CX THINK TANK

Executive Boardroom 2024

Elevating Customer Experience in Middle East

Location

JW Marriott Dubai Marina

Date

27th Feb 2024

Location

JW Marriott Dubai Marina

Date

27th Feb 2024

Boardroom Overview

Delivering a seamless Customer Experience is now a key boardroom priority. In a landscape where customers are hyperconnected, hyper-aware & giving instant feedback & reviews, delivering superior customer experience is PARAMOUNT and can be DIFFERENTIATOR for accelerating the growth of businesses today.
Tata Communications point of view on enabling customer engagement as the ultimate differentiator for brands.
Join us for a Think Tank Executive Boardroom session followed by an exclusive networking dinner which offers you a chance to meet top CX Leaders from industries, on what it takes to create the right CX ecosystem. Hear and understand their journeys and challenges in creating superior customer experiences for their customers & end users
Delivering elevated customer experiences One of the most popular communication channels, video enables face-to-face conversations anywhere. For enterprises, it drives employee engagement, while retailers can connect to end-customers at home, or on the go. And with consumers seeking seamless, omnichannel experiences, video in the cloud can unlock future-proof growth – taking the store home, to make shopping secure, personal, and easy. Through our tailored, one-stop-shop solution Tata Communications’ Customer Interaction Suite, we deliver simplified, secure, digital buying experiences that will support your transformation ambitions – and meet your customers’ growing expectations.
Designed for today’s hyper-competitive world, Tata Communications’ Customer Interaction Suite with CCaaS and CPaaS solutions offer the tools to deliver seamless customer experiences – anytime, anywhere.

Why Attend?

Why Elevated Customer Experience needs to be an organizational priority?

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 Should Attend?

Target Industries

Retail Sector

Real Estate

BFSI (Banking, Finance, Insurance)

Automotive

Aviation

Healthcare

Boardroom Leaders

Vaneet Mehta

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

Tata Communications Middle East FZ LLC, Dubai

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

Boardroom Agenda

5:00 PM – 5:30 PM

Registration & Welcome Drinks

5:30 PM – 5:40 PM

Welcome note by TATA Communications & Kaleyra

5:40 PM – 5:55 PM

Analyst Briefing
CX MARKET LANDSCAPE IN MIDDLE EAST AND KEY PRIORITIES IN TODAY’S HYPER CONNECTED WORLD

5:55 PM - 6:55 PM

CX BOARDROOM ROUNDTABLE
DELIVERING A SEAMLESS CUSTOMER EXPERIENCE IS A KEY BOARDROOM SENTIMENT TODAY

6:55 PM – 7:05 PM

Networking coffee break

7:05 PM - 7:35 PM

Panel discussion
2024 AND BEYOND – CUSTOMER EXPERIENCE FOR THE NEW DIGITAL ERA

7:35 PM – 7:50 PM

Fireside Chat

7:50 PM – 8:00 PM

Closing Remarks

8:00 PM onwards

Networking & Dinner

Registration Form

Brought to you by:
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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

Vaneet Mehta

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

Tata Communications Middle East FZ LLC, Dubai

Vaneet Mehta is Vice President & Region Head for Middle East, Central Asia and Africa region at Tata Communications. In this role, Vaneet is responsible for driving business growth and leading partnerships with telecommunications service providers and enterprises in the region. He provides businesses in MECAA with next generation managed services, driving their digital transformation journey, helping them manage their business risk and expanding their global reach.

Vaneet has over 27 years of experience in telecom and technology across India, APAC, Middle East and Africa. Prior to Tata Communications, Vaneet was Director at Subex Limited where he led Sales in the Middle East and North Africa region. Previously, at Megasoft Limited, Vaneet was responsible for telecom & technology sales in SAARC and Middle East. Vaneet has also held senior positions in Globacom Nigeria, Reliance Communications and Bharti Airtel.

Vaneet did his MBA in International Business and holds a bachelor’s degree in Electronics & Telecom. He has also done a senior management course on strategic planning, financial reporting & analysis and risk management from Indian Institute of Management, Calcutta.

Vaneet’s hobbies include playing cricket, badminton, quad biking and watching thriller movies

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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