CX NXT - CUSTOMER EXPERIENCE SUMMIT, UAE

5th Global Edition | 15-16 November, 2023 | Address Dubai Marina

ABOUT THE EVENT

The United Arab Emirates is an ideal destination to focus on customer experience (CX) now more than ever. In today’s competitive landscape, delivering exceptional customer experiences is seen as a significant competitive edge.

The goal of the CX NXT summit is to showcase how technology, strategy, and culture can come together to deliver an optimal experience that today’s customers expect and demand.

Over 300+ CX leaders & practitioners will join this two-day event to witness power-packed conference sessions delivered by CX experts and participate in engaging activities. It promises to be a chance to understand and plan for the dynamic future of the CX landscape, and take away practical ways to help your business grow.

WHAT TO EXPECT AT CX NXT UAE EDITION

300+ Attendees
200+ Companies
30+ Speakers
15+ Hyper-focused CX sessions
10+ CX solution oriented sessions

Past Speakers

speaker
Adrian Swinscoe Author, Forbes contributor, Speaker, Investor, Advisor, Aspirant CX Punk - Punk CX
speaker
Grégoire Charpe Civatte Vice President – Customer Experience & Innovation - Majid Al Futtaim
speaker
Dennis Wakabayashi Global Voice of CX - Team Wakabayashi
speaker
Abhishek Jajodia Executive Director and Acting Head of Digital Experience - Global Transaction Banking - First Abu Dhabi Bank
speaker
Amélie Brechoire Vice President - Loyalty and Guest Experience, Middle East, Africa and Asia - Accor
speaker
Amitej Vaid Sales Director, Middle East - NICE Ltd.
speaker
Ali Hussain Conversational Experiences Expert - Infobip
speaker
Anuvrat Gaurav Regional Country Director - SellAnyCar.com Group
speaker
Eman Talaat Head of Experience Design - Department of Government Enablement [Abu Dhabi Emirate]
speaker
Fahed Bizzari Founder & Mentor - The ChatGPT Accelerator
speaker
Feras Ahmed Chief Executive Officer - Silah Gulf
speaker
Harsha Thawani Associate Director, Digital Marketing - KPMG
speaker
Iman Omar Senior Director Enterprise Sales - Construction, Infrastructure & Hospitality Vertical Head - e& enterprise
speaker
Jad Hindy Senior Vice President, Marketing - Expo City Dubai
speaker
Karan Chimnani E-Commerce & Digital Marketing Director - Yas Island & Saadiyat Island - Miral Destinations
speaker
Kareem Mazhar Global Vice President of Customer Experience - Rain
speaker
Kim Hardaker CX Specialist, Former Managing Director, Etihad Guest and Vice President, Loyalty & Partnerships - Etihad Airways
speaker
Ledi Lapaj Director of Customer Experience - Bank al-Etihad
speaker
Mahek Punjabi Marketing Director - InstaShop
speaker
Mayank Srivastava Head of Business Development - MEA - Kaleyra
speaker
Milbes Yara Global Vice President - Marketing - CEQUENS
speaker
Mohammed Ali Director of Digital and Innovation - Emirates Post Group
speaker
Nuran Mekky Group Head - CVM Operations and Customer Experience - Gargash Group
speaker
Peter Dibben Country Manager & Head of Middle East - Adobe
speaker
Pradeep Kumar Head of Service Excellence & Contact Centre - GCC - Aster DM Healthcare
speaker
Rahul Otawat Vice President, Strategy, Analytics & Data Science - Wealth, Neobiz & Business Banking - Mashreq Bank
speaker
Rashid Aljneibi Head of Technology EngageX - e& enterprise
speaker
Saeed Alajou Senior Director and General Manager UAE - Unifonic
speaker
Sagarika Nayak Director - Customer Success & Voice of Customer - GMG
speaker
Sanjay Swamy Co-founder & Director - Martechvibe
speaker
Shadi Hatoum Sales Director MEA - Tealium
speaker
Tamer Elsabrouti Regional Director of Contact Centres - OSN
speaker
Vaishnav Bansal Divisional Vice President - Sprinklr
speaker
Vishal Krishnamurthy Senior Manager– Solutions Advisory - Sprinklr
speaker
Yassir Dellero Customer Workflows Lead for South EMEA - Service Now

Agenda

10:05 AM
KEYNOTE ADDRESS : Resolving the CX Identity Crisis: Fuelling Relevance & Impact for Future-Ready Teams

Once a bright shiny object, CX functions have since become a permanent part of the corporate landscape for the last 5 to 10 years. They now enter a new era where their value proposition, areas of focus and impact levels need to be reinvented. In this keynote, we’ll explore the biggest threats and opportunities lying ahead and offer to reinvent Customer Experience functions through culture shifts, scope redefinitions and much more.

