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.

  • 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

Job Titles

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


  • 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


Ahmed Nour

Co-founder & GM

Oka Truck

Hussein Khafagy

Head Of Customer Experience


Peter Halsor

Former Chief Customer Experience Officer

Riyad Bank

Ahmed Samir

Director Customer Experience & Planning

WE Telecom Egypt

Heba Fadel

Head of Customer Experience


Hany Monein

Senior Advisor & Consultant

Telecom Egypt

Khaled Nabhan

Head of Customer Experience

Bank Audi Egypt

Tamer Elsabrouti

Director of Customer Service


Ahmed Rasekh

Founder & CEO


Sriram narayanan

vice president Sales – india Channels and rest of World

Automation Anywhere

Ali Shabdar

regional Director - MEA


dalia el nazer

Senior Manager, Group Customer Service

Alshaya Egypt

mohamed el toumy

Director Consumer Insights


nahla Salem

Head of Service Quality Improvement

Bank Audi

khaled alaa el din

Head of Customer Experience


mark Fahmy

Business Development Manager – CATLEENA



Strategic RPA Partner

Gold Sponsor

Bronze Sponsor

Associate Sponsor

Networking Partners

Series Sponsors

Series Media Partners


Contact us for speaking opportunities

Time Session

8:00 - 09:20 AM

09:20 - 09:25 AM

09:25 - 09:30 AM

09:30 - 09:50 AM


evolving Role of a CX leader

  • The CXO is the new CMO
  • Managing the shift from advertising to delivery
  • The connection between CX and EX - success recipe
  • The role of CXO in aligning customer and organization

Ahmed Samir, director Customer Experience & Planning, WE Telecom Egypt

09:50 - 10:20 AM

CXO Panel discussion:

How Organisation Can bridge the gap between their CX ambitions and CX Capabilities?

  • Role of the Board members to acknowledge and be responsible for CX transformation
  • Embedding CX into each aspect of an organization’s culture.
  • Alignment of CX and EX before investing in technology.
  • Establish a comprehensive set of CX metrics and ensuring customer is always the primary focus

Ali Shabdar, Regional Director - MEA, ZOHO


Heba Fadel, Global Head of Customer Experience, Swvl

Ahmed Rasekh, Founder & CEO, Gatjed

Mohamed El Toumy, Director Consumer Insights, Nielsen

10:20 - 10:40 AM

Focal Point: ROX

Building information systems that work for Human beings remains a challenge in 2020, impacting customer and employee experience, productivity, and the bottom line.

  • Revisiting customer experience goals and adding employee experience to the mix
  • Implementing, measuring, and acting on experience-related metrics across all business functions, and
  • bringing everyone onboard and working together towards change

Ali Shabdar, Regional director - MEA, ZOHO

10:40 - 11:10 AM

11:10 - 11:40 AM

CX Diaries :

10-minute CX thought leadership talks from pioneering cross-industry experts

  • Foundations for CX Success
  • Addressing Latest trends across the digital terrain.
  • Overcoming challenges in CX Transformation
  • Success stories and Q & A

E-Commerce: Hussein Khafagy , Head Of Customer Experience at, AWOK.com, Dubai

Logistics: Ahmed Nour, Co-founder & GM, Oka Truck

Tamer Elsabrouti, director of Customer Service, OSN

11:40 - 12:00 PM

The digital workforce and the future of work

AI and process automation are enabling enterprises to drive innovation, increase productivity and enhance customer experience while fundamentally transforming the nature of human work. Get to know how Intelligent Automation powered by advancement in RPA along with Analytics and AI can create a new wave of digital transformation for your business enterprise

  • How intelligent automation and RPA can augment business digital transformation
  • The role of digital workers in a new era of productivity and innovation
  • Find out how digital Workers can augment multiple business functions, across industries

Sriram Narayanan, Vice President Sales – India Channels and Rest of World, Automation Anywhere

12:00 - 12:20 PM

Spotlight Session:

Unlocking the doors of CX to prepare for the rise of gen Z

  • How to capture valuable insight to create experience they love
  • Understand how will CX shape the Gen Z expectations?
  • Anticipating what they are looking for and how they want to be served
  • Role of personalization in building brand loyalty in Gen Zers

Hany Monein, Senior Advisor & Consultant, Telecom Egypt

12:20 - 12:45 PM

Designing & impementing an effective CX transformation programme

Peter Halsor, Former Chief Customer Experience Officer, Riyadh Bank

12:45 - 2:00 PM

2:00 - 2:20 PM

Leveraging customer experience to manager your product

Heba Fadel, Global Head of Customer Experience, Swvl

2:20 - 2:45 PM

CX & service… beyond service

Mark Fahmy, Business Development Manager – Catleena, Oracle

2:45 - 3:25 PM

Panel discussion:

How much responsibility do customers have in helping create better customer expepience?

  • Opening various channels for direct feedback between you and your customers
  • How to encourage customers to talk to you, not just about you?
  • Capture, understand, and socialize the authentic voice of your customer

Peter Halsor, Former Chief Customer Experience Officer, Riyad Bank


Khaled Nabhan, MBA, LSSBB, PMD, Head of Customer Experience & Service Excellence, Bank Audi

Khaled Alaa El Din, Head of Customer Experience, Jumia

Dalia El Nazer, Senior Manager, Group Customer Service Alshaya Egypt

3:25 - 3:45 PM

The power of emotions in CX and its impact on your brand.

  • What do businesses have to consider when creating emotionally engaging experiences?
  • How can you map the emotional connections that a customer has with your brand?
  • Can you measure a customers’ emotional connection and use that metric to further your cx agenda?
  • Determine what high-touch emotion you are trying to resonate with, and how that emotion might differ throughout each of the touchpoints.

Nahla Salem, head of Service Quality improvement, Bank Audi

3:45 - 4:20 PM

Round Table

#Round Table 1: Revolutionizing content experience to revolutionize customer experience

  • Get to know how content as a service can separate your company from competitors
  • Interlace content seamlessly into the overall brand and customer experience across all verticals
  • Personalizing contents for personalized experience

#Round Table 2: Enhanced Social approach for enhanced digital CX

  • Connecting social outreach with organisation goals
  • Understand the Social CX approach for B2B, B2C and C2C
  • Engaging in 2-way conversation with your customer to avoid the risk of alienating your customer
  • Drive value to customer through social media to create lasting impression

#Round Table 3: Evolution of Delivery & Importance of Delivery as a Service Model

  • Delivery & After Service
  • Sticking to SLA’s

4:20 - 4:30 PM

4:30 - 5:30 PM

Time Session

10: 30 - 1:30 PM

2:30 - 5:30 PM

Conference Location

Cairo Egypt

Hotel Information

The Nile Ritz-Carlton


Reach us on: +91 8049521553

Write to us: [email protected]