Before It Goes Viral: How CX Leaders in the Gulf Decide What Gets Answered First — and How FastMartechvibe

Before It Goes Viral: How CX Leaders in the Gulf Decide What Gets Answered First — and How Fast

16th December | Mandarin Oriental Jumeira

Before It Goes Viral: How CX Leaders in the Gulf Decide What Gets Answered First — and How Fast

WHAT IS A MARTECH HUDDLE?

It is an initiative by Martechvibe in association with Lucidya.

Martech Huddle is specially designed to engage marketing, technology, and marketing leaders who have revolutionised brands by using technology as a catalyst. It focuses on a group of carefully selected industry stalwarts, bringing them together to participate in an exclusive closed-door session. The selected professionals bring a variety of viewpoints, experiences, and domain expertise, but they all share the vision of transforming businesses by enhancing the customer experience while utilising technology and new digital methods. The huddle encourages open discussions among peers, resulting in a better strategy roadmap for organisations. In the age of building peer exchange resources, these gatherings form a community of like-minded business leaders working to explore insights, ideas and best practices.

ABOUT THIS EDITION:

In the UAE’s hyper-connected, multilingual market, a customer complaint can escalate from a private frustration to a public reputation crisis within hours, and the path it takes is rarely predictable. A dissatisfied customer may begin on WhatsApp, where the conversation feels private, only to screenshot the exchange and share it on Instagram or X when the response falls short.

With one of the highest social media penetration rates globally and a customer base that spans dozens of nationalities and languages, brands operating in the Emirates face a uniquely complex challenge: not every complaint carries the same risk, but the speed at which any of them can spread makes triage a high-stakes exercise.

This session brings together CX, communications, and brand leaders from the UAE’s leading banking, retail, hospitality, and telco organisations to examine how they are prioritising, responding to, and benchmarking public customer complaints across platforms, and what separates brands that contain reputational damage from those that find themselves managing a crisis they did not see coming.