Customer Service Week - Forum Day 1

08.30 Morning Coffee

09.00 Opening remarks from the Chairperson

09.10 Inaugural Address: Customer Service Week 2010

H.H. Lt. Gen. Sheikh Saif Bin Zayed Al Nahyan, Deputy Prime Minister & Minister of Interior, Government of United Arab Emirates

09.30 Embracing Customer Service and creating a Citizen-Centric Government

  • Learn to organise services and information around citizens’ needs and requirements
  • Ensuring local and federal government are working together to provide integrated services
  • Working to ensure that people are well informed about the services governments offer
  • Best practice case study on how government(s) has excelled at serving their customers and citizens

Lala Rukh Qadir, Director – Strategic Planning & Performance Directorate, Abu Dhabi Judicial Department

10.00 Value Moments - Aligning and focusing an organisation’s efforts in the areas that contribute most to a "perfect" customer experience

  • The customer experience is littered with Value Moments that have an intrinsic input into whether the customer “VALUES” the relationship with a business/organisation
  • Value Moments offers a new and visual perspective on how customer experiences should be measured, managed and improved.
  • Value Moments unlocks the key to loyalty, which is not the value that the organisation places on the customer but the value the customer places on their relationship with a business/organisation

Robert Keay, Managing Director, Ethos Consultancy

10.40 Morning Coffee & Networking Break

11.10 Customer Experience – Deliver Service Excellence in a complex network of
employees, partners and new technologies

  • Implementing a CRM Solution that captures vital information across multiple channels and systems
  • Connecting internal and external stakeholders towards your organisations sales, marketing and
    service function
  • Fully engage and interact with key constituents in your ecosystem
  • Analyse transactions and interactions to gain key business insights

Fadi SAAB, Principle CRM Sales Consulting Lead, Oracle
Communication, Media, Utilities and Transportation
Middle East and Africa

11.50 The Canadian Service Delivery Journey – A Case Study on

Siegfried Fuchsbichler, Assistant Deputy Minister and Chief Information Officer, Government of Yukon, Canada, Vice President of the ICCS Board of Directors

12.30 Networking Luncheon

14.00 Techniques and technologies for tracking Voice of Customer (VoC)

  • Learn how to build and implement a VoC program
  • Understand how VoC programs uncovers the current and emerging needs of key customers/citizens
  • Collaborate with your customers/citizens to know what really needs to be measured
  • Using VoC to discover latent needs or false positives

Speaker TBC

14.30 Panel Discussion: How are governments creating a citizen-centric environment and what are they doing to help citizens respond to the challenges of the economic downturn

Moderator:

  • Robert Keay, Managing Director Ethos Consultancy

Panelists:

  • Siegfried Fuchsbichler, Assistant Deputy Minister and Chief Information Officer, Government of Yukon, Canada, Vice President of the ICCS Board of Directors
  • Bernadette de Souza, Program Director, Research, Marketing and International Programs, Institute for Citizen Centred Services, Head of the Organizational Dynamics Unit, ServiceOntario
  • Lala Rukh Qadir, Director – Strategic Planning & Performance Directorate, Abu Dhabi Judicial Department
  • Lieutenant Colonel Faisal Al Shoaibi, Head of Strategy and Performance Improvement, Abu Dhabi Police
  • Senior Representative, Abu Dhabi Tourism Authority

15.00 Afternoon Coffee & Networking Break

15.30 Discovering The Link Between Service Quality, Customer Loyalty And Business Growth

  • Techniques and methods to drive service quality initiatives
  • Maintaining constant contact with your customers to ensure they remain yours
  • Building upon customer loyalty and satisfaction to drive your business forward
  • Implementing new technologies to blaze through the service – profit chain
  • Ensuring your employees are aware of the linkages and how they can add value

Siva Kumar, Global Head of Customer Experience, HSBC Amanah

16.00 The interdependence between employee engagement and customer engagement

  • Focus on holistic employee engagement processes and initiative
  • Direct and measureable relationship between employee engagement and customer engagement
  • Company case study or examples of effective employee engagement from a customer perspective

Belal El – Bannato, Director of Customer Services, Xerox Emirates

16.30 Closing Remarks & End of Day One