CX NXT, Customer Experience BFSI Summit 2024

CX NXT - CUSTOMER EXPERIENCE BFSI SUMMIT , UAE

2nd Global Edition | February 27, 2024 | Conrad Dubai, UAE

ABOUT THE EVENT

Over the past year, the Middle East has faced difficulties in effectively handling the abrupt and extensive transition to online customer service.

The CX NXT – Customer Experience BFSI Summit in Dubai is set to address the challenges and opportunities faced by the Middle East in adapting to online customer service. With a focus on the BFSI industry’s shift towards self-service and digital payments, the summit will explore the potential of digital channels, two-way communication, convenience, trust, and transparency. The summit will play a crucial role in shaping the industry’s path forward.

CX NXT BFSI Summit will bring together industry leaders, experts, and innovators to share strategies, best practices, and technologies that can help organisations elevate their customer experience offerings in the MENA region.

WHAT TO EXPECT AT THE CX NXT BFSI SUMMIT

Industry Insights: Gain deep insights into the current state of the market, emerging trends, and customer expectations in the MENA region’s banking, financial services, and insurance sectors.

Best Practices and Strategies: Learn from CX pioneers and industry leaders about best practices, innovative strategies, and successful case studies in elevating CX in the industry.

Networking Opportunities: Connect and engage with industry peers, experts, and potential partners, fostering meaningful relationships and collaborations.

Actionable Takeaways: Acquire practical, actionable strategies and tools to overcome challenges and transform CX initiatives within your organisation.

Thought Leadership: Interact with renowned thought leaders and participate in insightful discussions, gaining valuable perspectives on industry trends and future directions.

Speakers

speaker
Adel Hameed Senior Vice President, Global Customer Success
PayTabs
speaker
Ahmed Alzarooni Senior Vice President for Customer Service
Daman Healthcare
speaker
Alex Bak Head of Customer Experience, Transformation and Innovation
Commercial Bank International
speaker
Codin Caragea Chief Manager, Head of Customer Experience
Bank Muscat
speaker
David Howard Head of Strategy & Digital Transformation
HAYAH Insurance
speaker
Emel Cuhaci Vice President, Digital Tribe Head, Customer Experience & Conversational Banking
Emirates NBD
speaker
Kazim Jessa Chief Voice Operations Officer
Tanfeeth
speaker
Lianne Braganza-D’Sylva Chief Marketing Officer
Cigna Insurance Middle East
speaker
Lina Yahya EVP & Head – Customer Excellence & Protection
RAKBANK
speaker
Mai Momani Head of Client Experience
Invest Bank
speaker
Mamoun Alhomssey GCIO and Executive Vice President Technology
Abu Dhabi Islamic Bank
speaker
Mohammed Shazzaib Founder & CEO
Beep
speaker
Radu Topliceanu Executive Vice President, Head of Neo & Personal Banking
Mashreq
speaker
Rania Nerhal Chief Client Experience & Conduct Officer
Mashreq
speaker
Saad Ansari Co-founder & CEO
Xpence
speaker
Siddarth Iyer Head - Digital & CX
GIG Gulf
speaker
Sreenath Manghat Head- Strategy & Planning
Bank Dhofar
speaker
Srinivasan Sampath Acting Group Chief Technology Officer
First Abu Dhabi Bank
speaker
Zahoor ul Islam VP, Head of Customer Engagement Technology
Dubai Islamic Bank

Agenda

10:10 AM
KEYNOTE ADDRESS: CX Landscape - Embracing a Global Vision for Winning Customer Experiences


speaker
Radu Topliceanu Executive Vice President, Head of Neo & Personal Banking
Mashreq
10:25 AM
PANEL SESSION: Meeting the Demands of the Modern Consumer

When it comes to customer experience (CX) and brand loyalty blending physical and digital channels to offer holistic customer experience seems to be the way forward.

Banks in the UAE and GCC face significant challenges, with inconsistent CX, regulatory restrictions, counting among them. This panel will look at exploring  challenges from understanding customer needs and pain points, organisational data silos, regulatory frameworks and outdated tools across different regions across the Middle East.

