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:

• The universal language of kindness: Discover how genuine goodwill resonates seamlessly across diverse cultures and continents
• Bridging worlds with empathy: Understand the transformative power of empathy in connecting vastly different lives and experiences
• A shared narrative of service: Delve into the fascinating interplay of global service stories, intricately woven to celebrate our collective human connection

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.

• The evolution of CX from trend to corporate mainstay
• CX's looming challenges and transformative opportunities
• Strategies to revitalise CX through culture and scope redefinition

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.

• Exploring the potential of using your own data to enhance user experiences and boost your bottom line
• Practical examples and real success stories of companies effectively using first-party data to improve customer engagement
• Tried-and-true strategies that successful clients rely on to capitalise on their first-party data and 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.

• Excellence in Personalization: Unified CXM with AI tailors customer experiences at scale, increasing satisfaction and loyalty
• AI improves responsiveness and consistency in multichannel engagement by optimising interactions across channels
• Data-Driven Improvement: By leveraging AI-driven insights, businesses can make informed decisions while anticipating customer needs for continuous improvement

In this session, we examine how customer experience could be at the forefront of the Middle East’s initiatives.

• Exploring how CX in the public sector can be tailored to address the unique cultural and societal needs of the ME, while still meeting global standards of excellence
• Specific metrics and methodologies that CX departments in the public sector can employ to effectively measure the impact of their initiatives on citizens' quality of life
• Role of emerging technologies like AI, chatbots, and virtual assistants in enhancing CX in the public sector, and how they can be deployed effectively

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.   

• Generating immediate, mid-term, and long-term strategic value by identifying and addressing where customer journey friction occurs and its root causes
• Aligning management priorities with real customer demands to improve customer satisfaction
• Identifying the service factors that drive brand switching and optimising agent performance and communication channels in the contact centre to reflect brand values

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:

• How is AI revolutionising customer experience?
• Case studies on how some leading brands are leveraging AI to transform their CX strategy
• Practical steps you can take to get started

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.

• Exploring the latest global trends in conversational commerce
• The rising future of CPAAS in the Middle East and its use cases
• Strategies for harnessing the power of conversational commerce to drive growth in the upcoming year

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.

• Challenges: consumer and business challenges of today 
• Dopamine effect: How the true measure of customer experience lies in the release of a neurotransmitter called dopamine
• Discussing the way ahead: CX value proposition from e& enterprise in collaboration with NICE 

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.

• Customer-Centric Focus: Discover why a true omnichannel experience hinges on a customer-centric approach, complete with personalised customer journeys.
• Organisational Transformations: Understand the necessity of reevaluating your organisational structure and embracing new steering models and KPIs to support omnichannel effectiveness.
• Technology and Infrastructure: Learn how a robust technical infrastructure and data capabilities are vital for facilitating real-time interactions, seamless data exchange, and the maintenance of a unified customer record in the omnichannel realm.

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.

• Adopting various Omnichannel approaches with a dynamic economic landscape.
• The digital experience - where brands can meet customers where they are, on any channel.
• Elevating the digital experience for your customers with end-to-end journeys and how to leverage AI

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.

• Identifying the fundamental components required for seamless customer journeys and strategies to remove friction points
• Exploring metrics and methodologies to assess convenience levels and emphasising the importance of continuous improvement
• Using technologies such as automation and self-service solutions to streamline processes and reduce customer effort

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:

• Identifying the right metrics and methods to measure customer satisfaction
• Identifying the breaks and fixing fragmented customer journeys
• Does feedback feed into the product development cycle?

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.

• Achieving success in digital transformation and prioritising creating a better experience for all stakeholders
• How to navigate through businesses' resiliency being tested during challenging times
• Breaking silos for enhanced experience and fostering an improved overall experience

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:

• The Art of Personalization and Human Connection: Delve into the art of striking the perfect balance between automation and the human touch within conversational experiences. 
• Achieving Excellence in CX at Scale: Uncover effective strategies for scaling up exceptional conversational experiences.
• AI's Pivotal Role in Conversations: Discover how AI chatbots adeptly comprehend context and intent, responding intelligently to enhance the overall CX.

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.

• Effortlessly integrating omnichannel strategy while preserving context to prevent customers from repeating themselves during channel transitions
• Implementing new and emerging platforms operationally and assessing whether your software possesses the necessary capabilities to seamlessly integrate them
• Having digital entry points for every customer’s journey to ensure smooth orchestration across all channels

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.

• Examples of common customer insight mistakes through storytelling
• Significance of enabling employees to handle diverse situations effectively
• Benefits of scenario testing and embracing the challenging aspects of exceptional service experiences, along with the leadership actions required to support and propel these endeavours

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.

• The evolution of Customer Experience: From data points to human journeys
• Empathy, AI, and EX: The three pillars of effective CX strategies
• Competitive advantage through customer-centric CX: Accelerating growth in the digital age
  

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.

• Unlocking the customer feedback code: How Gen AI is transforming customer support and reducing complaints
• Enhancing business decisions with Gen AI: The value of process automation in tackling current challenges, harnessing and categorising feedback data better to drive improved experiences
• From data to insights: Translating feedback data points into understandable, actionable customer insights

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.

• Utilising predictive modelling to anticipate customer needs and providing tailored solutions in real-time
• Leveraging machine learning algorithms to predict customer behaviour and optimising CX strategies
• Optimising customer engagement through accurate, targeted messaging at the right time 

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.

• Where has the industry been and are we continuing in the same direction?
• Should we view loyalty as the actions or the outcome?
• How do we build ESG into our loyalty strategies?

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.

• Loyalty programmes as a great source of valuable data facilitating an omnichannel personalised experience
• Leveraging  the benefits and value proposition of your loyalty programme to meet your customer expectations and encourage stickiness
• How ultimately your loyalty strategy should serve your business performance and demonstrate a clear ROI 

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.

• Enhancing relatability & actionability through realistic scenarios and practical templates
• Effectively conveying user needs and goals to stakeholders, team members, and departments while aligning different teams' understanding of the target audience
• Ensuring personas reflect updated user and market behaviour to stay in tune with evolving consumer needs