CX NXT Customer Experience Summit - United Arab Emirates

16 - 17 November 2022 | Address Dubai Marina, Dubai

ABOUT THE EVENT

CX NXT is on a mission to demonstrate how technology, strategy and culture can provide the experience that new-age customers demand.

CX NXT UAE brought together global as well as region-based CX experts, brand, and product leaders in-person to share insights, inspirations, and experiences. Top analysts, innovative technology providers, and marketers came together as a community to exchange notes and prepare for CX’s success in 2023 and beyond.

CX NXT IN NUMBERS 

200 + Attendees

150+ companies 

30+ Speakers 

20+ Industries 

15+ Hyper-focused sessions

Speakers

speaker
Abdulaziz Alshamsan Former Executive Director General - Customer Experience | Ministry of Human Resources and Social Development - KSA
speaker
Abhinav Mishra Director - Strategy, Martechvibe
speaker
Ahmad Salama VP & General Manager MENAT, ContentSquare
speaker
Ahmed Eissa Regional Head Middle East, Freshworks
speaker
Alasdair Kilgour Vice President – MEA, Turkey, and Israel, Tealium
speaker
Aloki Batra Chief Executive Officer, FIVE Hotels and Resorts
speaker
Diego-Tarek de Aristegui Chief Marketing Officer, MANO
speaker
Dina Kahiel Director, Mastercard Experience Centers EEMEA, Mastercard
speaker
Grégoire Charpe-Civatte Group Director - Customer Experience & Innovation, Majid Al Futtaim
speaker
Hazem El Zayat Chief Experience Officer, MENA Memac Ogilvy
speaker
Kartik Bhatt Chief Operating Officer, GCC & South East Asia, Sharaf Retail
speaker
Khaled Alaa El Din Head of Experience, talabat
speaker
Khaled Nabhan Head of Customer Experience, First Abu Dhabi Bank
speaker
Kunal Badiani Senior Director META, MoEngage
speaker
Leo Dovbenko Founder & Chief Executive Officer, Yalla!market
speaker
Maurice van der Heijden Head of Customer Experience Business EMEA, Verint
speaker
Moe Abeidat Vice President of Technology, Aramex
speaker
Mohamad AlSalman Marketing Science Specialist, Anghami
speaker
Mohammed Al Ogaily VP of Product Anghami
speaker
Pallav Singhvi Head of E-commerce Business & Marketing, Almosafer Company
speaker
Paul Herman Vice President of Customer Engagement & Market Intelligence, Sprinklr
speaker
Qaalfa Dibeehi Dean of the Customer Experience Leadership Institute, Majid Al Futtaim
speaker
Ragy Thomas Founder & CEO, Sprinklr
speaker
Rahul Rajpal Director Global Customer Experience - Google Ads, Google
speaker
Ravi Raman Editorial Director, Martechvibe
speaker
Russel Bacha Head of Technology & Loyalty, Virgin Megastore, SA
speaker
Sanjay Swamy Director, Martechvibe
speaker
Sasha Kurdiuk Head of Product, Shahid
speaker
Steven Van Belleghem Keynote Speaker and Bestselling author
speaker
Sumit Srivastava Digital & Commercial Officer, Virgin Mobile, UAE
speaker
Sunny Rao Rao SVP of API Global Sales, Vonage
speaker
Umesh Chopra Market Intelligence Manager, Sharjah Cooperative Society
speaker
Vibha Thusu Global Head of Marketing & Communications, HIMEL
speaker
Wilfrid Kroath Regional Lead, ContentSquare
speaker
Zafeer Shamsudeen Director of Sales & Marketing, Al Rawabi

