The New Era of Customer Experience:

User-Friendly Identity Verification Across All Channels


Voco Riyadh Hotel, KSA


Wednesday, 11th October 2023


A siloed approach of customer onboarding and authentication relying on old style methods such as passwords or SMS creates barriers to doing business, makes customer experience poor and creates opportunities for fraudsters. New user-friendly secure authentication and identity mechanisms make it possible to provide a better user-friendly experience across all channels while being more secure – thus reducing costs and becoming an important competitive advantage.

Today’s CX landscape demands a robust multichannel approach to customer identity that can work equally well on both traditional channels, such as call center or IVR, and new-generation digital channels, including mobile applications, websites, and smart devices, such as interactive kiosks or ATMs.

In this interactive session, we will cover the newest identity verification and authentication methods for fraud prevention, like the prevention of phishing and social engineering, the detecting of fake identities such as AI-generated synthetic identities, deepfakes and impersonations and how to better secure high-risk transactions like large transfers or update of details.

We will also share how your customers can benefit of the “new era of customer experience” and how end-to-end customer identity across different channels can be safe and seamless. You’ll hear customer success stories from the Middle East region’s large enterprises who already benefited from this technology and managed to reduce their costs while improving their customer experience.


A non-siloed experience on Web, Mobile and Contact Centers

How to detect and prevent AI being used against your customers

Integration into your environment, platforms, and specific needs


• Head of Identity and Access Management
• Head of Authentication
• Global Head of Secure Access
• Chief Digital Officer
• Head and Managers of Information Technology
• Head of Retail Banking
• Chief Innovation Officer
• Head of Architecture
• Head and Manager Technology
• Head and Compliance Manager





10:30 AM – 11:00 AM

Arriving & Registration

11:00 AM – 11:05 AM

Welcome Remarks: Boris Najafov – Managing Consultant for CX Technology Innovation

11:05  AM– 11:25 AM

Keynote Presentation – Non-Siloed Experience

11:30 AM – 11:50 AM

Keynote Presentation – Prevent AI being used against your Customers

11:55 AM – 12:20 PM

Coffee & Prayer Break

12:20 PM – 12:30 PM

Digital identity using FaceID and Document Recognition Demo

12:30 PM – 12:50 PM

Keynote Presentation – Integration into your environment, platforms, and specific needs

12:55 PM – 01:05 PM

Contact center voice authentication example Demo

01:05 PM – 02:00 PM

Closing Remarks followed by Executive Lunch

Exclusive Dinner Invitation

the Irish Embassy

11th October 2023

The Embassy of Ireland
in Riyadh


Clive Bourke

President, EMEA & APAC

Colin O’Neil

Vice President Sales, EMEA

Boris Najafov

Managing Consultant for CX Technology Innovation


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