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Contact Center Show Middle East 2023

Program Agenda

Day One
Tuesday, 24 May 2022
9:00am - 5:40pm

Day Two
Wednesday, 25 May 2022
9:00am - 5:00pm

IA Awards
Tuesday, 24 May 2022
4.40pm - 5.40pm

Day Two, Wednesday, 25 May 2022
9:00am - 5:00pm

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8.30am Registration and welcome coffee

Reimagining business models 

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8.50am

Opening remarks from the chair

Yassin Bhatti, AI and Digital Transformation Expert

Reimagining business models 

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9.00am

KEYNOTE: Digitising supply chain operations in EPC industry through AI

Organisations are leveraging hyper-automation to process unstructured data. This session will explore:

  • How to manage the over 80% of unstructured data

  • Ensuring the valuable unstructured data is not ignored by leveraging hyper-automation

  • How hyper-automation and AI technologies can help deliver value from unstructured data

  • Building the digital twin and metaverse foundation

 

George Eapen, Group Chief Information Officer, Petrofac

Reimagining business models 

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9.20pm

CASE STUDY: How do you manage monumental datasets, superior analytics and capture process efficiencies to achieve operational excellence?

  • Leveraging AI and ML to generate deep/ real-time insights from an avalanche of information

  • Prioritising workflows and process – leveraging AI to make data-driven decisions on automation

  • Examining process inefficiencies – leveraging data analytics to achieve productivity gains

  • Achieving standardization – centralizing structured data to identify process anomalies, improve compliance and be a category leader

 

Saud Zakwani, Head of Data Science, Petroleum Development Oman

Reimagining business models 

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9.40am

EXECUTIVE PANEL DISCUSSION: Embracing six sigma and lean - removing waste and variation for successful automation outcomes

Embracing six sigma and lean allows business heads to improve performance and build capacity for strong processes workflows. Business-led ROA initiatives can lead to the creation of automation siloes that you would want to avoid. Without lean six sigma and RPA governance, you could be exposed to risks posed by root cause problems and inadequate evaluation. This session will discuss how to ensure you embed lean six sigma and RPA governance into the foundation of your RPA initiatives to ensure high-performing automation outcomes.

 

Chair: Yasin Bhatti, AI and Digital Transformation Expert

Mohammed Al Shobhani, CIO, Saudi Arabian Cooperative Insurance Company, SAICO

Ammar Bin Mujeeb, Head of IT, Dubai Islamic Bank

Vishal Anand, Senior Director, IT, Dubai Holding Hospitality Asset and Jumeirah Restaurants

Reimagining business models 

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10.00am

EXECUTIVE PANEL DISCUSSION: Moving beyond RPA to deliver an innovative future workforce strategy

Digital transformation delivers optimum benefits when it is not integral to one technology implementation like RPA. But rather through an organisation-wide digital strategy for complete digital workforce transformation. In this session, explore how to successfully embrace business transformation and digitization.

  • Enhancing service delivery and experiences through digitization and cloudification

  • Overhauling processes to embrace automation and deliver superior experiences plus bottom-line impacts

  • What are the key pillars of a successful digital HR and shared services strategy

 

Chair: Yasin Bhatti, AI & Digital Transformation Expert

Srinivasan Sampathvenkat, Vice President , Head of Transformation, Tanfeeth

Areej Masoud Nasser Al Shibani, Senior Proficient Human Resources , Omantel

Fayaz Ahamed Badubhai – Group IT (Digital) Director, Al Yousuf Group

Reimagining business models 

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10.20am

Exclusive Roundtable Discussion

Intelligent Automation - improving more than just efficiencies

  • How to optimize productivity while keeping people at the forefront of the business by automating repetitive and time-consuming processes.

  • How to increase the competitive advantage by paving the way for adoption for the right emerging technological trends.

