Mon, 23 May | Dubai - United Arab Emirates

CX in Entertainment - Next gen hyper personalization is using data, AI, and advanced algorithms to connect with fans

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CX in Entertainment - Next gen hyper personalization is using data, AI, and advanced algorithms to connect with fans

Time & Location

23 May 2022, 8:30 AM – 9:30 AM
Dubai - United Arab Emirates

About the event

Using the hyper-personalisation approach business can, increase revenue, smoothen customer journeys and improve fan experience, shift the focus from static to dynamic, make conversations more meaningful with the fans, and be a motivator for increasing data quality.

Examine how businesses can reach fans where and when it’s most likely to resonate by leveraging hyper-personalisation and what's next for the entertainment and live events sector.

8.30 Opening panel discussion – Digital transformation driving omnichannel experience and excellence in fandom. Experts delve into the following discussion points:

  • CX and DX alignment in the entertainment and live events sector, its importance post-pandemic
  • Country spotlight – Looking at how customer experience has evolved in the entertainment sector in UAE, KSA, Oman, Bahrain, Kuwait
  • Discovering what’s next, what worked and what didn’t during the pandemic?

Live Poll: What trends will be in the spotlight in fan experience over the next 2 years

  • Higher AI and IA penetration to deliver an exemplary fan experience
  • Shared Service Centers migrating to Centers of Excellence
  • More budget being allocated to enhance the omnichannel experience
  • Fan experience reaches the maturity threshold

9.00 CIO/ Digital Transformation Heads Fireside Chat

The entertainment and live events sector has been leading the way in personalised fan experience and service delivery. There have been significant investments in data management, use of data centers, 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 CIOs and CX leaders face in implementing these at scale?
  • The pandemic has seen fans expecting services comparable to the best in the industry. How are you keeping track of this?
  • How has VoC evolved to ensure fans are still central to all activations and product development.

Live Poll: What are the top technologies being evaluated by organisations to improve fan experience?

  • Data Analytics
  • CRM
  • AI
  • BPM
  • NLPs/ Chatbots
  • IA

A recap of top challenges anticipated in the next two years.

9:30 Close of the Leaders Connect

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