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.
15+ Hyper-focused CX sessions
10+ CX solution oriented sessions
Embark on a journey with Dennis Wakabayashi, the renowned global voice of CX, as he unveils insights from his 2023 exploration into the world of customer service. Prepare to be inspired by his profound insights that redefine the essence of customer experience. Witnessing firsthand the challenges and triumphs of frontline agents from various corners of the globe, Dennis brings forward these compelling revelations:
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.
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.
Unified CXM with AI is a dynamic strategy that uses artificial intelligence to create personalised, efficient, and data-informed customer experiences. In this session, you will explore - scalability in personalization, streamlined multichannel engagement, and data-driven decision-making benefit businesses in terms of customer satisfaction and growth.
In this session, we examine how customer experience could be at the forefront of the Middle East’s initiatives.
Contact centre leaders are currently facing persistent difficulties in managing CX and employee experience (EX), leading to various challenges. These include issues like attrition, high operational costs, slow adoption of technologies and barriers to cross-functional access of customer data.
The meteoric growth of AI has influenced every aspect of modern business, particularly its ability to streamline and optimise the customer experience - removing friction from the buyer journey, generating more leads, and boosting sales to previously unseen heights. As creators of the most comprehensive suite of CX tools embedded with AI on the market, Adobe is uniquely positioned to share examples and learnings of how top brands leverage this powerful technology. So, whatever your current tech stack or platform looks like, join us for game-changing insights and inspiration to supercharge your customer experience, including:
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.
In this session, our speaker addresses the multifaceted challenges confronting consumers and businesses in the present era. We explore the fascinating concept of the "Dopamine Effect," where the ultimate measure of customer experience hinges on the release of the neurotransmitter dopamine. This discussion also charts the course for the future of customer experience, offering innovative insights and solutions to enhance the relationship between consumers and brands.
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.
In this discussion, we will explore the dynamic and evolving landscape of business operations and how organisations are adapting to the ever-shifting economic environment. Our focus will be on omnichannel strategies, which have become increasingly essential for businesses to remain competitive and resilient in these challenging times. We will delve into the latest trends, best practices, and real-world examples of successful omnichannel approaches that help companies navigate the complexities of the modern economy.
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.
The customer journey remains an ongoing endeavour, and no aspect is more vital than understanding their satisfaction. In this session, Tamer delves into the art of crafting a seamless feedback loop to measure and enhance this satisfaction, by:
The essence of a successful digital transformation lies in delivering an enhanced experience for all. As we navigate through another challenging period testing businesses' resilience, those adopting a holistic, silo-free approach to experience will emerge stronger. This session underscores the critical need for businesses to embrace a comprehensive strategy in overcoming challenges and thriving in dynamic environments.
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:
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.
In this engaging discussion, we will delve into the untold stories of customer experience (CX) failures and mishaps, revealing valuable lessons hidden within these setbacks. Discover how embracing failure, learning from mistakes, and adapting strategies can lead to transformative CX innovations. Prepare to gain a fresh perspective on navigating the complex world of CX by embracing the power of failing forward.
In today's dynamic business landscape, understanding and evolving customer experience is crucial. This presentation explores the shift from viewing customers as data to recognizing them as humans. Discover the key components of a potent CX strategy—empathy, AI, and EX—and their impact on short and long-term customer experience. Empowered with this insight, businesses can establish a robust CX strategy to gain a competitive edge and drive growth.
Generative artificial intelligence (AI) is transforming the traditional contact centre landscape, revolutionising customer interactions, and redefining the role of agents. Moreover, it empowers contact centres with advanced capabilities, enabling them to automate tasks, enhance customer experiences, and unlock new efficiencies.
What should be the ideal next-best interaction with the customer after you've just had one, spanning the entire CX spectrum? In today's dynamic business landscape, organisations have access to an extensive array of customer data, encompassing both physical and digital touchpoints that can be harnessed to anticipate and fulfil their needs proactively. This topic delves into the concept of leveraging your digital engine, which integrates data analytics, artificial intelligence (AI), and machine learning across all customer touchpoints, to anticipate customer needs and seamlessly deliver their next-best experience – whether online or offline.
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.
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.
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.