Strengthen your CX strategy by leveraging the brainpower of your industry peers via the CX Live Dialogues.
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Tune in to our expert Interviews to get answers to questions that are keeping you awake at night.
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29.4%
of business leaders have difficulty using multiple channels to deliver consistent CX. Do you?
CX Live Dialogue with Haitham ElKhatib, Senior Vice President of Growth Markets, Sprinklr
Implementing AI-powered customer service operations: Challenges and opportunities in the MENA region
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​Customer Experience Live interviewed Haitham ElKhatib, Senior Vice President of Growth Markets, Sprinklr
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How is AI shaping CX to predict and proactively fulfil customer needs before they even arise?
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What specific challenges are there in implementing AI-powered customer service solutions in the UAE and MENA?
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Can you share some insights on customer data and personalised interactions within brands?
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Tell us about some key partnerships and initiatives for Sprinklr in the region to enhance customer experience.
CX Live Dialogue with Sanjay Gupta, Vice President - South Asia & Middle East, NICE
Empowering human agents in the age of AI
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​Customer Experience Live interviewed Sanjay Gupta, Vice President - South Asia & Middle East, NICE
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With the continuous integration of AI and machine learning in customer service, what strategies do you recommend for organizations to strike the right balance between automation and maintaining a personalised, human touch in their interactions with customers?
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How is AI shaping CX to predict and proactively fulfil customer needs before they even arise?
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The rise of omnichannel experiences is transforming customer interactions. How can businesses effectively integrate various channels to create a seamless and cohesive customer journey, and what role does technology play in achieving this integration?
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How are new technologies empowering human agents to deliver exceptional and empathetic customer service?
CX Live Dialogue with Ben Neo, Customer Experience (CX) Sales Leader - EMEA, and Laura Ball, Zoom Contact Center Sales Specialist, Zoom
Navigating the intersection of automation & personalisation in customer service
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​Customer Experience Live interviewed Ben Neo, Customer Experience (CX) Sales Leader - EMEA, and Laura Ball, Zoom Contact Center Sales Specialist, Zoom
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With the continuous integration of AI and machine learning in customer service, what strategies do you recommend for organizations to strike the right balance between automation and maintaining a personalised, human touch in their interactions with customers?
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How is AI shaping CX to predict and proactively fulfil customer needs before they even arise?
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The rise of omnichannel experiences is transforming customer interactions. How can businesses effectively integrate various channels to create a seamless and cohesive customer journey, and what role does technology play in achieving this integration?
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How are new technologies empowering human agents to deliver exceptional and empathetic customer service?
CX Live Dialogue with Randall Craig Roberts, Head of Digital Transformation Portfolio, FPT Software
The future of work: Harnessing the power of automation
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​Customer Experience Live interviewed Randall Craig Roberts, Head of Digital Transformation Portfolio, FPT Software
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How do you embrace this rapidly changing digital world and make the best automation choices?
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A successful automation strategy begins with accurate problem identification in a business process and subsequently selecting the right use case for automation. When it comes to IT, how should CIOs approach this?
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How is the future of work being shaped by automation and where does IT fit in this landscape?
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Is there a technology on the horizon that you believe could disrupt how automation is implemented in enterprises?
CX Live Dialogue with Mark Boniface, Head of Global Alliances GTM, Medallia
The AI-Personalisation nexus: Strategies for CX enhancement
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​Customer Experience Live interviewed Mark Boniface, Head of Global Alliances GTM, Medallia
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With the continuous integration of AI and machine learning in customer service, what strategies do you recommend for organisations to strike the right balance between automation and maintaining a personalised, human touch in their interactions with customers?
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How is AI shaping CX to predict and proactively fulfil customer needs before they even arise?
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The rise of omnichannel experiences is transforming customer interactions. How can businesses effectively integrate various channels to create a seamless and cohesive customer journey, and what role does technology play in achieving this integration?
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How are new technologies empowering human agents to deliver exceptional and empathetic customer service?
CX Live Dialogue with Ahmed Afifi, General Manager, CX - Contact Center, Data Direct Group
Optimising CX: Strategies for future-ready organisations
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​Customer Experience Live interviewed Ahmed Afifi, General Manager, CX - Contact Center, Data Direct Group
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With the continuous integration of AI and machine learning in customer service, what strategies do you recommend for organisations to strike the right balance between automation and maintaining a personalised, human touch in their interactions with customers?
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How is AI shaping CX to predict and proactively fulfil customer needs before they even arise?
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The rise of omnichannel experiences is transforming customer interactions. How can businesses effectively integrate various channels to create a seamless and cohesive customer journey, and what role does technology play in achieving this integration?
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How are new technologies empowering human agents to deliver exceptional and empathetic customer service?
CX Live Dialogue with Mamoun Alamouri, Regional VP, MEA, Uniphore
From Multichannel to Omni AI: CX transformation insights
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​Customer Experience Live interviewed Mamoun Alamouri, Regional VP, MEA, Uniphore
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​The rise of omnichannel experiences is transforming customer interactions. How can businesses effectively integrate various channels to create a seamless and cohesive customer journey, and what role does technology play in achieving this integration?
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With the continuous integration of AI and machine learning in customer service, what strategies do you recommend for organizations to strike the right balance between automation and maintaining a personalised, human touch in their interactions with customers?
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How are new technologies empowering human agents to deliver exceptional and empathetic customer service?
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How is AI shaping CX to predict and proactively fulfil customer needs before they even arise?
CX Live Dialogue with Jono Luk, VP of Product Management, Cisco Webex
AI in CX: Enhancing predictive capabilities for proactive customer service
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​Customer Experience Live interviewed Jono Luk, VP of Product Management, Cisco Webex
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With the continuous integration of AI and machine learning in customer service, what strategies do you recommend for organizations to strike the right balance between automation and maintaining a personalised, human touch in their interactions with customers?
