INTERACTION FABRIC

Middle East CX Leaders Meet 2024 - Accelerate & Deliver

Executive Boardroom

Delivering exceptional customer experience (CX) is a key priority in boardrooms today. In an era where customers are hyperconnected, highly aware and prompt with feedback and reviews. CX is critical and can serve as a pivotal differentiator in driving business growth operations. The technologies adopted also need to be sufficiently nimble to address sudden requirements.

Middle East CX Leaders Meet 2024 – Accelerate & Deliver provides a best opportunity to meet top leaders from various industries and discuss what it takes to create a superior CX ecosystem. Learn from each other journeys and challenges in delivering superior customer experiences for consumers.

Designed for today’s hyper-competitive market, through our tailored one-stop solution, Customer Interaction Suite, which offers simplified, secure, digital buying experiences to support your transformation ambitions and meet your customers’ growing expectation and deliver seamless customer experiences anytime, anywhere.

key Advantages

Make every interaction count with simplified and secure cloud-based experiences

Drive Digital Sales & Enable Seamless Interactions Across Touch Points

Create an immersive customer journey through the power of video and virtual collaboration

Enable always-on intelligent skill-based routing to the right support, at the right time

Why Attend?

Why Elevated Customer Experience needs to be an organizational priority?

Digital interactions have replaced in-person experiences, with live chat and chatbots being the fastest growing channels globally.

Enable contextual, omnichannel experiences to connect with your customers on their preferred channels of communication, consistently. Your solution necessarily needs to be:
Suboptimal service flows can delay query resolutions while siloed collaboration tools impede agent productivity. Combined with a lack of customer context, this makes for a poor customer experience. To address this, your contact centre needs:
On-premise contact centers weigh heavily on business profitability as well as ability to scale. The need of the hour is a consumption-based cloud model that:
A deeper understanding of the customer means that contact centre agents have wider visibility, your IT & developer team can control and deploy channels optimally to elevate CX, and your customer operations teams can closely monitor agent productivity and enhance retention. To drive this visibility across this group, you need:

Who will Attend?

Target Industries

BFSI (Banking, Finance, Insurance)

Aviation

Real Estate

Automotive

Healthcare

Retail Sector

Hospitality

Boardroom Leaders

Vaneet Mehta

Vice President, Board Member & Regional Head - Middle East, Central Asia and Africa

Tata Communications

Mr. Anand Viswanathan

AVP & Global Head - CCaaS

Tata Communications

Firas Al Alami

General Manager of Al Khoory Sky Garden Hotel Dubai

Anchal Choubey

Group-Head of IT at Life Care International

Sagarika Nayak

Director Customer Success at GMG

Jephin Mathew

Visionary leader & Board Member of the Dubai Contact Center Business Group (DCCBG) under Dubai Chambers

Amit Ambekar

Head of Marketing, REDTAG

Mayank Srivastava

Head of Business Development, Middle East, Africa

Kaleyra

Semih Kumluk

Head of AI and Digital

Big 4


Nuran Mekky

Group Head - CVM Operations and Customer Experience

Gargash Group

Francis Arul

Chief Information Officer

Damac

Agenda

3:00 PM – 4:00 PM

Registration & Welcome Drinks

4:00 PM – 4:10 PM

Welcome Note by TATA Communications & Genesys

4:10 PM – 4:30 PM

Industry Point of View
Rethinking customer interactions to boost CX in Middle East

4:30 PM - 5:00 PM

CXO Boardroom: Interaction Fabric For Enterprise
Customer Interaction Platform Strategy in Middle East

5:00 PM – 5:30 PM

Genesys’s Keynote:
Accelerate & Deliver Superior Customer Experience Seamlessly

5:30 PM - 5:45 PM

Networking Coffee Break

5:45 PM - 6:15 PM

Leadership Panel
Future-Proofing CX: Adapting to the Evolving Expectations of the Digital Consumer

6:15 PM – 6:30 PM

Audience Engagement Activity

6:30 PM - 6:40 PM

Closing Ceremony and Vote of Thanks

6:40 PM onwards

Networking & Gala Night Dinner

Registration Form

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Bordroom Location
Contact Info
1702 & 1706 , Mazaya Business Avenue BB2, Al Thanya Fifth, Jumeirah Lakes Towers, Dubai, UAE

