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 challenges from understanding customer needs and pain points, organisational data silos, regulatory frameworks and outdated tools across different regions across the Middle East.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

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

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 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

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.

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.

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.

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

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?

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.