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How is AI shaping CX to predict and proactively fulfil customer needs before they even arise?
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The rise of omnichannel experiences is transforming customer interactions. How can businesses effectively integrate various channels to create a seamless and cohesive customer journey, and what role does technology play in achieving this integration?
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How are new technologies empowering human agents to deliver exceptional and empathetic customer service?
CX Live Dialogue with Hussein Kamel, Principal Strategic Consultant, Calabrio
Transforming customer service: Leveraging technology for personalised experiences
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​Customer Experience Live interviewed Hussein Kamel, Principal Strategic Consultant, Calabrio
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With the continuous integration of AI and machine learning in customer service, what strategies do you recommend for organizations to strike the right balance between automation and maintaining a personalised, human touch in their interactions with customers?
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How is AI shaping CX to predict and proactively fulfil customer needs before they even arise?
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The rise of omnichannel experiences is transforming customer interactions. How can businesses effectively integrate various channels to create a seamless and cohesive customer journey, and what role does technology play in achieving this integration?
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How are new technologies empowering human agents to deliver exceptional and empathetic customer service?
CX Live Dialogue with William O’Neill, General Manager, Middle East and Emerging Markets, Qualtrics
Achieving CX excellence: The role of human connection, AI, and integrated channels
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​Customer Experience Live interviewed William O’Neill, General Manager, Middle East and Emerging Markets, Qualtrics
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With the increased usage of AI in customer service, what role does the Human Connection still play in the overall AI strategy of companies?
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In continuation of the above discussion, does it mean that our frontline employees are extremely important for delivering exceptional customer experiences?
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The rise of omnichannel experiences is transforming customer interactions. How can businesses effectively integrate various channels & touchpoints to create a seamless and cohesive customer journey, and what role does technology play in achieving this integration?​
CX Live Dialogue with Pavel Bulowski, CPO & Co-founder, Meiro
Tech, data, and privacy: Strategies for modern marketers
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​Customer Experience Live interviewed Pavel Bulowski, CPO & Co-founder, Meiro
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The rise of omnichannel experiences is transforming customer interactions. How can businesses effectively integrate various channels to create a seamless and cohesive customer journey, and what role does technology play in achieving this integration?
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How are new technologies empowering marketers to deliver exceptional and empathetic customer experiences?
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How can B2C brands tackle marketing technology adoption in the context of customer data regulations?
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With 3rd party cookie deprecation, how do you see marketers keeping up with such changes and regulations around customer data privacy?
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CX Live Dialogue with Ramez Kalis, CEO & Co-Founder, Crystel
Striking the balance: AI & human touch in customer service
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​Customer Experience Live interviewed Ramez Kalis, CEO & Co-Founder, Crystel
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Could you please share a little bit about yourself, your company, and how it all started?
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With the continuous integration of AI and machine learning in customer service, what strategies do you recommend for organisations to strike the right balance between automation and maintaining a personalised, human touch in their interactions with customers?
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What do you think are the most important elements that clients are looking for today in customer service and specifically outsourcing?
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What is a conducive work environment in any contact center and how does this contribute to better outcomes such as retention, productivity and others?
CX Live Dialogue with Shameel Abdulla, CEO & Co-Founder, Clootrack
The role of unified brand experience in crafting seamless CX
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​Customer Experience Live interviewed Shameel Abdulla, CEO and Co-Founder, Clootrack
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How is AI shaping CX to predict and proactively fulfill customer needs before they even arise?
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What do you think is the biggest advantage CX professionals have with the advancements in AI?
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The rise of omnichannel experiences is transforming customer interactions. How can businesses effectively integrate various channels to create a seamless and cohesive customer journey, and what role does technology play in achieving this integration?
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Why should a brand invest in CX in the same way they invest for any top-line impacting activities like sales/marketing?
Customer Experience Live Virtual Exchange Middle East 2023 | Exchange Partner: Verint
Leveraging AI, Brilliant Bots, and Digital Experiences for a game-changing CX strategy in 2024
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​The Customer Experience Live Virtual Exchange recording is your ticket to understanding the future of CX in 2024. Join in to explore the transformative potential of AI, Brilliant Bots, and Digital CX. The insights from this engaging webinar are just a click away – watch now!
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Keynote: How Can Brands Maximise CX with the latest AI development? Embracing innovation to move beyond the hype
Safwat Alshawaf, Country Director, Verint -
Deep Dive: AI in the near future: Examining how AI is revolutionising CX and customer journey orchestration
Maurice Van Der Heijden, VP Digital First Engagement & XM, EMEA, Verint
Kowshik Bhattacharjee, Head of Service Excellence, Medcare
Tamer Elsabrouti, Regional Director - Contact Centers, OSN -
Demo: A Customer Journey with Verint
Janty Dukhgan, Principal Solutions Conultant - UAE, Verint -
Q&A
CX Live Dialogue with Zahra Alsamarae, Director, Customer Ops & Customer Experience, Intigral
Digital experience: Leveraging technology for enhanced customer satisfaction
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Customer Experience Live interviewed Zahra Alsamarae, Director, Customer Ops & Customer Experience, Intigral
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What are some of the innovative ways companies are leveraging digital experiences?
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What excites you the most about digital experiences in the Kingdom of Saudi Arabia?
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What technologies can businesses adopt to enhance the digital experience for their customers, and how does this ultimately impact and drive customer satisfaction in today's competitive market?
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What are the key strengths for retaining a competitive edge in a crowded OTT market?