Agenda

10:00 AM
WELCOME NOTE


10:05 AM
KEYNOTE ADDRESS - The Offer You Can’t Refuse
  • What if customers expect more than just convenience?
  • How can you become a partner in life for your customers?
  • How can you add value for society in a way that it brings value to your customers?
10:05 AM
KEYNOTE ADDRESS : A Slightly “Unconventional” Perspective On Customer Experience
  • The moment we’re in: an overview of CX maturity across the globe
  • How to win at CX: advice and strategies to deliver superior CX
  • How to fail: thoughts and cases tracking the deadly traps along the way
speaker
Grégoire Charpe-Civatte Group Director - Customer Experience & Innovation, Majid Al Futtaim
10:20 AM
Every Enterprise Wants The Best CX. Is Your Brand’s Digital Edge Ready For That?
  • How CX dictates the health of brands irrespective of industry
  • Understanding customer intent, and engaging with them in real-time
  • Digital Edge – a critical aspect for a truly unified Customer Experience
speaker
Moe Abeidat Vice President of Technology, Aramex
speaker
Ragy Thomas Founder & CEO, Sprinklr
10:30 AM
PANEL DISCUSSION – Quick Commerce: Future or Fad?
  • Understanding quick commerce as a retail trend and adoption in the Middle East
  • Creating differentiation in an over-saturated marketplace
  • Delivering on brand promises, actions that influence market dynamics
speaker
Abhinav Mishra Director - Strategy, Martechvibe
speaker
Diego-Tarek de Aristegui Chief Marketing Officer, MANO
speaker
Khaled Alaa El Din Head of Experience, talabat
speaker
Leo Dovbenko Founder & Chief Executive Officer, Yalla!market
10:40 AM
PANEL DISCUSSION – CX Expectations are Rising. Is Your CX Toolkit Ready?
  • Delivering customer value, and ensuring seamless movement via each touchpoint
  • How can you anticipate, adapt, shape customer expectations and drive loyalty through CX?
  • Building resilience to pivot in response to evolving market dynamics
speaker
Khaled Alaa El Din Head of Experience, talabat
speaker
Khaled Nabhan Head of Customer Experience, First Abu Dhabi Bank
speaker
Paul Herman Vice President of Customer Engagement & Market Intelligence, Sprinklr
speaker
Sanjay Swamy Director, Martechvibe
speaker
Zafeer Shamsudeen Director of Sales & Marketing, Al Rawabi
11:00 AM
COFFEE BREAK
11:10 AM
Become a Conversational Commerce Trailblazer – The Drive for CX Innovation
  • Conversational Commerce global trends
  • Lessons from trailblazing organisations
  • How to grow with Conversational Commerce next year
speaker
Sunny Rao Rao SVP of API Global Sales, Vonage
11:25 AM
COFFEE BREAK
11:30 AM
How to Measure and Prove ROI on CX Investments
  • Why is measuring ROI on CX investments important?
  • Setting measurable outcomes
  • Highly practical, repeatable processes to implement
11:55 AM
FIRESIDE CHAT: Who Owns the Customer?
  • How many touch-points do you control directly? Do you have consistency in the ones you do not?
  • How can we maximise on partner management relationships to better our CX
  • Solutions to bring transparency and innovation into your partner management system
speaker
Rahul Rajpal Director Global Customer Experience - Google Ads, Google
speaker
Ravi Raman Editorial Director, Martechvibe
11:55 AM
DNA CX: How to Achieve the Goal of Having CX Become Part of the DNA of an Organisation
  • What are the two ways of gauging DNA CX in an organisation?
  • What is the most often neglected fundamental question of DNA CX?
  • What does DNA CX look like operationally?
12:10 PM
All Or Nothing – Transforming your Customer Experience Needs One Workforce
  • What global CX leaders perceive as the biggest challenges in 2022
  • How the rise of Digital First changes the rules of the game
  • The keys to success to thrive in this new landscape
speaker
Maurice van der Heijden Head of Customer Experience Business EMEA, Verint
12:25 PM
PANEL DISCUSSION - Do Happy Employees Make Happy Customers?
  • Insights: How the employee experience impacts customer experience
  • CX & employee-brand advocacy: is it overrated?
  • How can data and gamification encourage the workforce to reach max potential
speaker
Abhinav Mishra Director - Strategy, Martechvibe
speaker
Umesh Chopra Market Intelligence Manager, Sharjah Cooperative Society
speaker
Vibha Thusu Global Head of Marketing & Communications, HIMEL
12:25 PM
The Game of Continued Loyalty & Retention
  • The subscription business model is now industry-agnostic
  • Tapping the right audience, tracking the right metrics
  • Building the right programmes to solve existing business challenges
speaker
Sasha Kurdiuk Head of Product, Shahid
12:45 PM
FIRESIDE CHAT: Can CXOs be the Next CEOs?
  • What does it take to lead a CX team?
  • Customer empathy, and the ability to use data in decisionmaking
  • Solutions to operationalise strategy
speaker
Aloki Batra Chief Executive Officer, FIVE Hotels and Resorts
speaker
Ravi Raman Editorial Director, Martechvibe
12:55 PM
Effortless Customer Service for the Digital-first Era
  • What ‘effortless’ customer service means for the modern customer
  • How customer service agents can be empowered to deliver delight
  • How businesses should leverage the right tech to keep pace
speaker
Ahmed Eissa Regional Head Middle East, Freshworks
01:05 PM
PANEL DISCUSSION – How to Solve the Cart Abandonment Challenge
  • A common challenge demands a unique solution
  • Strategies to increase the personalisation of recommendations and engagement via individualised messaging
  • Technology solutions that can make marketing efforts more impactful towards loyalty and ROI
  • The wider meaning of conversion beyond eCommerce
speaker
Ahmad Salama VP & General Manager MENAT, ContentSquare
speaker
Kartik Bhatt Chief Operating Officer, GCC & South East Asia, Sharaf Retail
speaker
Sanjay Swamy Director, Martechvibe
speaker
Sumit Srivastava Digital & Commercial Officer, Virgin Mobile, UAE
01:10 PM
PRESENTATION : Identify Data Points Within Your CX Journey
  • How to navigate non-linear customer journeys
  • Delivering messaging across multiple channels and devices
  • Using data to keep up with changing consumer behaviours
speaker
Hazem El Zayat Chief Experience Officer, MENA Memac Ogilvy
01:25 PM
The Human Experience in the Future of CX
  • How to build a more digitally accessible experience on your website
  • The need-to-know advice on ensuring your website is fast for your customers
  • Why experimentation (and even the tests that fail) will create a better human experience
speaker
Wilfrid Kroath Regional Lead, ContentSquare
01:35 PM
CLOSING REMARKS
01:40 PM
Lunch & Networking
01:40 PM
LUNCH BREAK
02:30 PM
End of Summit
02:30 PM
CX AWARDS

