Customer Centricity Summit & Awards Middle East

November 13, 2024 | Crowne Plaza Riyadh - RDC Hotel & Convention Center, Saudi Arabia

Consumers in the Middle East have embraced digital channels at an accelerated pace that is 1.7 times higher than that of markets in Europe and North America. 

Business leaders are optimistic as consumer spending is set to grow. The Kingdom of Saudi Arabia is leading this upswing, emerging as a dynamic hub for digital transformation, reshaping the landscape of marketing strategies and customer experience expectations.

Businesses have been quick to leverage technologies like artificial intelligence and CX automation to offer customers more personalized offerings, and scale enterprise operations.

The Customer Centricity Summit & Awards – Middle East will further the discourse on how brands can build deeper relationships with customers, track changing behaviors and put strategies to action.

WHAT’S IN STORE 

  • KEEPING UP WITH THE TRENDS: Unmatched learning collides with memorable networking experiences
  • SUPERCHARGE YOUR STRATEGIES: Walk away with actionable strategies to implement right away
  • BRAINSTORM WITH THE SHARPEST MINDS: Get connected with the people who matter most
  • POWER UP YOUR TECHNOLOGY GAME: Access the latest on AI, automation, attribution, personalisation and more

PARTNER

For a bespoke package that serves your marketing objectives, please email us marketing@mitsloanme.com

SPEAKERS

speaker
Ankesh Agarwal Director, Group Customer Experience
Majid Al Futtaim
speaker
Amro A. Abbas Executive Advisor to Chief Executive Officer - CMO
Vision Bank
speaker
Celine Gergess Marketing Director
Cenomi Retail
speaker
Dr. Ibrahim S. Alotaibi Associate Professor
Saudi Electronic University
speaker
Alexis Jean-Baptiste Chief Data & Analytics Officer
L’Oréal Middle East
speaker
Ghadah Al Talal Marketing Director
Tamimi Markets
speaker
Hassan El-Tahan Vice President of Growth
Gathern
speaker
Mikhail Ulianchenko Head of Digital & eCommerce
AsteriBeauty
speaker
Mohamed Auf Director/Head of Digital Experience Excellence
Tawuniya
speaker
Rayan Bin Osama Marketing Director
Domino's
speaker
Romans Solovjovs Director of Operations
Nana
speaker
Sarah Altaweel Marketing Director
Sala Entertainment
speaker
Samer Al-Saqqa Marketing Director
Leejam Sports

Sponsors

Gold Sponsors
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Agenda

10:30 AM
KEYNOTE: The New Brand-Customer Dynamic

The relationship between brands and customers is changing. What does this mean for brands planning their next moves?

10:50 AM
PANEL: Understanding the Modern Customer’s Habits and Expectations

The digital revolution has fundamentally reshaped the customer journey. This session dives deep into how to track trends and behavior changes and how to adapt to create the modern enterprise.

  • Explore the evolving habits, expectations, and decision-making processes of modern customers
  • What is the new role of the marketing and CX leader?
  • Keeping up with global market trends, marketplace shifts and emerging technologies

Moderator: Mikhail Ulianchenko | Head of Digital & eCommerce | AsteriBeauty

speaker
Celine Gergess Marketing Director
Cenomi Retail
speaker
Mikhail Ulianchenko Head of Digital & eCommerce
AsteriBeauty
speaker
Rayan Bin Osama Marketing Director
Domino's
speaker
Sarah Altaweel Marketing Director
Sala Entertainment
11:20 AM
TECH TALK: AI as an Agent of CX – The Quick Learner’s Handbook

Artificial intelligence (AI) is rapidly transforming the way businesses deliver customer experiences (CX). But what does it take to successfully implement AI in your CX strategy? 