![[Retake] Zahra Alsamarae, Intigral - CX Dialogue.jpg](https://static.wixstatic.com/media/5360d9_e8b069b9f83246a5aebea013f8406cba~mv2.jpg/v1/crop/x_0,y_52,w_1920,h_976/fill/w_107,h_54,al_c,q_80,usm_0.66_1.00_0.01,blur_2,enc_auto/%5BRetake%5D%20Zahra%20Alsamarae%2C%20Intigral%20-%20CX%20Dialogue.jpg)
CX Live Dialogue with Ben Neo, Head of Customer Experience Sales EMEA, Zoom
Conversational AI: The new norm in customer experience
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Customer Experience Live interviewed Ben Neo, Head of Customer Experience Sales EMEA, Zoom
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How are Zoom’s solutions enabling enterprises to differentiate and create new value for their customers?
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Increasingly brands are gravitating towards Conversational AI for elevating their CX strategies? How do you see this evolving?
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What sets Zoom apart from other players in the global market? Can you mention some notable work you've done with your clients.
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What are the key trends you have observed as customer experience and customer service digitise and transform?
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What would you say is the top technology enabler that is driving the transformation we are seeing in customer engagement and management?
CX Live Dialogue with Maurice van der Heijden, VP Digital First Engagement & XM, EMEA, Verint
CX Automation - The way forward to create better customer experience
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Customer Experience Live interviewed Maurice van der Heijden, VP Digital First Engagement & XM, EMEA, Verint
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​How are Verint’s solutions enabling enterprises to differentiate and create new value for their customers?
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Increasingly brands are gravitating towards Conversational AI for elevating their CX strategies? How do you see this evolving?
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What sets Verint apart from other players in the global market? Can you mention some notable work you've done with your clients.
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What are the key trends you have observed as customer experience and customer service digitise and transform?
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What would you say is the top technology enabler that is driving the transformation we are seeing in customer engagement and management?
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CX Live Dialogue with Sameer Narkar, Founder & CEO, Konnect Insights
Listen, evaluate, and act: The pillars of omni-channel CX
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Customer Experience Live interviewed Sameer Narkar, Founder & CEO, Konnect Insights
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Can you provide a brief overview of Konnect Insights, including the products and services you offer and the primary industries you serve?
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Your website emphasizes the importance of being "truly omnichannel" in social media analytics. Could you explain what this means and how Konnect Insights achieves it?
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Could you share some examples of clients you have worked with and how Konnect Insights has helped them achieve their social media customer care goals?
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What specific features or tools were most valuable to the customers?
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CX Live Dialogue with Mamoun Alamouri, Vice President, MEA Region, Uniphore
Why enterprises need to adopt a unified AI strategy
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Customer Experience Live interviewed Mamoun Alamouri, Vice President, MEA Region, Uniphore
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Digital Experiences are supercharging brands and how they interact with their customers. How do you see digital experiences transform customer engagement in the future?
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How does AI contribute to the creation of true omni-channel digital experience for customers?
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What impact does AI have on streamlining customer journeys in an omni-channel environment?
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What would you say is the top technology enabler that is driving digital experience transformation?
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What are the top advice you give cx executives to consider when building their CX strategy?
CX Live Dialogue with Hany Omira, Chief Commercial Officer, ME Digital Group
How digital experiences are transforming customer engagement
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Customer Experience Live interviewed Hany Omira, Chief Commercial Officer, ME Digital Group
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Digital experiences are supercharging brands and how they interact with their customers. How do you see digital experiences transform customer engagement in the future?
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There is a lot of investment being directed towards laying a strong foundation for the digital experience tech stack, what are the main challenges you see companies facing when evolving their tech stack?
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What would you say is the top technology enabler that is driving digital experience transformation?
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What are some of the innovative ways companies are leveraging digital experiences?
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What excites you the most about digital experiences?
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CX Live Dialogue with Dan Hayes, Director, Customer Engagement, Cyara
The onward march of AI in customer experience
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Customer Experience Live interviewed Dan Hayes, Director, Customer Engagement, Cyara
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How are Cyara’s solutions enabling enterprises to differentiate and create new value for their customers?
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Increasingly brands are gravitating towards Conversational AI for elevating their CX strategies? How do you see this evolving?
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What sets Cyara apart from other players in the global market? Can you mention some notable work you've done with your clients.
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What are the key trends you have observed as customer experience and customer service digitise and transform?
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What would you say is the top technology enabler that is driving the transformation we are seeing in customer engagement and management?
CX Live Dialogue with Atul Goel, Global Head Sales (Offshore), iSON Xperiences
Ensuring data security during the offshoring process
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Customer Experience Live interviewed Atul Goel, Global Head Sales (Offshore), iSON Xperiences
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Could you please share an overview of iSON Xperiences' journey as a leading CX Management player in Africa, highlighting its Offshoring solutions from countries like South Africa, Egypt, and India, while also explaining the competitive advantages that distinguish your services?
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Could you elaborate on how iSON Xperiences' services can support enterprises in expanding their business, especially as they seek to integrate Digital CX solutions, such as Conversational AI, into their CX Strategies?
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iSON Xperiences provides outsourcing solutions to customers. What types of tasks or processes can be outsourced and how do you ensure seamless integration with their existing operations?
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Trust and governance are essential factors in CX management and Offshoring partnerships. How does iSON Xperiences assure its clients of reliable service delivery and maintain a robust governance framework for their offshore projects?
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Data security is a top concern when dealing with customer information. Can you shed some light on the measures and protocols iSON Xperiences implements to safeguard data and protect client interests during the Offshoring process?
CX Live Dialogue with Maurice van der Heijden,
VP Digital First Engagement & XM, EMEA, Verint
Intelligent Virtual Assistants - Driving digital experience transformation
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Customer Experience Live interviewed Maurice van der Heijden, VP Digital First Engagement & XM, EMEA, Verint
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Digital experiences are supercharging brands and how they interact with their customers. How do you see digital experiences transform customer engagement in the future?
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There is a lot of investment being directed towards laying a strong foundation for the digital experience tech stack, what are the main challenges you see companies facing when evolving their tech stack?
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What would you say is the top technology enabler that is driving digital experience transformation?
