22-24 October 2017
Dusit Thani, Dubai, UAE

Conference Day Two: Tuesday, 24 October 2017

8:30 am - 9:00 am Breakfast refreshments

9:00 am - 9:45 am KEYNOTE: How to implement a happiness strategy?

Jason Willicombe, Founder,Four-C - Experts in Context, Content, Channel and Cadence
During this inspiring keynote, learn how to implement customer happiness initiatives in a different way – through understanding that customer happiness is a subset of customer service satisfaction. Learn how to use smart channels and other innovative technologies to bring happiness to the everyday lives of your customers – ensuring their loyalty and subsequently improving your bottom line.

Jason Willicombe

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

9:45 am - 10:30 am Developing an engaging culture towards delighting customers: The Omantel way

Saif Al Abri, Senior Manager Training and Development,Omantel
  • The importance of culture engagement
  • How employee engagement drives customer centricity
  • How engaged employees can delight customers and improve their loyalty

Saif Al Abri

Senior Manager Training and Development

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

11:00 am - 11:45 am Transforming your contact centre: Creating a culture of engagement where customer experience can thrive

Kazim Jessa, Head – Retail Contact Center Operations,Tanfeeth (A subsidiary of Emirates NBD group)
  • How to create a customer-focused culture that delivers on customer experience
  • Areas of focus for delivering human experiences that generate customer loyalty
  • Upskilling your agents into leaders of tomorrow

Kazim Jessa

Head – Retail Contact Center Operations
Tanfeeth (A subsidiary of Emirates NBD group)

11:45 am - 12:30 pm Customer Service without a Contact Centre

Gail Livingstone, Chief Operations Officer,ME Digital Group (ExpatWoman & Cobone)
  • Digitalizing customer service: the case of Expat Woman & Cobone
  • How customers are connecting on a digital level, without the support of a contact centre
  • When, why and how? Exploring the rationale behind the strategy

Gail Livingstone

Chief Operations Officer
ME Digital Group (ExpatWoman & Cobone)

12:30 pm - 1:30 pm Networking lunch

1:30 pm - 2:15 pm Preparing For The Digital Era

Motaz Abdul Baqi, Department Head,Ooredoo Oman Contact Center
During this future-focused presentation, Ooredoo share insights into digital transformation initiatives, enhancing customer experience projects and IVR reinforcements.

Motaz Abdul Baqi

Department Head
Ooredoo Oman Contact Center

2:15 pm - 3:00 pm KEYNOTE PANEL: Gluing it all together

Basker Rangachari, SVP and Head of Brand, Marketing & Customer Experience,Mashreq Bank
We’ve covered a lot of ground over the past two days. Join this closing panel comprised of our notable keynote speakers and make sure that you walk away with a clear picture of the big things that matter for you to achieve your customer connection goals.
CCW has provided you with the knowledge and tools… now the ball is in your court to take this knowledge forward and make things happen!

Basker Rangachari

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

3:00 pm - 3:10 pm Chairman's closing remarks

3:10 pm - 4:00 pm Networking Refreshments & Close of Conference

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.