  • The evolution of CX from trend to corporate mainstay
  • CX's looming challenges and transformative opportunities
  • Strategies to revitalise CX through culture and scope redefinition
speaker
Grégoire Charpe Civatte Vice President – Customer Experience & Innovation - Majid Al Futtaim
10:25 AM
The Real-Time Power of Leveraging First-Party Data

This session is your gateway to unlocking real-time personalization of customer experiences through the strategic use of your first-party data. Explore the dynamic intersection of data and customer engagement, discovering how it not only enhances user experiences but also leaves a positive mark on your bottom line. Join us as we delve into top use cases for orchestrating customer data, drawing insights from successful customer stories. Learn the best practices that our clients swear by as they capitalise on their first-party data to drive revenue.

  • Exploring the potential of using your own data to enhance user experiences and boost your bottom line
  • Practical examples and real success stories of companies effectively using first-party data to improve customer engagement
  • Tried-and-true strategies that successful clients rely on to capitalise on their first-party data and drive revenue
speaker
Shadi Hatoum Sales Director MEA - Tealium
10:40 AM
PANEL DISCUSSION: A Citizen-first Approach to CX: Capitalising on the Happiness Metre

In this session, we examine how customer experience could be at the forefront of the Middle East’s initiatives.

  • Exploring how CX in the public sector can be tailored to address the unique cultural and societal needs of the ME, while still meeting global standards of excellence
  • Specific metrics and methodologies that CX departments in the public sector can employ to effectively measure the impact of their initiatives on citizens' quality of life
  • Role of emerging technologies like AI, chatbots, and virtual assistants in enhancing CX in the public sector, and how they can be deployed effectively
speaker
Dennis Wakabayashi Global Voice of CX - Team Wakabayashi
speaker
Eman Talaat Head of Experience Design - Department of Government Enablement [Abu Dhabi Emirate]
speaker
Jad Hindy Senior Vice President, Marketing - Expo City Dubai
speaker
Rashid Aljneibi Head of Technology EngageX - e& enterprise
11:10 AM
COFFEE BREAK
11:30 AM
The Rise of Conversational Commerce: Insights for CX Leaders in 2023

In this session, you will gain deeper insights into the evolving landscape of conversational commerce, a critical area that is redefining how businesses engage with their customers.

Moreover, you will also explore the dynamic and rapidly changing world of conversational commerce, where the intersection of technology, communication, and customer experience is driving innovation.

  • Exploring the latest global trends in conversational commerce
  • The rising future of CPAAS in the Middle East and its use cases
  • Strategies for harnessing the power of conversational commerce to drive growth in the upcoming year
speaker
Mayank Srivastava Head of Business Development - MEA - Kaleyra
11:45 AM
Navigating the Omnichannel Complexity: A Strategic Journey

Join us on a journey through the intricate web of omnichannel complexities and innovative strategies to effectively navigate this dynamic landscape. Explore often overlooked implications for internal steering and management practices when implementing a successful omnichannel approach.

  • Customer-Centric Focus: Discover why a true omnichannel experience hinges on a customer-centric approach, complete with personalised customer journeys.
  • Organisational Transformations: Understand the necessity of reevaluating your organisational structure and embracing new steering models and KPIs to support omnichannel effectiveness.
  • Technology and Infrastructure: Learn how a robust technical infrastructure and data capabilities are vital for facilitating real-time interactions, seamless data exchange, and the maintenance of a unified customer record in the omnichannel realm.
speaker
Ledi Lapaj Director of Customer Experience - Bank al-Etihad
12:00 PM
PANEL DISCUSSION: Designing Zero-effort Convenience Journeys: A Competitive Necessity

Customers today consider ultra-convenient services as a basic need rather than a differentiator. Failing to meet their ‘convenience’ expectations can lead to losing customers. By examining real-life examples and discussing practical strategies, attendees will gain insights on how to create seamless and effortless customer journeys that minimise friction and elevate the overall experience. They can also discover how investing in ‘convenience’ helps businesses stay ahead of the competition and retain valuable customers.

  • Identifying the fundamental components required for seamless customer journeys and strategies to remove friction points
  • Exploring metrics and methodologies to assess convenience levels and emphasising the importance of continuous improvement
  • Using technologies such as automation and self-service solutions to streamline processes and reduce customer effort
speaker
Dennis Wakabayashi Global Voice of CX - Team Wakabayashi
speaker
Feras Ahmed Chief Executive Officer - Silah Gulf
speaker
Kareem Mazhar Global Vice President of Customer Experience - Rain
speaker
Mohammed Ali Director of Digital and Innovation - Emirates Post Group
speaker
Nuran Mekky Group Head - CVM Operations and Customer Experience - Gargash Group
12:30 PM
Elevating Customer Experiences: The Emergence of AI-Driven Conversations