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What are some of the innovative ways companies are leveraging digital experiences?
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What excites you the most about digital experiences?
CX Live Dialogue with Ahmed Amin, Head Of Business Solutions, RAYA CX
Digitisation driving transformation of the modern contact center
Customer Experience Live interviewed Ahmed Amin, Head Of Business Solutions, RAYA CX and discussed:
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How have you seen the role of the contact center evolve in recent years, and how have you adapted
to these changes? -
How do you effectively balance the use of technology with the personal touch of human interaction
in the contact center? -
How do you stay up to date with the latest industry trends and customer behavior to drive
continuous improvement in the contact center? -
How do you balance the goals of providing excellent customer service with the need to meet business objectives such as cost efficiency and productivity?
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Can you share your approach to training and developing contact center agents to deliver exceptional customer experiences?
CX Live Dialogue with Susana Rodriguez Puerta, COO, Oracle
Clienteling - establish a long term rapport
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Customer Experience Live interviewed Susana Rodriguez Puerta, COO, Oracle
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What are the main challenges you are seeing in the CX industry this year so far?
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What are the latest developments and improvements you have seen in customer experience and the way companies engage with their customers?
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What would you say is the top technology enabler which is driving the transformation we are seeing?
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You have enabled companies big and small across the globe to exceed customer and employee expectations, how has your software impacted companies in terms of not customer experience but also their employee experience?
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Last but not least, how does your company distinguish itself from other players in the market?
CX Live Dialogue with Sanjay Gupta, Vice President, South Asia and Middle East, NICE
Why the digital entry point is a key differentiator for brands
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Customer Experience Live interviewed Sanjay Gupta, Vice President, South Asia and Middle East, NICE and discussed:
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Why do you say that CX does not start with CC, why are digital entry points important?
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What are key trends you are seeing for CX solution vendors - best of breed/ platform as a service? (Suiteform)
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What is the role of AI and Automation in the contact center for future?
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How is data going to play an important role?
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Omni-Channel Contact Centers have been adopted by customers for a while. How is this evolving?
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CX Live Dialogue with Haitham Elkhatib, Senior Vice President Growth Markets, Sprinklr
Challenges and opportunities in the Middle East CX industry
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Customer Experience Live interviewed Haitham Elkhatib, Senior Vice President Growth Markets, Sprinklr
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Haitham Elkhatib is a visionary leader in the customer experience industry, renowned for his strategic expertise and passion for building high-performing SAAS platform teams. As Senior Vice President Growth Markets at Sprinklr, In this session hear Haitham share his deep insights and data-driven approach to help organizations transform their customer engagement strategies.
CX Live Dialogue with Asaf Ben, Senior Director, Head of EMEA Sales, LivePerson
The need to embrace digital transformation to remain competitive and relevant
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Customer Experience Live interviewed Asaf Ben, Senior Director, Head of EMEA Sales, LivePerson
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One of the most pressing issues facing businesses today is the need to embrace digital transformation to remain competitive and relevant. With the rapid pace of technological advancement and increasing consumer expectations, it is essential that companies adapt their operations and strategies to keep up with the changing landscape.
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CX Live Dialogue with Jim Garwood, Chief Operating Officer, ServiceFirst
How do you effectively balance the use of technology with the personal touch of human interaction in the contact center?
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Customer Experience Live interviewed Jim Garwood, Chief Operating Officer, ServiceFirst
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Jim has over 25 years of outsourcing experience in operations, business development, client servicing, and vendor management - spanning customer service, telemarketing, collections, and back-office processing. Experience building and managing thousands of seats and staff in the US, India, EMEA, Latin America, and Philippine markets.
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CX Live Dialogue with Hesham Farag, CEO, Centro CDX
Leveraging bundled offerings to allow companies to amplify customer experience and employee experience
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Customer Experience Live interviewed CX Live Dialogue with Hesham Farag, CEO, Centro
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Hesham Farag is a visionary with an unparalleled track record of success in the entrepreneurial arena for over 25 years. As CEO of Centro and TrueBlue MD, he has spearheaded the Digital Transformation movement with cutting-edge technologies like Data Intelligence, Business Process Outsourcing, and Healthcare solutions that help clients across the US, Europe, MENA & GCC regions advance towards their greatest potential
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CX Live Dialogue with Feras Ahmed Chief Executive Officer, Silah Gulf
Personalisation and data will be key to forging future growth
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Customer Experience Live interviewed CX Live Dialogue with Feras Ahmed Chief Executive Officer, Silah Gulf
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CX Live Dialogue with Maurice van der Heijden,
Head of EMEA Digital First and Experience Management, Verint
CX Technology investments are key to achieving growth and excellence
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Customer Experience Live interviewed Maurice van der Heijden,
Head of EMEA Digital First and Experience Management, Verint
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In this session, hear how clever analytics and automation are key for organisations to deliver growth and provide customers what they want….or more.
CX Live Dialogue with Adam Docrat Head of Information Technology - Aster Retail GCC
Leveraging digital transformation to create the modern contact center
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Customer Experience Live interviewed CX Live Dialogue with Adam Docrat Head of Information Technology - Aster Retail GCC.
CX Live Dialogue with Sameer Narkar, Founder and CEO, Konnect Insights
The importance of being "truly omnichannel" in social media analytics
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Customer Experience Live interviewed CX Live Dialogue with Sameer Narkar, Founder and CEO, Konnect Insights
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In this session, hear what are the 4 pillars of CXM that you believe are most important for businesses to focus on.
CX Live Dialogue with Carole Layzell, VP, Solutions Principal - Financial Services UK&I & EMEA, Medallia
Digital evolution in the Middle East CX industry
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Customer Experience Live interviewed Carole Layzell, VP, Solutions Principal - Financial Services UK&I & EMEA, Medallia
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2023 is seeing a lot of momentum in terms of changes, as well as evolution in the CX space, primarily in the Middle East.
