26 - 28 November, 2018
Le Méridien Dubai Hotel & Conference Centre, Dubai, United Arab Emirates
Le Méridien Dubai Hotel & Conference Centre, Dubai, United Arab Emirates
Conference Day Two: Tuesday, 27 November 2018
9:30 am - 9:45 am Chairman opening address
DESIGNING THE NEXT GENERATION OF CONTACT CENTRE SERVICE
9:45 am - 10:30 am INTERNATIONAL TRAILBLAZER: Unlock the potential of design thinking as a strategy for innovation
- What is design thinking?
- Interactive and collaborative: How to foster idea generation, processing and a new way of thinking about the process of innovation
- Digital strategy: Empowering your organisation to embrace digital innovation and digital enablement in order to deliver digital transformation
10:30 am - 11:00 am Digital Innovation and Service Excellence
Dr. Mazin Abdelaziz Gadir,
Senior Specialist,Dubai Health Authority
11:00 am - 11:30 am Digital Culture as an enabler for enriching people experience
- How to transform contact centres into customer engagement centres
- Empowering customers through advanced contact centre technologies
- Turn your contact centres into a premium customer engagement centre by always being one step ahead of the customer
11:30 am - 12:00 pm NETWORKING BREAK
12:00 pm - 12:45 pm The Key to happy: Managing customer service excellence
12:45 pm - 1:15 pm Future proof contact center model
1:15 pm - 1:45 pm REGIONAL TRAILBLAZER: SEWA customer-centric model: Delight customers, every single time
- Insight into this bespoke model that transformed SEWA into a customer-facing brand
- Understand what it takes to sustain SEWA brand identity to retain loyal customers
- From a call centre to a listening centre: Redefining SEWA’s customer service pledge
1:45 pm - 2:40 pm Closing remarks and Lunch
The published programme is correct at time of printing. However, given the seniority of our speakers and the nature of their roles, speakers may subsequently substitute or remove themselves from the programme. This is always regrettable, and we will always try to replace the speaker with a speaker with equivalent insight.