In this captivating session, we'll uncover the transformative influence of incorporating AI-driven dialogues into the CX realm and explore the far-reaching effects it holds for enhancing customer satisfaction and fostering loyalty. Our exploration will encompass:

  • The Art of Personalization and Human Connection: Delve into the art of striking the perfect balance between automation and the human touch within conversational experiences. 
  • Achieving Excellence in CX at Scale: Uncover effective strategies for scaling up exceptional conversational experiences.
  • AI's Pivotal Role in Conversations: Discover how AI chatbots adeptly comprehend context and intent, responding intelligently to enhance the overall CX.
speaker
Ali Hussain Conversational Experiences Expert - Infobip
12:45 PM
PANEL DISCUSSION: Is Omnichannel Causing More Challenges than Solutions?

Brands are putting their best foot forward to avoid leaving negative impressions on consumers. One way to ensure the same is by having omnichannel synchronicity or orchestration. Lack of orchestration is the latest CX challenge many digital-first businesses face. This session focuses on the obstacles presented by the intricate nature of omnichannel in the customer experience industry.

  • Effortlessly integrating omnichannel strategy while preserving context to prevent customers from repeating themselves during channel transitions
  • Implementing new and emerging platforms operationally and assessing whether your software possesses the necessary capabilities to seamlessly integrate them
  • Having digital entry points for every customer’s journey to ensure smooth orchestration across all channels
speaker
Dennis Wakabayashi Global Voice of CX - Team Wakabayashi
speaker
Harsha Thawani Associate Director, Digital Marketing - KPMG
speaker
Karan Chimnani E-Commerce & Digital Marketing Director - Yas Island & Saadiyat Island - Miral Destinations
speaker
Ledi Lapaj Director of Customer Experience - Bank al-Etihad
01:15 PM
Lunch Break
02:15 PM
Experivia - The CX Showdown: How To Create A Wow Experience - Top Tips From A CX Punk


speaker
Adrian Swinscoe Author, Forbes contributor, Speaker, Investor, Advisor, Aspirant CX Punk - Punk CX
03:15 PM
Sustainably Ever After: Exploring ESG's Impact on Customer Devotion

In a constantly changing landscape, strategies to earn customer loyalty are influenced by technology, new consumers, economic pressures, and now ESG commitments. Let's unpack the true drivers of brand loyalty.

  • Where has the industry been and are we continuing in the same direction?
  • Should we view loyalty as the actions or the outcome?
  • How do we build ESG into our loyalty strategies?
speaker
Kim Hardaker CX Specialist, Former Managing Director, Etihad Guest and Vice President, Loyalty & Partnerships - Etihad Airways
03:30 PM
Customer-Centric Loyalty: Driving Business Growth through Personalisation

In the quest to cater to the evolving and dynamic needs of today's customers, loyalty programs have emerged as invaluable tools. This session unravels the art of leveraging loyalty programs to craft personalised experiences that perfectly align with your customers' demands. Dive into the strategies, insights, and success stories that reveal how personalization, driven by loyalty programs, isn't just about customer satisfaction—it's also a potent catalyst for maximising your business performance. Explore the bridge between loyalty and personalization in this transformative journey towards enhanced customer experiences and business success.

  • Loyalty programmes as a great source of valuable data facilitating an omnichannel personalised experience
  • Leveraging  the benefits and value proposition of your loyalty programme to meet your customer expectations and encourage stickiness
  • How ultimately your loyalty strategy should serve your business performance and demonstrate a clear ROI 
speaker
Amélie Brechoire Vice President - Loyalty and Guest Experience, Middle East, Africa and Asia - Accor
03:45 PM
FIRESIDE CHAT: Adapting for Alignment: Navigating through Evolving Consumer Trends to Thrive

We delve into the importance of updating personas and explore the significance of reflecting updated user and market behaviour to ensure personas remain relevant and effective. By keeping pace with dynamic consumer needs, businesses can gain valuable insights and adapt their strategies accordingly, fostering a deeper understanding of their target audience.

  • Enhancing relatability & actionability through realistic scenarios and practical templates
  • Effectively conveying user needs and goals to stakeholders, team members, and departments while aligning different teams' understanding of the target audience
  • Ensuring personas reflect updated user and market behaviour to stay in tune with evolving consumer needs
speaker
Dennis Wakabayashi Global Voice of CX - Team Wakabayashi
speaker
Anuvrat Gaurav Regional Country Director - SellAnyCar.com Group
speaker
Mahek Punjabi Marketing Director - InstaShop

Past Sponsors

Gold Sponsors
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Associate Sponsors
sponsor Partner
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CX Transformation Partner
sponsor Partner
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Silver Sponsors
sponsor Partner
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sponsor Partner

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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