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What are the main challenges you are seeing in the CX industry this year so far?
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What would you say is the top technology enabler that is driving the transformation we are seeing in customer engagement and management?
CX Live Dialogue with William O’Neill, General Manager Middle East at Qualtrics
Why executives need to focus on empathy over efficiency to win in the current climate.
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Customer Experience Live interviewed William O’Neill, General Manager Middle East at Qualtrics
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In this session, explore the importance of empathy and understanding customer pain points.
CX Live Dialogue with Sinem Dursun, Head of Customer Experience Strategy, Allianz Turkey
Importance of measuring CX and understanding customer pain points
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Customer Experience Live interviewed Sinem Dursun, Head of Customer Experience Strategy, Allianz Turkey
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In this session, explore the importance of measuring CX and understanding customer pain points.
CX Live Dialogue with Jamal Al Awadhi, Chief Operating and Experience Officer, Wio Bank
Hear how WIO Bank, the region’s first platform bank created to reboot banking for everyone, is exemplifying CX
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Customer Experience Live interviewed Jamal Al Awadhi, Chief Operating and Experience Officer at Wio Bank
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In this session, explore how personalisation is delivering growth.
CX Live Dialogue with Amjid Ali, General Manager of Digital Transformation and Growth at Al Ansari Trading Oman
Hear how contact centers are evolving and how you can adapt to these changes?
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Customer Experience Live interviewed Amjid Ali, General Manager of Digital Transformation and Growth at Al Ansari Trading Oman.
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CX Live Dialogue with Renaud de Gonfreville, CEO, ZIWO
Innovative approaches to improve CX in the contact center
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Customer Experience Live interviewed Renaud de Gonfreville, CEO, ZIWO
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In this session, explore the approaches businesses can take to modernise their contact center and bring agility by leveraging the cloud.
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CX Live Dialogue with Samer Abdel Halim, Customer Experience Director, Ebrahim M Almana & Bros.
Innovative approaches to improve CX in the contact center
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Customer Experience Live interviewed Samer Abdel Halim, Customer Experience Director, Ebrahim M Almana & Bros.
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In this session, hear how to balance the goals of providing excellent customer service with the need to meet business objectives such as cost efficiency and productivity.
CX Live Dialogue with Anastasia Kuzmenko, VP-Marketing & Communications, IEC Telecom Global
Future of marketing narrative: storytelling for VR experiences
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Customer Experience Live interviewed Anastasia Kuzmenko, VP-Marketing & Communications, IEC Telecom Global
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As the attention span keeps decreasing, it is now essential to delivering quality content that will stand out in the overwhelming flow of information. The narrative is not limited to creative copywriting. It is a brand promise wrapped in a shape and form appealing to the end user. At this session, we shall explore the following topics:
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Content economy: recent trends
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Martech: AI-driven dialogues & hyper-personalisation of content creation
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Future of marketing narrative: storytelling for VR experiences
CX Live Dialogue with Manuela Pifani, Top 20 Global CX Leaders 2022, Founder & Managing Director, CXellence Consulting
Needs based intentional customer experience
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Customer Experience Live interviewed Manuela Pifani, Top 20 Global CX Leaders 2022, Founder & Managing Director, CXellence Consulting
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CX Live Dialogue with Sonal Dawda, Head of Marketing & Corporate Communications, Dubai National Insurance & Reinsurance
Fostering a culture of continuous learning and growth
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Customer Experience Live interviewed Sonal Dawda, Head of Marketing & Corporate Communications, Dubai National Insurance & Reinsurance
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CX Live Dialogues with Kirsty Morris,
Managing Director of of Specialist Sales, Barclaycard Payments
How customer experience is evolving
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Customer Experience Live interviewed Kirsty Morris, Managing Director of Specialist Sales at Barclaycard Payments.
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Digital transformation has moved at such an incredible pace over the last couple of years. Whichever way one engages, customer experience needs to be a seamless customer experience. It is imperative that CX leaders keep pace with all these dynamics.
CX Live Dialogues with Cary Lawton,
Head of Customer Experience and Clienting, Chalhoub Group
Clientelling - establishing a long term rapport
Cary’s current role has him responsible for the customer agenda within the group, with VOC, Customer experience design, internal research panel as well as clienteling for the group.
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What are the key requirements and challenges of a group CX team operating across multiple brands and industries like the Chalhoub Group?
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What makes the GCC and wider Middle East region such an interesting place to work in CX?
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Whilst clienteling and client books are not a new phenomenon, the acceleration around software and apps in this space is gathering pace, what impact do you see this digital advancement of clienteling having on the luxury retail Customer Experience landscape over the course of the next couple of years?
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Do you see clienteling and clienteling app being the bridge for smart recommendations and AI that so many retailers have been looking for?
CX Live Dialogues with Rishad Khan,
Co-founder & Chief Product Officer, Yellow.ai
Why Voice of Customer (VOC) programs are essential to all companies
Rashid Khan, Co-founder & Chief Product Officer at Yellow.ai is responsible for helping enterprises automate their communication with their customers, employees & vendors using Artificial Intelligence; and providing a seamless journey for customer experience.
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How are Yellow.ai's Dynamic AI agents enabling enterprises to differentiate and create new value for their customers?
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Why are brands gravitating towards voice tech powered by Conversational AI for elevating their CX strategies?
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What are the considerations that a business should take into account when it comes to leveraging Dynamic AI agents for CX?
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What sets Yellow.ai apart from other players in the global market? Can you mention some notable work you've done with your clients.
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What are the key trends you have observed with conversational AI?
CX Live Dialogues with Giulia Ajello,
Global Head of Client Strategy and Innovation, M&G
Move from a product relationship to an end to end strategic relationship
Giulia Ajello, Global Head of Client Strategy and Innovation at M&G is responsible for translating clients insights and market trends into clients propositions, identifying the best positioning for a successful delivery and co-creating with clients to ensure we truly understand and deliver against their needs and expectations.