Chair: Rawan Rabia, Account Executive, Workato

James Steel, Divisional General Manager of Digital Transformation And Innovation, Mediclinic

Dr. Ali Al Sanousi, Executive Chief Medical Information Officer, Hamad Medical Corporation

Hosted by Workato

Reimagining business models 

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10.40am
 
Morning tea and coffee break

Please make your way to Level 8

Reimagining business models 

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11.00am

EXECUTIVE PANEL DISCUSSION: Centralising integration - how collectively AI and ML can raise the success quotient of quality management and testing

Its imperative businesses have a visual, dashboard view of quality management processes. The hidden cost of quality management can often be 20% of the total cost of goods sold. As we know, manual quality management processes are tedious to control and measure.

  • This session will explore how CoE allows internal stakeholders to view performance data and employee tasks in a centralized location

  • Leveraging automation to perform quicker and more accurate tests

  • Using AI and ML to achieve hyper-intelligent performance and free up staff to focus on more critical or value-added tasks

 

Chair: Binoo Joseph, CIO, Emaar

Fayaz Ahamed Badubhai , Group ITS Director, Al Yousuf

Ramakrishnan Natarajan, VP IT, Emirates Hospital Group

Hamad Al Mur Al Ghabshi, Omantel

Reimagining business models 

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11.20am

EXECUTIVE PANEL DISCUSSION: Federated model for RPA CoE success

Hear how a federated model hastens time to market, leverages the best of business-led and CoE models, and build resource and infrastructure efficiencies in the CoE.

  • Reducing duplication through centralized resourcing and processes

  • Drive agility in building and rolling out bots as the CoE has the resources and infrastructure required by business units

  • Minimise risk of failure by creating centralized knowledge hubs across the enterprise

 

Chair: Khamis Al Mazrouei, Digital Business Architect

James Furness, Enterprise Value Stream Lead, Etihad Aviation Group

Tabish Asifi, Group IT Governance Lead, Majid Al Futtaim

Anshul Shrivastav, Chief Executive Officer, Proton Insurance

Karthik Pillai, CEO & Co-Founder, FourNxt

Reimagining business models 

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11.40am

KEYNOTE: Appian, A Platform For Change.

 

Mohammad Abusinnah, Account Executive - Middle East, Appian Corporation

Reimagining business models 

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12.00pm

EXECUTIVE PANEL DISCUSSION: Strengthening data and process mining capabilities for RPA success by constructing data sharing frameworks across functions

In order to service the needs of an IA ecosystem, organisations must have change management embedded across diverse functions. Hear how to approach change management framework design and how to seek alignment to achieve superior ROI.

  • How to approach your change management strategy?

  • How to design a framework across divisions? How do you construct the asset, what are the architectural parameters?

  • Developing data capabilities that help enhance ROI – data storage, analytics, movement/ sharing

 

Chair: Ramakrishnan Natarajan, VP IT, Emirates Hospital Group

Ahmed Yousuf, Head of Digital Transformation, Makkah Municipality

Wissam Al Adany, Group CIO, ADES Arabia Holding (a PIF KSA subsidiary)

Arif Choksy, CFO, Bahra Cables

Mohammed Al -Sadiat , Director of IT, University of Sharjah

Reimagining business models 

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12.20pm

EXECUTIVE PANEL DISCUSSION: Evaluating Center of Excellence once your automation reaches a volume

The rapid digitisation and advancement of RPA and intelligent automation mean most organisations will operate a combination of human and bot workers. Global RPA software revenue is projected to reach $1.89 billion in 2021 as per Gartner. Thus, how do you ensure you capitalise on your RPA implementation by building an RPA CoE. Examine how an RPA CoE can help drive success

  • How a CoE ensures your get maximum benefits from your integrated human-and-bot operation

  • Managing the approvals and deployments of RPA projects through a centralized team, thus eliminating siloes

  • Enforce standardized automation policies and procedures across the enterprise

  • Leveraging economies of scale and minimizing repetition and redundancy

 

Chair: Khamis Al Mazrouei, Digital Business Architect

Danish Rizvi, Chief Operating Officer, SASCO Holdings

Sameera Alatawi, Director of IT, American University of Bahrain

Mohamed Elmaki, Head of Data and Analytics, Fine Hygienic Holding

Sunil Kumar Nair, Director Of Information Technology, Al Falah University

Reimagining business models 

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12.40pm

KEYNOTE: Data economy in the fourth industrial revolution, leveraging AI and ML to raise the success quotient of your automation journey

  • The landscape of the data economy, identifying challenges accurately via data science and predictive analytics

  • Evaluating benefits and assessing risks of automating operations

  • Using AI and ML for long term gains

  • Establishing automation best practices, standardizations, and processes to drive successful outcomes and providing centralized data governance, service and support.

