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SPEAKERS

SAMPLE OF KEYNOTE SPEAKERS AND THEIR CASE STUDIES

Arnab
GOSWAMI

Director Customer Engagement & Partnerships

CASE STUDY / DAY 1

Evolution of a Traditional Loyalty Program to a Digital Marketplace

This is the story how a traditional loyalty program aimed to increase Customer Lifetime Value and evolved into a vibrant Online to Offline digital marketplace with millions of customers, hundreds of partners and acceptance at thousands of outlets.

  • Background – Market review and identifying the hidden needs leading to the new “Smiles” program
  • Early results of the program – How successful is the program and what value it is delivering
  • What makes “Smiles” so special – The key features & benefits, what makes the program so successful and thus key learnings for the audience

CASE STUDY / DAY 1

Designing & Implementing an Effective CX Strategy
  • The strategic imperative – why is it important
  • Voice of customer
  • Service design & innovation
  • Customer-centric processes and operational efficiency
  • Customer testing and co-collaboration

Peter
HALSOR

Senior Vice President – Customer Experience

This year Summit will host speakers from the world’s leading companies.
See sample of key note speakers.

Peter
HALSOR

Senior Vice President - Customer Experience

Arnab
GOSWAMI

Director Customer Engagement & Partnerships

Naima
BIKBI

Customer Experience Transformation Director

Sherin
YASSIN

SVP - Head of Corporate Marketing

Peter
DEBENEDICTIS

CMO - Middle East & Africa

Katrin
MUELLER

Director Loyalty Marketing

CASE STUDY / DAY 2

The Future of CEM in Retail in the Age of the 4th Industrial Revolution

Emerging technologies are accelerating disruption and reshaping all the industries as we know them today.  The retail industry is not an exception. So what is this “new retail” and what would be its impact on the customer experience?
This session will educate and help the audience to understand the CEM trends of the future in the age of the 4th Industrial Revolution and gain insights on how to leverage technologies such as AI & Big Data to gain a real competitive edge:

  • The age of disruption: “Smile you are disrupted “
    • The story of the disrupted & the disruptors
    • How emerging technologies are accelerating the change and transforming the CEM
  • The future of retail: The 5 trends reshaping the CEM in the retail industry
  • How can your retail company be future-proof and transform itself to be customer-centric

Naima
BIKBI

Director CE Transformation

Katrin
MUELLER

Director Loyalty Marketing

CASE STUDY / DAY 2

Loyalty Beyond Reason
  • Hotel Travel Program Eco System
  • Beyond the transaction
  • Relationships & Loyalty
  • Partnerships & co-branded credit cards – taking it beyond the travel cycle into everyday life
  • True loyalty through culture
FOR MORE INFORMATION REQUEST FULL PROGRAMME

See what keynote speakers will be taking part in the exclusive speaking panel.
Explore what Case Studies will be discussed by our senior corporate speakers

6th Annual CEM and Customer Loyalty MENA Summit
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