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What are some of the ways you collect data, get the insights and then translate this into enhanced experiences to deliver on your brand promise?
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With the ever changing needs, expectations and behaviour of clients, how often do you need to revisit and review your strategies?
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As we know, empathy and human centricity are languages brands cannot afford to ignore, I know that empathy and humanity is at the heart of the initiatives you are driving. Can you share more around this and what you have learned from this?
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In terms of innovation and technology, what excites you most of the near future? How do you see these changes impacting the future of CX?
Live with Max Byloff, Head of Sales EMEA, Oracle
​2022 is seeing a lot of momentum in terms of changes, as well as evolution in the CX space, primarily in the Middle East.
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Max Byloff is leading Oracle’s Marketing Cloud Business for Eastern Central Europe, Middle East and Africa. Since he joined Oracle in 2017, he has held crucial regional roles like Application Country leader for Central Europe and as board member of Oracle Austria. Before joining Oracle and after attaining two university degrees in Business and Social Science, Max co-founded the startup DigitalWerk, which today is one of the leading digital marketing agencies in the German speaking world. Max teaches Customer Experience Management at Vienna University of Economics and is a frequent speaker on CX transformation.
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What are the main challenges you are seeing in the CX industry this year so far?
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What would you say is the top technology enabler which is driving the transformation we are seeing in customer engagement and management?
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You offer a connected suite of applications that goes beyond traditional CRM to help you create, manage, serve, and nurture lasting customer relationships, can you tell us more about this?
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Can you share with us some examples of companies you have empowered to deliver exceptional CX and what impact they observed on their overall business?
Live with Michela Cocco, Global CX & Innovation Manager, Nespresso
Fostering a customer-centric culture is one of your passions and is absolutely vital to successful CX leaders. What are some of the initiatives you suggest to organisations?
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You have done great work at Nespresso in terms of humanising the digital customer experience and you have successfully transformed a transactional digital experience into a human digital experience, can you tell us a bit more about this journey? What are some of the enablers and latest technologies Nespresso leveraged on to deliver a superior digital experience to their customers?
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Fostering a customer-centric culture is one of your passions and is absolutely vital to successful CX leaders, what are some of the initiatives you suggest to organisations?
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Last but not least, what do you think is the future trend/s to hit the CX industry in 2022?
Live with Scott Rolph, Global Head of Data Quality and Inventory Transformation, BT
Data and insights are vital today for CX professionals and teams to understand their customers better to personalize their services and ensure that the organisation and the brand delivers and retain happy customers. Scott Rolph now works within the new Digital unit to leverage data and inventory as well as bringing automation, insight and clarity to BT's data.
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You have just recently started in the new position as Global Head of Data Quality and Inventory Transformation, can you give us a brief background of yourself and your role at BT and how the role has changed?
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What is the biggest observation or two you have seen from the data you are working with in terms of customer behaviour and expectations?
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How are you working with the Customer Experience and Service teams and even the board, to influence and ensure that the insights are used to improve and enhance the customer experience?
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Capturing data from various touchpoints has improved a lot in the past few years but there are still some challenges, what are your main challenges you face in your role and how do you see this being resolved in the near future?
Live with Sam Hanna, Chief Revenue Officer, RAYA CX
Keeping up with the rapidly evolving customer expectations has never been more important than it is in today’s digital age. Some of the challenges faced by various industries is keeping up to date with all the latest technology but also having the correct CRM systems and other operations in place whether it is internal or outsourcing these.
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To get a clearer picture on such services we are joined today by Sam Hanna, Chief Revenue Officer at RAYA CX, a world-class business process outsourcing (BPO) and contact center outsourcing (CCO) service provider which offers customer experience management, seat rental solutions, back-office, and digital services to global clients in Europe, the Middle East, and Africa in 15 different languages.
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First of all, what are the main challenges you are seeing in the Customer Experience and Customer Service industry this year so far?
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A discussion we talk about often is outsourcing vs in-house operations, what are your thoughts on this when you look at the pros and cons as well as the financial implications?
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What would you say is the top technology enabler which is driving the transformation we are seeing when it comes to contact centers and customer management?
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Raya CX has many clients in born- digital industries, like Fintech, insurance, healthtech, and more, what is the most sought-after digital CX feature, it being a fast-growing sector?
Live with Ed Creasey, Director of Presales International, Calabrio
2022 is seeing a lot of momentum in terms of changes, as well as evolution in the CX space, primarily in the Middle East.
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What are the main challenges you are seeing in the CX industry this year so far?
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What would you say is the top technology enabler which is driving the transformation we are seeing in customer engagement and management?
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You offer a connected suite of applications that goes beyond traditional CRM to help you create, manage, serve, and nurture lasting customer relationships, can you tell us more about this?
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Can you share with us some examples of companies you have empowered to deliver exceptional CX and what impact they observed on their overall business?
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Last but not least, how does Calabrio distinguish itself from other players in the market?
Live with Sujoy Golan, Chief Business Officer, Vizury
Today we cannot think of CX and Marketing without thinking of conversational commerce journeys. Vizury is a Conversational Commerce Platform that empowers brands to achieve high-value conversions and customer retention using messaging platforms like WhatsApp.
Today we dive into a discussion with Sujoy Golan, the Chief Business Officer at Vizury, and understand how conversational commerce is powering higher growth for consumer companies in 2022.
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What are the main changes you are seeing in the CX landscape this year?
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What would you say is the top technology enabler that is driving the transformation we are seeing in customer engagement?
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You provide a conversational commerce platform to assist brands with transforming customer experience, can you share with us some examples of companies or sectors you have assisted, and what impact have they observed on their overall business?
