26 - 28 November, 2018
Le Méridien Dubai Hotel & Conference Centre, Dubai, United Arab Emirates

Conference Day Two: Tuesday, 27 November 2018

9:00 am - 9:15 am Visionary opening address

DESIGNING THE NEXT GENERATION OF CONTACT CENTRE SERVICE

9:30 am - 10:15 am INTERNATIONAL TRAILBLAZER: Unlock the potential of design thinking as a strategy for innovation

Jemma Greene - Chief Innovation Officer, City of Canning, Australia
  • 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
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Jemma Greene

Chief Innovation Officer
City of Canning, Australia

10:15 am - 10:45 am Digital Innovation and Service Excellence

10:45 am - 11:15 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

11:15 am - 11:45 am NETWORKING BREAK

11:45 am - 12:15 pm Customer experience in the contact centre: How to transform contact centers into customer engagement centres

12:15 pm - 12:45 pm REGIONAL TRAILBLAZER: SEWA customer-centric model: Delight customers, every single time

Syeda Kanizul Fatma - Chief Knowledge Officer, SEWA
  • 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
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Syeda Kanizul Fatma

Chief Knowledge Officer
SEWA

BE THE BEST: DRIVING PERFORMANCE LEVELS TO THE TOP!

INTERACTIVE DISCUSSION HUDDLES

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.