Why the event

CX is the new battleground many companies lack agile, responsive customer relationship mechanisms to match their growth ambitions. Customer experience programs are no longer a cost, rather it is the way to build value

Attend the only focused event in Egypt meant for organizations obsessed with excellence in customer experience with a core focus on " CX Leadership, Strategy, and Technology".

With data & digital disruption redefining every aspect of business today - this event will help you turn this challenge into an opportunity with foremost experts, the real practitioners sharing their insights to equip you with the strategy, tools and technology needed to make your customers your advocates, delighting them time and again.

Event Highlights

One day event covering all the aspects related to CX in the region- The people, process, technology, culture, strategy
Focused talks on CX by inspirational thought leaders
Special focus on Call-centres , which form an important part of CX
A Special focus on Digital and Technology the most relevant subset of CX today
Learning's from managing CX in a digital pure play model
Focus on technologies like AI and VR to promote better CX
Measuring CX in different models
Understanding how to drive profitability of your CX initiatives

Be part of the West Africa's only CX and Contact Center event hosting more than 100 top CX and Contact Centre experts, business leaders, and industry innovators featuring inspirational, thought-provoking keynotes, panel discussions, techtalks, workshops and a host of networking opportunities.

Why should you attend?

Learn from the region's top CX and contact center experts
Get access to most innovative CX and contact center technologies implemented which has transformed various organizations
Explore CX and contact center strategies, roadblocks, success stories from cross industry experts

Who should attend?

Job Titles

CXO's
Country Heads
Regional Heads
VP
EVP
SVP
Directors
Heads

Enterprises

Customer Experience
Contact centre
Data and Analytics
Digital Transformation
IT
Customer Service Quality
Customer Service
VOC

Who will you meet?

Meet and learn from the leading CX and contact center experts from telecom, BFSI, Retail, Hospitality, Aviation, Government sectors amongst other sectors
Network with our delegates and speakers who are passionate about the best and latest innovations in CX & Contact Centers that help you understand the effective and efficient methodologies of implementing best case practices within your organization
Technology leaders and start-ups who have created path breaking technologies and solutions that have been revolutionising CX and Contact Centers worldwide

Industry leading Solutions Providers who you will meet at the Event

Artificial Intelligence
Big Data & Analytics
Business Intelligence and Reporting
Business Process Management
Customer Experience Management
Customer Experience Consultants
Customer Journey Mapping
Customer insight
Data Quality Enhancement

Customer Satisfaction monitoring
Employee Engagement
Loyalty and Rewards
NPS
Outsourced Call Centres
Predictive Analytics
Robotics and Process Automation
Social Media Management
Software and IT
VOC
Voice of Employees

Speakers

Series Sponsors

Series Media Partners

AGENDA

Day 1

Time	Session
8:00 - 09:10	Registration
09:10 - 09:15	Welcome Address by Phoenix Business Intelligence
09:15 - 09:30	Introducing the Chair
09:30 - 09:50	Creating WOW Memories - The Ultimate Goal of CCO
09:50 - 10:10	Enhancing Customer Experience through Digitalization
10:10 - 10:30	Reserved for Sponsor
10:30 - 11:00	Coffee Break
11:00 - 11:45	Panel Session Having CX as Part of your Organization Core Strategy differentiator amidst market disruption Measuring ROI for your CXO Embracing disruption and implementing continuous innovation across multiple touch points to facilitate your customer Rethinking solutions from Customer viewpoint rather than the traditional product centric view Involve multiple stakeholders to understand and address the need to have CX as part of your core Business strategy Panelist Uti Ellu, Head, Customer Engagement, Allianz Nigeria
11:45 - 12:10	Focal Point: ROX (Return on Experience) Revisiting customer experience and adding employee experience to the mix Digital transformation in the context of customer experience Implementing and measuring experience-related metrics across the business Bringing everyone onboard and getting ready for change Speaker Ali Shabdar, Regional Director M, Zoho
12:10 - 12:30	Focus Panel Session Start Ups Is CX the Game Changer or the Key Enabler of Success in Startups ? Moderator Mayowa Adebayo, Chief Marketing Officer, Wakanow Panelists Joshua Chibueze, Co-founder & CM, PiggybankNG Osakuade Ifeoluwa, Founder & CE, NEO360 Africa
12:30 - 1:15 PM	Panel : Contact Centre – A powerful tool to transform the success of a brand in today’s digital world Leveraging your human touch advantage at the call centre to enable empathetic conversations Managing negative experiences & turning them around to positive ones Giving customer-facing teams the training they need to treat each customer interaction with care and empathy Exploring new age technologies like AI, RPA and Chatbots to assist customer 247, while also ensuring seamless experience across the channels, using one customer view Transforming customer service to resolve queries faster and more cost-effectively Panelists Ubong Nkanta, Head Of Customer Experience*, Hygeia HMO
1:15 - 2:15 PM	Networking Lunch
2:15 - 3:00 PM	Round Table Discussions Discussion 1 - Blending CX with Technology Discussion 2 - Kick Starting a CX focused culture within the organisation Discussion 3 - Engaging Customers on Social media
3: 00 - 3:20 PM	Reserved for Sponsor
3: 20 - 3:40 PM	Developing Effective Metrics to Measure CX Improvements Accurately within your Organisation
3:40 - 4:00 PM	Does your Data & analytics contribute to CX and eventually your bottom line? Data and insights for a superlative CX Translating the dark and untouched data to business value Infusing customer insights into the organisation to promote customer connectedness Speaker Uzo Mkparu, Group Head - CR, Customer Analytics & Insights
4:00 - 4:30 PM	Coffee Break
4:30 - 5:15 PM	Round Table Discussion Discussion - 1 AI, Chat Bots Vs The Human Touch Discussion - 2 Customers your Brand Ambassadors Discussion - 3 CX in your Team's DNA , What the Role of HR
5:15 - 5:45 PM	Conference Closure

Time	Session
10: 30 - 1:30 PM	CX Workshops
2:30 - 5:30 PM	CX Workshops

Conference Location

Cairo Egypt

Hotel Information

The Nile Ritz-Carlton

Contact

I am interested in:*

Sponsor

Exhibit

Speaker

Attend

Which city/cities are you interested in attending?:*

Egypt (18th February 2020)

Jakarta (18th April 2020)

Thailand (10th June 2020)

Nairobi (15th July 2020)

Lagos (October 2020)

Reach us on: +91 8049521553

Write to us: [email protected]

Why the event

Event Highlights

Why should you attend?

Who should attend?

Job Titles

Enterprises

Who will you meet?

Industry leading Solutions Providers who you will meet at the Event

Speakers

Guil Rodrigues

Ahmed Nour

Hussein Khafagy

Peter Halsor

Ali Shabdar

Youssef Negm

Fady Makin

Ahmed Samir

Heba Fadel

Hany Moneim

Khaled Nabhan

Tamer Elsabrouti

Sponsors

Gold Sponsor

Bronze Sponsor

Series Sponsors

Series Media Partners

AGENDA

Having CX as Part of your Organization Core Strategy differentiator amidst market disruption

Panelist

Speaker

Is CX the Game Changer or the Key Enabler of Success in Startups ?

Moderator

Panelists

Panelists

Speaker

Conference Location

Hotel Information

Contact

Mohamad El Hawary

Marketing and Operations Director

Microsoft

Khaled Nabhan

Head of Customer Experience

Bank Audi, Egypt