Why is cx transformation VIRTUAL SUMMIT

As countries worldwide continue to manage the impact of the COVID-19 crisis, survival remains top-of-mind for businesses in every market. Businesses that emerge from the lockdown period more or less intact will have a second problem - how to regain traction in a recessionary environment and reengineering CX to suit the current situation.

Planning for the coming days using targeted and actionable customer insights will be the key for businesses to hit back faster post-COVID.

In this conference, led by top CX experts from around the world will discuss future of CX, benefits of using insights from data to create seamless CX, latest advancements in CX with machine learning and Artificial intelligence. Most importantly leading CX through a disruptive crisis

Customer Experience (CX) data collection and analysis is baked into the operation of most businesses. Maximum business-benefit comes from mastering the art of using insights from this data to create seamless experiences where customers feel valued, heard and validated.

Turning information gained from new technology like artificial intelligence, machine learning and image recognition into innovations that improve the customer experience will gain businesses a competitive advantage in the coming months and years.

Top Priority for Enterprises to Invest in Customer Experience even in an economic downturn According to Everest Group Survey.

Event Features

Delivering new customer experiences has become the centrepiece of many enterprises’ strategies to achieve sustainable growth. In fact, our research indicates that 89% of enterprises are using digital technologies to redefine customer experience, allocating as much as 30-35% of their marketing budget to experience design. And this share is expected to increase to 50-55 by 2022.

- Everest Group

Key Topics

Key Takeaways

  • Leadership: Understand the importance of customer-centric leadership to drive customer experience (CX) culture from within. Learn to lead CX through this disruptive crisis and how to emerge as a winner post lockdown.
  • Strategy: Understand the importance of investment in people, process and planning before investing in technology.
  • Technology: Learn how to unify customer data across all your internal systems to engage with customers across all touchpoints.
  • Learn: Stay one step ahead of the customer by understanding and realistically delivering what tomorrow’s customers want - today!
  • Capture more value from NPS and from other options that suit your business needs.
  • Drive value to the customer through social media to create a lasting impression.


  • Job Titles
  • CXO's
  • CCO
  • Country Heads
  • Regional Heads
  • Directors
  • SVP
  • EVP
  • VOC’s
  • Departments
  • Customer Experience
  • Marketing
  • Contact centre
  • Digital Transformation
  • Data and analytics
  • Digital Transformation
  • IT
  • Customer Service
  • What’s different
  • Live Audience polling with Gamification
  • Post Event PPT’s and report
  • Live Recording of the Session


Gold Sponsor

Associate Sponsor

Series Sponsors

Series Media Partners

Time Session

12:00 PM - 12:05 PM

12:05 PM - 12:15 PM

12:15 PM - 12:35 PM

Evolving Role of a CX Leader

  • The CXO is the new CMO
  • Managing the shift from advertising to deliver
  • The connection between CX and EX - success recipe
  • The role of CXO in aligning customer and organization

Peter Halsor, Former Chief Customer Experience officer, Riyad Bank

12:35 PM - 12:55 PM

Presentation by Ameyo

Sachin Bhatia, Co-Founder, Global Head Sales & Marketing, AMEYO

12:55 PM - 01:45 PM

Crafting the citizen experience - Key Pillars of the national vision

• Understanding where digital usability can be enhanced.
• Addressing to growing citizen demands
• Empowering citizens through conversation

Khalid Al Omar: Director, National Platform GOV.SA , YESSER

Ashwag Bahha: CX Consultant

Laila Al Quraishi: Customer Experience and Corporate Communication Consultant, Ministry of Human Resources & Social Development - KSA


Peter Halsor, Former Chief Customer Experience officer, Riyad Bank

01:45 PM

Time Session

12:00 PM - 12:05 PM

12:05 PM - 12:25 PM

12:25 PM - 12:45 PM

AI-powered future of Customer Support - Presentation by Freshworks

Shreesti Ghosh, Regional Manager - GCC, Freshworks

12:45 PM - 01:05 PM

Improving Customer Experience through impactful content

Holly Richardson, Regional Digital and Customer Experience (CX) Lead Middle East, Pakistan, Sri Lanka Unilever, Freshworks

01:05 PM - 01:50 PM

CX Panel:

Reinventing customer experience in a post-COVID virtual world

  • Opportunities to create CX during COVID
  • Ways to adapt to the new normal
  • Building capabilities for fast-changing environment
  • Keeping a check on real-time changing Customer preferences

Holly Richardson : Regional Digital and Customer Experience (CX) Lead - Middle East, Pakistan, Sri Lanka Unilever

Lina Yahya : Associate Director Service Excellence RAK Bank

Ilaria Buonpane : Head of CX & Strategic Marketing Chalhoub Group

Amin Khider : Director Mawarid Electronics


Binzad Aliar, AVP Sales MEA & Asia, AMEYO

01:50 PM


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