  • Piloting AI solutions.
  • Scaling AI for broader adoption.
  • How to foster a culture of collaboration and ensure all teams are on board with integrating AI into the CX approach.
  • Explore strategies to optimize AI investments and ensure a positive return on investment (ROI)
11:35 AM
COFFEE BREAK
11:55 AM
PANEL: Storytellers on New Formats, New Channels

Marketers can now leverage a multitude of digital platforms, from social media and video content to interactive experiences and influencer partnerships. This abundance of options has opened up new and innovative ways for brands to craft and disseminate their narratives. Yet, in an environment saturated with endless stimuli, craft compelling, authentic stories mean cutting through the noise and finding resonance with your target audience. This session talks about the new challenges and opportunities of modern storytelling. 

  • Global goes local with cultural adaptation 
  • New immersive formats and platforms for sharing stories 
  • What are the skills of a modern storyteller?
12:25 PM
TECH TALK: Finding Friction in Your Customer Journey

How do you ensure that touchpoints are cohesive to the larger journey, and not just individual heroes? The speakers play devil’s advocate to find and fix friction in the customer journey. This is an interactive session that will address common CX challenges.

12:40 PM
KEYNOTE: What is Driving Consumer Decision-Making?

Is it possible to influence buying decisions? Through an examination of emotions, social cues, and subconscious biases, this session aims to elucidate the intricate mechanisms that shape individuals' purchasing behaviors. Drawing upon insights from a behavioral psychologist, the study navigates the labyrinth of the human mind to uncover the hidden drivers behind consumer decision-making processes. By exploring the interplay between psychological factors and consumer behavior, this inquiry seeks to broaden our understanding of the complex dynamics that govern market transactions.

speaker
Mohamed Auf Director/Head of Digital Experience Excellence
Tawuniya
12:55 PM
TECH TALK: Are Real-Time Customer Insights Driving Your Business Decisions?

Get answers to your burning questions — “Who are my serial returners?”  “Who is likely to purchase it right now?” “How do I improve repeat purchase rates?” — all updated instantly with every customer interaction.

01:10 PM
FIRESIDE Building Customer-Centric Personalisation Engines

Can your personalisation engine put the customer at its core? Explore the transformative potential of personalisation engines that prioritize customer needs and preferences. By harnessing sophisticated AI and customer journey analytics, this session delves into the architecture of a personalized experience that drives ROI.

speaker
Hassan El-Tahan Vice President of Growth
Gathern
01:30 PM
LUNCH BREAK
02:30 PM
PANEL: The Mobile Takeover – Marketing in the Convenience Economy

The numbers show that of all those who use the internet, 97.3% prefer to do so through mobile devices. This underscores the convenience of smartphones over desktops. This also means that retail, payments, social sharing and other activities are finding a route to deliver via mobile. Are you able to give customers what they want?

03:00 PM
TECH TALK Automation That Can Give Your Customers 24x7 Support

Today, customers’ expectations for fast, personal support are higher than ever – making automation essential for resolving simple, repetitive queries at scale. In this session, we delve into the Conversational Support Funnel - combining proactive, self-serve, and human support capabilities to avoid known problems before they arise, automatically answer repetitive queries, and ensure only the most complex and critical issues ever reach your team.

03:15 PM
KEYNOTE: Localizing Experience – Key Developments in the Arabic AI Landscape

One size fits some – global brands would do well to localize their efforts in the Kingdom – a country rich in cultural heritage and traditions. From language and imagery to cultural references and values, localization is pivotal in establishing meaningful connections with consumers in Saudi Arabia.

03:30 PM
PANEL: Who Owns the Customer Experience?

A cross-functional panel of leaders get together to iron out the kinks in delivering next-gen CX. 

  • How can team KPIs align to a common goal?
  • Getting stakeholder buy-in across functions 
  • How can CX impact each team, and how can they contribute?
speaker
Amro A. Abbas Executive Advisor to Chief Executive Officer - CMO
Vision Bank
speaker
Romans Solovjovs Director of Operations
Nana
04:00 PM
CX AWARDS CEREMONY


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CONTACT US

For any queries, please reach out to marketing@mitsloanme.com

Venue

Crowne Plaza Riyadh - RDC Hotel & Convention Center

Saudi Arabia