Many organisations claim to be customer-obsessed, customer-centric, customer-focused. This presentation will focus on how Mashreq is bringing the concept to life.

The modern customer wants it all – connected experiences in the channels of their choice, and available at all times.  

Banks in the UAE and GCC face significant challenges in delivering to these expectations. Add to that old problems like inconsistent CX, regulatory restrictions, organisational data silos, regulatory frameworks and outdated tools across different regions across the Middle East. This panel aims to find a way forward;

• A comparison across the  MENA region of customer expectations, and evolving CX priorities 
• What are business leaders doing to enhance their customer experience promise 
• What are the main implementation challenges standing in the way of  delivering exceptional client experience 
• How can teams and tech work together seamlessly 

We explore how generative AI is disrupting the market, delivering impact, and revolutionising the customer service industry.

• Power and possibilities of GenAI in customer service
• Biggest challenges in adopting GenAI
• Freshworks’ approach to GenAI 
• Introducing Freddy AI, Freshworks’ native AI engine
• Real-world customer stories
  

In order to deliver excellence in customer service you need to better understand the customer’s needs and wants. It is therefore important to understand the significance of capturing and analysing customer feedback to continuously improve the customer experience. 

• What is the best way to tie CX metrics with business metrics??
• Discuss methodologies for measuring customer satisfaction, Net Promoter Score (NPS), and leveraging customer feedback to drive meaningful changes 
• Do traditional CX metrics need an overhaul?
• How to use data to create the ideal customer experience

The panel will delve into the emerging technologies that can revolutionise customer experience in the digital era. Topics of discussion include: 

• The role of AI, chatbots, virtual assistants, and voice-enabled interfaces in enhancing customer interactions. 
• How are technologies like augmented reality and virtual reality being leveraged to create immersive and engaging customer experiences? 
• Understanding the importance of striking the right balance between technology and human touch to ensure a customer-centric approach and address potential concerns around data privacy and security

Discover how UAE banks are reshaping the customer experience landscape by embracing Environmental, Social, and Governance (ESG) practices. 

Join us on a journey to understand the evolving ESG dynamics within the UAE banking sector and how they are revolutionising the way customers engage with financial institutions.

With smart, savvy fintech competitors entering the market, how are banks and financial services responding?

This panel discussion will focus on how banks, financial services and insurance companies in the MENA region navigate the challenges of digital transformation and leverage technology to elevate the customer experience, ultimately fostering stronger customer loyalty and satisfaction. 

• What steps are the traditional financial institutions taking to create a more user-centric digital banking environment?
• Understanding the products and services required for generational needs
• How do businesses address customer concerns related to data privacy, cybersecurity, and trust in digital banking and financial services.

In this session, delegates will discover the pivotal role of customer identity in marketing profitability and how data fragmentation and device diversity hinder campaign effectiveness and customer relationships. The keynote addresses the challenges of achieving a unified customer view and overcoming data silos, especially in e-commerce. A case study of a major European e-commerce brand will highlight the positive impact of marketing technology implementation on solving the customer identity, boosting revenue, improving business performance, and reducing Customer Acquisition Costs (CAC). 

While the adoption of customer centricity is still in its early stages in the GCC, organisations that prioritise investments in their company culture and workforce are poised for a promising future. This commitment to customer centricity will pave the way for the emergence of tomorrow's industry leaders.

• Explore the importance of fostering a customer-centric culture within organisations
• Discuss strategies for empowering employees, promoting customer advocacy, and aligning organisational goals  
• Implementing an insight-driven & customer-centric loyalty programmes personalised to your customers

Join us for an insightful panel discussion as industry experts explore next-gen strategies to achieve a seamless and uninterrupted customer journey within the banking industry. Discover innovative solutions that address challenges such as reduced wait times for customers and learn effective approaches for efficiently managing high call volumes. Gain valuable insights into elevating your bank's customer experience and driving greater operational excellence.

• How should BFSI brands address and learn from customer feedback to continually improve service?
• What are some of the key challenges faced in contact centre operations today? What advice would you give to address them?
• What emerging technology has great potential to revolutionise customer service and increase retention rate?
• Discuss how these innovations can enhance customer service, improve efficiency, and streamline operations in contact centres within the BFSI industry.