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
Asma Beljaflah Head of the Emirates Islamic Contact Centre
Tanfeeth
speaker
Banali Malhotra Marketing Strategy Expert
speaker
Codin Caragea Head of Customer Experience
Alinma Bank
speaker
Dr Jelena Janjusevic Academic Head of Accountancy Economic and Finance; Global Director of Studies in Finance
Heriot-Watt University
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 Chief Technology Officer
Ajman Bank
speaker
Maram Habash Senior Vice President and Head - Client Experience and Conduct – Retail Banking & Treasury
Mashreq
speaker
Mayank Srivastava Head of Business Development - MEA
Kaleyra
speaker
Mohamed Roushdy Founder
Fintech Bazaar
speaker
Mohammed Shazzaib Founder & CEO
Beep
speaker
Pavel Bulowski CPO & Co-founder
Meiro
speaker
Pranay Sharma Chief Product Officer in Advanced Analytics CoE
Emirates NBD
speaker
Rahul Otawat VP, Strategy,Analytics & Data Science - Wealth , Neobiz and Business banking
Mashreq
speaker
Radu Topliceanu Executive Vice President, Head of Neo & Personal Banking
Mashreq Neo
speaker
Saad Ansari Co-founder & CEO
Xpence
speaker
Saifuddin Arif nterprise Account Director, UAE
Freshworks
speaker
Siddarth Iyer Head - Digital & CX
GIG Gulf
speaker
Sindhu Sreenath Managing Director
QuestionPro
speaker
Sreenath Manghat Head- Strategy & Planning
Bank Dhofar

Agenda

10:10 AM
KEYNOTE ADDRESS: Customer centricity: from concept to life

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

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

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 
speaker
Codin Caragea Head of Customer Experience
Alinma Bank
speaker
Maram Habash Senior Vice President and Head - Client Experience and Conduct – Retail Banking & Treasury
Mashreq
speaker
Mohammed Shazzaib Founder & CEO
Beep
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

11:15 AM
PRESENTATION: Win big with GenAI: Making GenAI work for your customer service

We explore how generative AI is disrupting the market, delivering impact, and revolutionizing 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
speaker
Saifuddin Arif nterprise Account Director, UAE
Freshworks
11:30 AM
COFFEE BREAK
12:00 PM
KEYNOTE: Listening for 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


speaker
Sindhu Sreenath Managing Director
QuestionPro
12:15 PM
PANEL SESSION: Embracing Emerging Technologies for Customer Experience Innovation

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
speaker
Mamoun Alhomssey Chief Technology Officer
Ajman Bank
speaker
Pranay Sharma Chief Product Officer in Advanced Analytics CoE
Emirates NBD
speaker
Rahul Otawat VP, Strategy,Analytics & Data Science - Wealth , Neobiz and Business banking
Mashreq
speaker
Siddarth Iyer Head - Digital & CX
GIG Gulf
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.

speaker
Mayank Srivastava Head of Business Development - MEA
Kaleyra
01:05 PM
PANEL SESSION: CX Transformation in BFSI- Building Trust and Security in the Digital Era

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.
speaker
Lianne Braganza-D’Sylva Chief Marketing Officer
Cigna Insurance Middle East
speaker
Mohamed Roushdy Founder
Fintech Bazaar
speaker
Sreenath Manghat Head- Strategy & Planning
Bank Dhofar
01:35 PM
LUNCH BREAK
02:30 PM
KEYNOTE: Customer Identity as the Key to Marketing Profitability

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). 

speaker
Pavel Bulowski CPO & Co-founder
Meiro
02:45 PM
PANEL SESSION: The Building Blocks for a Customer-obsessed 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  
  • Implementing an insight-driven & customer-centric loyalty programmes personalised to your customers
speaker
Adel Hameed Senior Vice President, Global Customer Success
PayTabs
speaker
Banali Malhotra Marketing Strategy Expert
speaker
Lina Yahya EVP & Head – Customer Excellence & Protection
RAKBANK
speaker
Mai Momani Head of Client Experience
Invest Bank
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 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.


speaker
Ahmed Alzarooni Senior Vice President for Customer Service
Daman Healthcare
speaker
Asma Beljaflah Head of the Emirates Islamic Contact Centre
Tanfeeth
speaker
Dr Jelena Janjusevic Academic Head of Accountancy Economic and Finance; Global Director of Studies in Finance
Heriot-Watt University

Sponsors

Gold Sponsors
sponsor Partner
sponsor Partner
sponsor Partner
sponsor Partner
Exhibitor
sponsor Partner

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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