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In a nutshell, how can CMOs, Chief Growth Officers, and Heads of CX leverage your platform to improve their business operations and revenue?
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Last but not least, how does Vizury distinguish itself from other players in the market?
Live with Christian Bechara, VP of MEA, Emplifi
Building an omnichannel CX strategy is a complex process.
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What according to you are the key things businesses need to keep in mind to build an intelligent omnichannel CX strategy?
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With new channels popping up, businesses can have a super hard time providing unified experiences to their customers. Do you think AI and automation can help mitigate these challenges?
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What are the key steps involved in creation of the ideal unified customer experience journey across channels? What tools and processes should one incorporate as part of these steps?
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Can you talk us through your journey of 'delighting a customer' who transformed their business with a proactive omnichannel CX strategy or a solution?
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On a closing note, why do you think organisations across the globe need to leverage AI and automation for Omnichannel CX & what does it hold for them in the future?
Live with William O'Neill, General Manager, Middle East, Qualtrics
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What are the main challenges you are seeing in the CX industry this year so far?
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Only 2% of feedback is in structured survey data. Why is it important to tap into the remaining 98% that is in social media and call centre logs?
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How do you make digital transformation beneficial to customers and your own employees?
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Your platform is well known to be an agile platform for customer experience improvement, can you tell us more about this, how agile is it and how does it work to improve CX?
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Last but not least, how does Qualtrics distinguish itself from other players in the market?
Live with Rasha Almady, Customer Journey Director, Channels by STC
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Recently, the customers’ behaviours & expectations have evolved to always looking for an extra-ordinary & delightful experience in every interaction. This is due to the increase of customers’ maturity & awareness as well as the high competition in the market in providing customer centric, positive, & impactful experiences to customers.
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These expectations from customers are challenging companies to innovate their pre-existing CX models and invest in the latest technologies to cater to evolving customer needs and wants. What was your organization’s main challenge that led you to re-evaluate & re-shift your focus & priorities towards CeX innovations?
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What is the nature of the CeX innovations & enhancements you typically work on to overcome the challenge you were facing?
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What type of results do you usually achieve when launching these kind of CeX focused enhancements & innovations?
Live with with Vasili Triant, Chief Operating Officer, ujet.cx
Increasingly brands are focusing on hyper-personalisation to gain trust, loyalty and achieve growth.
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What is the impact of emotion on customer experiences?
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How can we better personalize customer interactions across the entire journey?
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How do we measure our CX program then for customer value or customer preferred outcomes?
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In today’s remote or hybrid environment, the need to move to cloud-based technology is increasing. What are the top challenges associated with cloud (or multi-cloud even) and what can be done to overcome?
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ujet.cx selected Dubai / ME as one of its global expansion sites. What do you see as the growth potential in this market? What challenges do you see in ME (or Europe) that differ from the rest of the world?
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What further trends do you see happening in CX this year?
Live with Anil Kumar, Senior Director Middle East, and Africa, Uniphore
Today's most successful brands are leveraging customer experience as the cultural driver of change. Brands that want to be seen as category leaders have entranged CX in their internal cultures.
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What are the main challenges you are seeing in the CX industry this year so far?
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How have you seen the latest developments in conversational AI impact customer experiences and customer service recently?
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What would you say is the top technology enabler which is driving the transformation we are seeing?
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Can you share with us some examples of companies or sectors you have assisted with conversational AI and what impact they observed on their overall business?
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Last but not least, how does Uniphore distinguish itself from other players in the market?
Live with Olivier Cohen, Regional Manager Middle East, Hootsuite
To start with, tell us what makes CXLive the must-attend event in Dubai for you?
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How has Customer Service changed in your career?
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How does Hootsuite personalises the customer journey?
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How is Customer Service changing to meet heightened customer expectations?
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How can a brand bridge the gap between Marketing and Customer Service?
Live with Kareem Monem, Regional Managing Director MENA, Valtech
Key drivers to delivering a good customer experience
Designing and engineering experience is at the forefront for most business in 2022 not just in the Middle East but globally. We are living in an era now where everything is becoming digital but we need to understand the challenges first before we can engineer the digital experience for our customers. This is exactly what we will be discussing today.
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First of all, what are the main challenges you are seeing in the CX industry this year so far?
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How have you seen customer experiences and customer service digitize and transform recently?
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What would you say is the top technology enabler which is driving the transformation we are seeing?
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Can you share with us some examples of companies or sectors you have assisted with engineering digital experiences and what impact they observed on their overall business?
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Last but not least, how does Valtech distinguish itself from other players in the market?
Live with Mais Imran, MEA and Central Europe Manager - Business Development/Inside Sales, Sprinklr
Customer Experience in 2022 is even more about self-service, automation, conversational AI and personalized experiences than ever before. There are many great solutions in this field which offer great products and services to organizations to improve all aspects of the experiences they provide to customers.
Today we are talking to Sprinklr, one of the industry leading platforms to learn more about their take on the industry and how they are making it better.
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What are the main challenges you are seeing in the CX industry this year so far?
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How have you seen customer experiences and customer service digitize and transform recently?
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What is Unified-CXM and how does this address real-world challenges?
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Your platform is well known and trusted by some great brands, can you elaborate a bit on the solutions you offer and how is this benefiting these big brands?
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Last but not least, how does Sprinklr distinguish itself from other players in the market?
Live with Dr. K. Hari Prasad,
Group President, Apollo Hospitals Group
Patient care and service delivery have evolved markedly to cater to the changing needs of patients post-pandemic.
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With an amplified focus on digital health provision post-pandemic, how have you prioritised patient experience opportunities in your organization?
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The new technology-driven CX model requires significant investment and internal alignment. How have you led the charge at your end to deliver a great patient experience?
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Voice of Customer is an important metric that enables organisations to customize products and services to the needs of the customer. It helps build retention and loyalty and therefore is a very important component in the CX journey. How have you prioritised VoC and integrated it at various touchpoints in your organization?