  • Comparison of where various MENA regions are in their digital journeys and reacting to your customer
  • What approach and measures have been taken so far by the MENA authorities and the industry players to enhance their customer journeys?
  • What are the main pitfalls in delivering exceptional client experience in the financial sector and how does your firm address these challenges?
  • Creating a balance between the human and digital touch
speaker
Codin Caragea Chief Manager, Head of Customer Experience
Bank Muscat
speaker
Mohammed Shazzaib Founder & CEO
Beep
speaker
Rania Nerhal Chief Client Experience & Conduct Officer
Mashreq
speaker
Saad Ansari Co-founder & CEO
Xpence
11:10 AM
FIRESIDE CHAT / PRESENTATION: Raising the CX Bar through Mobile Banking Innovation

Consumer expectations for mobile banking are evolving, and yesterday's cutting-edge features and capabilities are now seen as commonplace. This presentation will engage the audience with mobile banking tools and solutions to stay ahead of consumer needs.

Making sure your customer is making the maximum use of your platform through its customer engagement

11:30 AM
COFFEE BREAK
12:00 PM
KEYNOTE: Listening to Success: Elevating BFSI CX in MENA with Customer Feedback Excellence

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?


12:15 PM
PANELSESSION: Embracing Emerging Technologies for customer experience innovation

The case study will delve into the emerging technologies that can revolutionise the customer experience in the digital era. 

Hear from Acting Group Chief Technology officer Srinivasan Sampath on the emerging technologies Abu Dhabi Bank has successfully implemented to strengthen their CX strategy

speaker
Emel Cuhaci Vice President, Digital Tribe Head, Customer Experience & Conversational Banking
Emirates NBD
speaker
Mamoun Alhomssey GCIO and Executive Vice President Technology
Abu Dhabi Islamic Bank
speaker
Siddarth Iyer Head - Digital & CX
GIG Gulf
speaker
Srinivasan Sampath Acting Group Chief Technology Officer
First Abu Dhabi Bank
12:45 PM
KEYNOTE: Enhancing Customer Experience Through ESG Practices in UAE Banks

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.


01:05 PM
PANEL SESSION: Digital Transformation- Building Trust and Security in the Digital Era

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. 

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

  • 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.
speaker
Alex Bak Head of Customer Experience, Transformation and Innovation
Commercial Bank International
speaker
David Howard Head of Strategy & Digital Transformation
HAYAH Insurance
speaker
Lianne Braganza-D’Sylva Chief Marketing Officer
Cigna Insurance Middle East
speaker
Sreenath Manghat Head- Strategy & Planning
Bank Dhofar
01:35 PM
LUNCH BREAK
02:30 PM
KEYNOTE : Harmonising VoE (Voice of Employees) and VoC (Voice of Customers) for Customer-Centric Success

The main aim of any VoE or VoC programme is ultimately to boost the bottom line. This is something that can be very clearly measured with the right approach to VoC and VoE. The way employees think, act and treat customers often reflects a companies’ ethos as a whole, and as a result, affects the way customers perceive your brand and the people behind it.


02:45 PM
PANEL SESSION: Cultivating an Org-wide Customer-Centric Culture

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 with delivering exceptional customer experiences in the MENA market.
  • Implementing an insight-driven & customer-centric loyalty programmes personalised to your customers
speaker
Adel Hameed Senior Vice President, Global Customer Success
PayTabs
speaker
Lina Yahya EVP & Head – Customer Excellence & Protection
RAKBANK
speaker
Mai Momani Head of Client Experience
Invest Bank
speaker
Zahoor ul Islam VP, Head of Customer Engagement Technology
Dubai Islamic Bank
03:15 PM
What Can We Learn from the Neobank Revolution?

Exploring the characteristics of successful newcomers that are standing out in between the current competitive landscape. How are traditional financial institutions competing with the disruption created by new digital players?

03:30 PM
PANEL SESSION: Beyond the call- Transforming Customer Experiences through Customer Service

Join us for an insightful panel discussion as industry experts explore cutting-edge strategies to achieve a seamless and uninterrupted customer journey within the banking sector. 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


• Explore the latest advancements in contact centre technology, such
as cloud-based solutions, interactive voice response (IVR) systems, chatbots, and AI-powered virtual assistants.

• Discuss how these innovations can enhance customer service, improve
efficiency, and streamline operations in contact centres within the MENA
BFSI sector.

speaker
Ahmed Alzarooni Senior Vice President for Customer Service
Daman Healthcare
speaker
Kazim Jessa Chief Voice Operations Officer
Tanfeeth

Venue

Conrad Dubai

P.O. Box 115143 Sheikh Zayed Road, Dubai, U.A.E
Located on Sheikh Zayed Road, Conrad Dubai (Trade Centre) offers views of Arabian Gulf, and luxurious accommodations just a 5-minute drive from the Dubai Mall.

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