22-24 October 2017
Dusit Thani, Dubai, UAE

Conference Day One: Monday, 23 October 2017

8:00 am - 8:45 am Networking refreshments

8:45 am - 9:00 am Chairman’s opening remarks

Humphrey Davis - Head of Online Care, Virgin Mobile UAE

Humphrey Davis

Head of Online Care
Virgin Mobile UAE

9:00 am - 9:45 am KEYNOTE ADDRESS: Winning customer loyalty with the connected generation - what does it take to make them happy customers?

Basker Rangachari - SVP and Head of Brand, Marketing & Customer Experience, Mashreq Bank
Dubai-based Mashreq Bank is the oldest privately-owned bank in the UAE and is celebrating its 50th anniversary in 2017.

Join us to hear from award-winning global banker and marketer, Basker Rangachari, SVP and Head of Brand, Marketing & Customer Experience, at Mashreq Bank, as he shares his multi-faceted experience - following long tenures with Ernst & Young, Mastercard and Standard Chartered across multiple markets - on how the present generation of connected customers (and not just millenials) respond differently and how organisations need to evolve their full spectrum of communication.

Basker Rangachari

SVP and Head of Brand, Marketing & Customer Experience
Mashreq Bank

  • How your customers are redefining customer contact and what this means for you
  • Finding the right balance of physical and digital contact for an effortless consumer experience
  • Exploring smart channels of communication to build into your strategy
  • Transforming your contact centre into a “centre for happiness”

Humphrey Davis

Head of Online Care
Virgin Mobile UAE


Omar Hashem

EVP Head of Digital Banking Division
The National Commercial Bank


Jason Willicombe

Four-C - Experts in Context, Content, Channel and Cadence


Zohaib Malik

Head of Contact Centre and CX


Ismail Mohammed

Senior Vice President of Customer Operations and Service Management


Ricardo Langwieder-Gorner

Chief Executive Officer
Silah Gulf W.L.L.

10:30 am - 11:00 am Networking break & refreshments

11:00 am - 11:30 am Mobile & Digital to Offer a Triple A-Rated New Customer Experience

Myriam GHEDAS - General Manager, Vocalcom MEA



General Manager
Vocalcom MEA

11:30 am - 12:15 pm Measuring customer experience to connect better with your customers

12:15 pm - 12:45 pm Exclusive insights from Conversocial

12:45 pm - 1:45 pm Networking lunch

CCW IDGs are the perfect way to dig a little deeper into a topic and learn new strategies through sharing ideas in small groups.
Sessions are designed to be interactive, providing an open forum to discuss your challenges and potential solutions with your peers and expert moderators.
Each discussion will last for 30 minutes and then we move to the next!

Discussion topics:
1. How Omnichannel is transforming Customer Experience
 Arijit Chatterji, Chief Business Officer, C-Zentrix

2. Automation and your customer – how bots can improve your CX strategy
 Carolina Nieto, Head of Global Customer Service (Supply Chain), IFFCO Group


Carolina Nieto

Head of Global Customer Service (Supply Chain)

Arijit Chatterji

Chief Business Officer

3:30 pm - 4:00 pm Networking break & refreshments

4:00 pm - 4:45 pm Navigating customer experience through digital disruption: The DMCC approach

Stephen Kishore - Director Customer Excellence, Dubai Multi Commodities Centre
  • Exploring shifts in customer experience: from now to post disruption
  • The impact of digital disruption on the Free Zone market place
  • Strategising for change - how DMCC has adapted

Stephen Kishore

Director Customer Excellence
Dubai Multi Commodities Centre

4:45 pm - 5:30 pm Customer Patience Time (CPT): The ignored brand-breaker

Zohaib Malik - Head of Contact Centre and CX, GLOBIST
Advancements in technology have made the “digi/soci” customer of today restless and impatient, with higher expectations. When patience is broken, CX is damaged, loyalty is questioned and reputational risk is heightened.

  • The three key players for achieving CPT goals - process, technology and data
  • Using CPT as a KPI for mapping your digital customer journey
  • The real life story of a company who started focusing on CPT and how it enhanced CX

Zohaib Malik

Head of Contact Centre and CX

5:30 pm - 5:45 pm Chairman’s closing remarks

The published programme is correct at time of printing. However, given the seniority of our speakers and the nature of their roles, speakers may subsequently substitute or remove themselves from the programme. This is always regrettable, and we will always try to replace the speaker with a speaker with equivalent insight. For the most up-to-date programme, please visit the event website.