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Hyper-personalisation is a key focus for most leading organisations, how are you embedding CX and service delivery within the culture of Apollo and how have you spread this to deliver personalisation at scale?
Live with with Mohammed Al Dossary,
SVP, Head of CX, Riyad Bank
The customer behaviour has evolved markedly post-pandemic, from wanting budget-friendly products the focus has shifted to quality and sustainability as consumers rally in their quest to be positive, impactful, and experiential.
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These trends are challenging companies to innovate their pre-existing CX models and invest in the latest technologies to cater to evolving customer needs and wants. With an amplified focus on CX post-pandemic, how have you prioritized CX opportunities in your organisation?
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The new technology-driven CX model requires significant investment and internal alignment. Organizations where the CX leaders and top management are inspirational, break the barriers to delivering great CX. Thus, how have you led the charge to make the CX function part of the boardroom discussion?
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Leaders who inspire, motivate, and cultivate a CX culture within the organisation set themselves apart. Thus, the passion for improving CX has to be embedded in the culture, how have you spread this to deliver personalisation at scale.
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Voice of Customer enables organisations to customize products and services to the needs of the customer. It helps build retention and loyalty and therefore is a very important component in the CX journey. How have you prioritised VoC and integrated it at various touchpoints in your organisation?
Live with Vishnu Bhavaraju, Chief Growth Officer, FirstHive
How Customer Data Platforms use data to improve your customer service
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To start with, tell us about Customer Data Platform as a space & FirstHive
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A CDP creates value impact across which verticals of LOBs in a large organization? Which are the teams that have a maximum use of software such as FirstHive?
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A lot of large B2C Companies already have invested in CRM, Data Lakes and Marketing tools. Do you think they still need a CDP? What additional value does a CDP bring on board?
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How does FirstHive distinguish itself from other CDP players in the market?
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Can you share with us some examples of companies or sectors who have pioneered the adoption of a Customer Data Platform and what impact they observed on their overall business?
Live with Hakan Esin, Sales Manager Middle East, Pisano
Why Voice of customer (Voc) programs are essential to all companies
Voice of Customer is gaining prominence as companies invest in personalising customer experience. We have with us today Hakan Esin from Pisano who’ll deep dive into how investing in VoC and CRM helps organisations deliver great customer experience.
In this interview we explore:
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Why do companies implement Voice of Customers programs and collect customer feedback?
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When we talk about Voice of Customer programs there are a lot of terms and concepts like NPS, CSAT, CES, Churn and many others. What do you think about them and how would Pisano help businesses in such a busy market?
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Today almost every company knows how important the experience of a Customer and an Employee is. What do you think is the fundamental need or problem in the industry that Pisano addresses?
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In order to have proficient Experience Management, companies invest in various tools from Customer Relationship Management to contact centres as well as any other tool that business channels require. How does Pisano interact with these platforms?
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And finally, what about the adoption and successful usage of Pisano or an ideal Voice of Customer program in a company? What is the secret sauce of Pisano or what does Pisano apply to make companies driven by the Voice of the Customer?
Live with Zena Al Taher, Head of Marketing and CX, City Malls Jordan
How change management was tackled at City Mall
CX has taken over price and product as a main differentiator for the brands. If brands need to sustain in the market they need to make CX as a top priority in 2022. This change is making investment for CX transformations a necessity.
CX is not just the interaction that a customer has with a company’s contact center. It refers to the whole eco system of the customer’s journey from the very first time a customer visit’s a company’s website to the last time they pay. This entire journey of a customer comes under the umbrella of customer experience.
This is most certainly the case with Malls and Retail Stores. We have with us Zena Al Taher, the head of marketing and CX at City Malls Jordan.
In this interview we explore:
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What do you foresee being the number one challenge for you and your team but also the CX industry as a whole in 2022?
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What are some interesting developments you and your teams are working on to improve the customer experience and marketing capabilities at City Mall?
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How would you say customer service and customer experience differs between industries and what can they learn from each other?
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Which tech is highest on the list for retail organisations to implement in the coming months?
Live with Olga Potaptseva,
Founder, The Customer Institute
Human Centered approach and business relevance are leading CX in 2022
We had a chat with you last year as well on some interesting aspects such as the explosion of data, the new technology-driven CX models as well as post-pandemic CX challenges and opportunities. Have you seen any instrumental changes on these fronts since our last chat and what do you see as the key driver or changes for the CX professional and the industry in 2022?
You are knowledgeable on the tools and methods to implement CX initiatives in a sustainable way and faster. In the fast-paced world we live in and with fierce competition, it is indeed very important to ensure that the initiatives and capabilities are implemented not only fast enough but, at the same time sustainable. You do this with some unique agile methods, can you elaborate a bit on your agile CX implementation strategies?
Live with David Raab, Founder and CEO, Customer Data Platform Institute
There is a quintessential thirst for data as business leaders want to get a complete picture of customer preferences and behaviours to formulate their growth strategy. It’s no surprise that customer intelligence is forming the backbone of all customer engagements and CX interventions at this point.
Live with Armand Angeli, President of the RPA/Intelligent Automation/Shared Services/BPO at DFGC Global
Intelligent Automation is a critical business strategy, not simply a technology implementation. So how do you ensure your RPA, and IA strategy will deliver maximum benefit by unlocking the potential for hyper-personalized experiences, agile decision making and process efficiencies to deliver accelerated growth.
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Live with Talal Said Al Mamari, CEO, Omantel
The passion for improving CX has to be embedded in the culture, Omantel has leveraged this to deliver personalisation at scale.
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The new technology-driven CX model requires significant investment and internal alignment. Organisations where the CX leaders and top management are inspirational, break the barriers to delivering great CX. Hear how Talal led the charge to make the CX function part of the boardroom discussion.
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