Call us

+971 4 243 4677/88

Email Us

info@verve-management.com

© 2023 an Event by Verve Management All Rights Reserved

Mayank Srivastava

Head of Business Development, Middle East, Africa

Kaleyra

Internationally experienced Sales Leader with 15 + years of experience of building sales teams group up and formulating Go-To-Market strategies to transform growth across various organisations. His outstanding career spans across brands like Oracle, Adobe & Dell. With his rich experience in SaaS & CPaaS, he combines a strategic mindset with hands-on execution in delivering high performance growth stories. In his current role, he is driving Kaleyra's goal to exponentially increase the market share and deliver omni-channel communication solutions to enterprises in the Middle East & Africa region.

Semih Kumluk

Head of AI and Digital

Big 4

Semih brings a wealth of expertise with over 14 years of multinational business and leadership experience across various sectors, including Big 4, Telecommunications, FMCG & Consultancy. His unique combination of business, customer focus and data analytics skills has yielded successful results in AI, Marketing, Strategy, Innovation, HR, and other key business functions. Notably, Semih has launched the first AI program in the Middle East and has received accolades such as being named a Top 50 Thought Leader in Artificial Intelligence by Thinkers360 and serving as a Global AI Ambassador by SwissCognitive. He received Executive Education on Branding from Kellogg School of Management in USA. He led Customer Service and Innovation teams in Unilever covering 35 countries, trained in Design Thinking and Customer Experience, he successfully implemented the first Employee Experience program at Turkcell.

Having been recognized for his excellence as the Instructor of The Year twice by CertNexus and receiving the Instructor Excellence Award by Logical Operations, Semih is currently at the forefront of leading AI and digital business transformation programs for Middle East clients at PwC where he facilitated 300+ workshops and appeared in the biggest conferences of the region such as GITEX, LEAP etc. as a Keynote Speaker. His insights and expertise promise to elevate our event and provide invaluable perspectives on preparing for the future.

Nuran Mekky

Group Head - CVM Operations and Customer Experience

Gargash Group

Nuran Mekky is a seasoned professional in the realm of Customer Experience Management (CX), boasting an illustrious career of 15 years dedicated to driving transformative CX and digital strategies. With an unwavering commitment to harnessing data-driven insights and cultivating seamless, delightful customer journeys, Nuran’s expertise spans from the inaugural brand interaction to fostering unwavering customer loyalty. Central to her proficiency is her adept orchestration of Customer Relationship Management (CRM) strategies and Omni-channel initiatives. Nuran’s leadership guides the entire lifecycle, from strategic ideation and meticulous testing to effective implementation and comprehensive reporting. This multifaceted approach not only propels customer acquisition but also fortifies retention, optimizes Lifetime Value (LTV), and instils lasting brand loyalty. Nuran’s prowess as a strategic thinker shines through her instrumental role in spearheading largescale transformations. Fuelled by her unwavering dedication to innovation, she thrives in fast-paced, agile business environments. Her visionary outlook resonates in each facet of her work, consistently propelling innovation and progress.

Francis Arul

Chief Information Officer

Damac

Francis' career spans over 27 years in technology, starting from quality assurance and program management, to architecture and infrastructure, in various sectors including Supply Chain & Logistics, investment banking, luxury retail, and franchises. Prior to joining DAMAC, he worked with the Alshaya Group where his last position was Digital Transformation Officer. During his tenure at Alshaya, he led a team of over 500 members in launching more than 15 brands (HEM, Starbucks, BBW, American Eagle, etc.) online in 10 countries and successfully implemented ERP solutions for core retail and digital marketing.

Francis has also worked for Louis Vuitton, SGCIB, ABN Amro, and General Motors. His career has taken him from India to France, Singapore, and the Middle East.

He is fond of yoga, reiki, working out, life coaching, and reading about the law of attraction, positive thinking, and anything related to the human mind. His downtime is best spent with his wife, three kids, and his dog, Cookie.

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