 

Latifa Saleh AlShehhi, Data Management Manager, Roads and Transport Authority

Reimagining business models 

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1.20pm
 
Networking lunch

Please make your way to Level 9

Reimagining business models 

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2.00pm - 3.00pm

EXCLUSIVE LEADERS CONNECTS, WORKSHOPS AND TECH DEMOS

Leaders Connect 6: Digital transformation driving omnichannel experience and excellence in customer care

 

In this session discuss:

Forward-looking organisations are leading the way in personalised experience and customer care. There have been significant investments in data management, use of data centers and cloud, omnichannel as well as seamless journey creation including self-service.

  • How has this been managed? What is expected in the next 2 years?

  • What are some of the challenges in implementing these at scale?

 

Session chair:

John Heald, Global Vice President - SAP Customer Experience, Core CRM, SAP

Sherif Hamoudah, Head of Ecosystems and Channels Turkey, Middle East, Africa and Pakistan, SAP Signavio

Abdallah Saqqa, VP of Sales – Customer Experience, SAP

2.30 PM - 3.00 PM: WORKSHOP STUDIO 2: CX Opportunities & Challenges in the Metaverse

  • Design Thinking exercise – with tangible outputs

  • Long-term goal – Questions and answers

  • Mind-mapping – New audience, new approach

  • How might we – exercise; Storyboard – exercise

 

Holly Glester, Project and Community Senior Specialist, NEOM

Tech Demos please make your way to the demo zone to view technology solutions that are changing the world of CX

Reimagining business models 

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3.00pm

CASE STUDY: AI in Healthcare Talent Development

 

Dr Kalthoom Mohammed AlBlooshi, CEO of Innovation and Training & Development Center Director, Emirates Health Services.

Reimagining business models 

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3.20pm

CASE STUDY: How to design a fit for purpose master data strategy through a strong data governance program

The rate of failure in automation projects is extremely high, primarily due to a flawed data strategy. Therefore, how do you design a robust automation strategy? Examine how you can strengthen your data strategy:

  • What is a fit for purpose data strategy that aligns with business objectives and the IA journey?

  • What are the critical components of a robust data strategy?

  • Effective process mining to achieve ROI from IA and AI with a robust data strategy?

  • How do you ensure your data strategy can absorb the rapid digital changes?

 

Hala Al-Zidjali, Senior Executive of Governance, Ministry of Technology & Communication Oman

Reimagining business models 

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3.40pm

CASE STUDY: How process excellence and automation can power business growth by tapping into unexplored opportunities

More than 58% of automation and process excellence leaders struggle to quantify the financial impact of their automation and process excellence initiatives. In order to achieve complete automation success it is vital to achieve a thorough understanding of a process. Explore:

  • Leveraging automation, bots and lean principles to achieve process excellence

  • Optimising process and operational efficiencies

  • Leveraging intelligent automation to achieve scale and reduce costs whilst pushing the lean principles

 

Khamis Al Mazrouei, Digital Business Architect

Reimagining business models 

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4.00pm

Case Study: Best practice bot build and management

Leading RPA solutions have low code options that allow business users with no programming experience to build their bots. However, it is tricky. Whilst business unit staff know the processes and process automation workflows the best, business-led ROA initiatives can lead to creation of automation siloes that you would want to avoid. Without RPA governance you could be exposed to risks posed by projects that get deployed with inadequate evaluation. This session will discuss how to ensure your RPA governance is built into the foundation of your RPA initiatives to help avoid such problems.

Jaleel Rahiman, Director of Information Technology, Prime Healthcare Group

Reimagining business models 

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4.20pm
Closing remarks from the chairperson and close of conference

Reimagining business models 

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