Customer Service Week - Forum Day 2

09.00 Morning Coffee

09.15 The Real Leadership Challenge - Creating, Maintaining and Measuring a Sustainable Service Quality Culture

• Short term initiatives do have an effect on service quality performance but they are rarely sustained over the longer term nor widely adopted throughout the whole organisation
• Building service quality into the corporate DNA
• Using this DNA as a competitive edge when responding to customers' needs

Philip Forrest, President, The International Customer Service Institute

10.00 Innovative Citizen-Centred Services Through Collaboration

Bernadette de Souza, Program Director, Research, Marketing and International Programs, Institute for Citizen Centered Services, Head of the Organizational Dynamics Unit, ServiceOntario

10.30 Morning Coffee & Networking Break

11.00 Panel Discussion: Enhancing Customer Service and Experience in the Banking Sector

Moderator:

• James Brock, Personal Finance Editor, The National

Panelists:

• Lutfi Alshukaili, Head of Service Quality and Performance Development, Dubai Bank
• Faran Niaz, Vice President - Head of Service Quality, Abu Dhabi Islamic Bank
• Lesley Fernandes, VP Service Quality, First Gulf Bank
• Halima Anderson, Director of Delivery, Ethos Consultancy

11.30 The Interdependence Between Employee Engagement and Customer Engagement

• Effectively deploying customer self service online
• Understanding the need for comprehensive tracking and documentation
• Enhancing customer interaction channels to deliver seamless service across the world

Don Hales, Managing Director, World of Customer Service and Chairman, Awards International

12.00 Driving Customer Loyalty Through Personalisation and Customisation

• Ensuring personalised service through all customer channels
• Understanding that each and every customer is special and they have different wants
• Utilising technology to make an impression on your customers

Noah Chancellor, Senior Advisor, Enterprise Business Unit, STC

12.30 Networking Luncheon

14.00 Citizen Service Success Case Study: Abu Dhabi Police

• Delivering services that are fair, efficient and serve the public interest
• Staying ahead of ever-changing citizen needs
• Placing the citizen at the centre of the service

Lieutenant Colonel Faisal Al Shoaibi, Head of Strategy and Performance Improvement, Abu Dhabi Police

14.30 Integrating CEM Data into the CRM Systems to Enhance Customer Experiences

• Gaining a 360 degree view of your customer
• Combining data from multiple channels to better understand your customer
• Developing a continuous feedback loop to assist in decision making
• Moving towards a customer centric organisation

Delel Chaabouni, CRM Director Exhibitions and Events Management, Dubai World Trade Centre

15.00 Afternoon Coffee & Networking Break

15.30 Customer service is all about People. Yours Especially

• Developing your people as customer service champions
• Identifying and nurturing talent within your organisation
• Coaching your top talent to drive service excellence

Mohamed Farid, Chief Executive Officer, SHL Group

16.00 Combining Unstructured Data with Structured Data Analysis to get the Complete Picture

• Utilising text analytics as a tool to analyse unstructured data
• Developing a holistic view of your customers and their feedback
• Moving beyond traditional means to gather intelligence and insight into your customers

Emad ElMaghraby, Professional Education Manager – DePuy, Middle East, Egypt & Pakistan, Johnson & Johnson (Middle East) Inc

16.30 Closing Remarks & End of Summit