CX transformation journey – How to get there
  • Turnaround strategies for the major challenges/ failures in the process of transition

    • Khaled Nabhan, Head of Customer Experience, Quality & service excellence, Bank Audi

    Ola Youssef, VP Operations, Talabat

    Khaled Alaa El Din, Head of Customer Experience, Jumia Egypt

10:00 - 10:20

Session Reserved for Sponsor

10:20 - 10:50

Networking and Coffee Break

10:50 - 11:10

Great Customer Experience doesn't "Just Happen" It's Planned - A Success Story

Dina Hassan, Head Customer Experience Operations - MENA, Uber

11:10 - 11:30

Spotlight Session –“Digital Care To Reduce Customer Efforts”

Ahmad Samir, Director of Digital Experience, CX planning & Design , WE Telecom

11:50 - 12:20

Innovation at the core of CX

  • Innovate to make your customers’ life easier and better
  • Involve your customers and engage them in your innovations
  • Be agile and disrupt before getting disrupted

    • Nahla Salem, Head of Service Quality Improvement , Banque Audi

    12:20 - 13:20

    Networking Gala Lunch

    13:20 - 13:40

    The HR Interview -An Interview session with a prominent HR professional hosted by a CX Expert

    • Identifying, nurturing and retaining the key talent to promote Customer Experience culture in the organization
    • Training and engaging your employees to breed a customer service mindset
    • Designing incentives that lead into delivering customer happiness.

    13:40 - 14:10

    Reserved for Sponsor

    14:10 - 14:30

    Proactive Quality of Experience (QX) to promote customer loyalty

    • Quality of Experience and its impact on CX
    • Difference between Quality of Experience and Service
    • Innovative technology and solutions to deliver good QX

      • Mohammed Sayed, Sr.Manager, Customer Loyalty & Campaign Management, Abu Dhabi Islamic Bank

    14:30 - 15:20

    Round Tables

    • Effective engagement of customers on all channels – the challenges and best practices
    • Social Media and CX- Do’s and Don'ts
    • “Brand” (a promise to customer) and effective ways to fulfil the expectations associated

    15:20

    End of conference day one and Coffee
    Time Session

    8:45 - 08:50

    Welcome address by Phoenix

    8:50 - 09:00

    Opening Remarks by the Chair

    9:00 - 09:20

    Keynote

    CCO in the era of Digital Revolution

    • Defining the nature of the digital customer
    • The CCO must evolve to remain competent with disruption redefining almost everything
    • The new measurement of Business Value

    9:20 - 10:00

    Panel: Redefining CX in the new digital world

    • Digitising end to end customer experiences across all physical and digital channels
    • Digitising operations to support your digital experience
    • Redefining your culture- the basis of all your digital strategy across the organisation to support your CX and DCX initiatives

      • Dina Sallam, Head of Customer Experience, Orange

    10:20 - 10:20

    Using the magic of AI, Robotics and VR to elevate CX

    • Understanding the opportunities the technology offers and making your digital strategy around it
    • Personalising CX with technology and removing frictions by providing convenient and comfortable interactions
    • Humanising CX with technology like Chatbots sending birthday messages etc
    • Better time and cost management to improve productivity

    10:20 - 10:50

    Coffee Break and Networking

    10:20 - 10:50

    Speed networking

    11:00 - 11:20

    Contact Centres in the digital world

    • Modernise your call centre into an actual contact center
    • Delivering service over interactive digital channels as well as encouraging digital adoption
    • AI , cloud driving the next cc platform and facilitate quality human interactions with new breed of advisors

    11:20 - 11:40

    Does your Data & analytics contribute to CX and eventually your bottom line?

    • Data and insights for a superlative CX
    • Translating the dark and untouched data to business value
    • Infusing customer insights into the organisation to promote customer connectedness
    • Does Predictive analysis work?

    11:40 - 12:00

    Work smart with cloud and cloud computing to effectively harness data and provide superlative experiences

    • Use of cloud to minimise gaps , data silos and inconsistencies
    • Multichannel cloud to integrate the entire organisation
    • Lower costs, better experiences and overcoming the challenges in legacy systems for technology integration with Cloud

    12:00 - 12:50

    RoundTables

    • “Digital User Experience” – your X factor
    • Balancing between Automation and Human touch for a good CX

    12:50 - 13:00

    Wrap up by the Chair

    13:00

    Conference Closure

    • For Attending, sponsorship, exhibiting opportunities contact

      • Mohamed Sarfaraz [email protected]

    Conference Location

    Cairo Egypt

    Hotel Information

    TBA - Cairo

    Contact


    Address

    B2-306 Elita Promenade
    JP Nagar 7th phase
    Bangalore 560078

    Reach us on: +91 8049521553

    Write to us: [email protected]