Customer Experience leaders from the region will be celebrated for their work in CX and their contributions to the community. This year’s award category includes: CX Strategy Stalwarts.

02:45 PM
FIRESIDE CHAT: Why CX Matters for Consumerfacing brands like Almosafer & What it Means to Deliver ‘Super CX’
  • How the term ‘customer experience’ has evolved in recent years
  • How to measure CX – Critical key data points and/or KPIs
  • What is the ideal tech stack to have for delivering better CX?
speaker
Kunal Badiani Senior Director META, MoEngage
speaker
Pallav Singhvi Head of E-commerce Business & Marketing, Almosafer Company
03:05 PM
PANEL DISCUSSION: How Anghami Monetised the Largest ‘First-Party’ Data Pool Available in MENA
  • The first legal music streaming platform and digital distribution company in MENA offering its 98 million users over 70 million International and Arabic songs
  • In the last 6 months, Anghami took on the task of uploading 98 million registered user profiles to their Customer Data Platform in just 10 days (55+ attributes per user), before pushing them to marketing platforms
  • This enabled discovering additional audiences off-app as well as new revenue streams
speaker
Alasdair Kilgour Vice President – MEA, Turkey, and Israel, Tealium
speaker
Mohamad AlSalman Marketing Science Specialist, Anghami
speaker
Mohammed Al Ogaily VP of Product Anghami
03:20 PM
PRESENTATION : Streamlining CX Within Your Organisational Structure
  • Maturity of CX in the public sector
  • Improving CX strategies within an inclusive environment
  • Choosing the best framework to develop your CX transformation program
speaker
Abdulaziz Alshamsan Former Executive Director General - Customer Experience | Ministry of Human Resources and Social Development - KSA
03:35 PM
FIRESIDE CHAT: Is CX At The Core Of Your Brand DNA?
  • Creating a customer-obsessed culture, and empowering teams cross-functionally
  • Turn customer intelligence into actions
  • Turning happy customers into brand advocates
speaker
Abhinav Mishra Director - Strategy, Martechvibe
speaker
Dina Kahiel Director, Mastercard Experience Centers EEMEA, Mastercard
03:45 PM
CLOSING REMARKS
03:50 PM
Exclusive Networking Reception Sponsored by SAP

Past Sponsors

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Venue

Address Dubai Marina, Dubai

Al Marsa Street, 66, Dubai Marina P.O. Box 32923, Dubai, UAE
Dubai is a city and emirate in the United Arab Emirates known for luxury shopping, ultramodern architecture and a lively nightlife scene. Burj Khalifa, an 830m-tall tower, dominates the skyscraper-filled skyline. At its foot lies Dubai Fountain, with jets and lights choreographed to music. On artificial islands just offshore is Atlantis, The Palm, a resort with water and marine-animal parks

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