CX Egypt

www.cxtransformationsummit.com CX7th Edition TRANSFORMATION SUMMIT 13th October 2021 | The Nile Ritz Carlton | Cairo, Egypt NOW AND NEXT Organized by

SPONSORS CX TECHNOLOGY PARTNER STRATEGIC RPA PARTNER STRATEGIC CX PARTNER SILVER SPONSOR NETWORKING PARTNER MEDIA PARTNER MEDIA PARTNER

NOW AND NEXT – DELIVER As competition gets more fierce and BUSINESS RESULTS economic uncertainty is a wildcard, one THROUGH SMART CX thing is for sure: Customer loyalty can STRATEGIES help drive the success of a business. And the customer experience (CX) drives In a world accentuated by digital transformation, customer experience is loyalty. The data is clear: your market differentiator. Organizations are faced with unforeseeable challenges today that require them to change their approach to 74% of customers feel loyal to a particular customer experience to accelerate business value and gain a brand or company competitive advantage. 52% of customers report going out of The post-pandemic challenges are only the beginning of a revolution their way to buy from their favorite where businesses will have to think beyond the benchmark and find new brands ways to reposition CX in the future. Join the CX Transformation Summit & Awards where we will unveil and breakdown new CX trends and Top Priority for Enterprises to Invest in challenges and future digital progression that will help you out beat your Customer Experience even in an competition and lead as a customer-first organization. economic downturn According to Everest Group Survey

Key Takeaways Key Topics ● Stay Ahead of your competition by This years theme - Now and Next exploring new and latest trends in CX from Under this theme we will discuss about latest challenges the top region’s top CX experts and Digital faced by CX Professionals and a future roadmap to transformation experts. establishing strong CX strategies to achieve future business results. ● Explore the strategies that CX leaders need to build a customer-centric ● Application of Customer Experience(CX) and Brand organization and drive transformation. Experience to drive business growth. ● Boost business efficiency and technology ● Customer Experience in the new reality performance and learn how to take ● Realistically harness the latest technology & AI customer experience to the next level. advances to improve CX Strategies. ● Understand how automation, Robotics, ● How can Marketing, Sales, Product Engineering and machine learning, and Artificial Intelligence can be incorporated into your CX teams collaborate to create a better CX process/ Upgrading technology to deliver experience. an exceptional customer experience. ● Re-imagining customer experience for now and the future. ● Learn how to connect company culture to ● Balancing the human and technology interaction of customer experience. CX. Attendees Industries ● CXO’s ● Directors ● Customer Experience ● Digital Transformation WHO ATTENDS ● CCO ● SVP ● Country Heads ● EVP ● Marketing ● Information technology SUMMITCX TRANSFORMATION ● Regional Heads ● VOC’s ● Contact centre ● Customer Service ● Data and analytics

SPEAKERS Hussein Dajani Tarek Ezzeldin Faran Niaz General Manager - Digital and Enterprise Senior Sales CX Transformation - Africa, Manager, Infobip CEO & Founder Middle East, India, Turkey, and CX Future Oceana Aleena Arotin Nissan Motor Corp Khaled Nabhan Head Of CX, AXA OneHealth Khaled Alaa El Din Head of Customer Naglaa Abdeen Experience, Sr. Manager Customer & Bank Audi, Egypt. Vendor Experience at MaxAB Senior Director Telecom Egypt Ahmad Nashat Yasmina Fahmy Ali Shabdar Managing Partner - BLI Group General Manager for Group Marketing and Digital Regional Director MEA Transformation Zoho Corporation Mohmoud Youssef Contact Financial Holding Key Account Executive, Mohamed Ibrahim Infobip Executive Coach and EMEA Center of Excellence Sr. Manager- Uber

SPEAKERS Hyther Nizam Rayan Gad Noha Mokhtar President, Product Head of Customer Management at Zoho Regional Head of Customer Service at Jumia Egypt Service, Middle East and Ricardo North Africa, DHL Express Langwieder Maroua Ezouhri CEO at Majorel Egypt Customer Experience Manager, Wafa Assurance

AGENGA Timing Topic 8:00 am Registration and Coffee 9:00 am - 9:05 am Welcome note by PBI and conference chair Introduction Conference Chair Khaled Nandban - Head of Customer Experience, Bank Audi, Egypt 9:10 am - 9:30 am Opening Keynote Customer Experience in the new reality ● Lessons from 2020 and how the pandemic has shaped CX. ● How organizations are coping with new CX strategies - what has worked and what has not. ● Current day CX and where we stand Faran Niaz CEO & Founder - CX Future 9:30 am - 10:10 am CXO Panel Discussion Maintaining employee experience in current challenging times. ● How to maintain your teams to ensure best service to your clients and customers. ● Change in current operations and functions ● Managing change and ensuring that your organization is prepared for the future. ● Role of organization leaders in ensuring CX teams are getting the right support. Panelist: Naglaa Abdeen - Senior Director Telecom Egypt Noha Motakar - Regional Head of Customer Service, Middle East and North Africa, DHL Express Aleena Arotin - Head Of CX, AXA One Health Ricardo Langwieder - CEO at Majorel Egypt Moderator: Ali Shabdar - Regional Director MEA at Zoho Corporation 10:10 am - 10:30 am Presentation by Zoho Unified Approach To Deliver Exceptional Customer Experiences Sales, Marketing, and Support traditionally operate in silos. But they need a unified approach to deliver a unified CX. Bringing them together is no longer an option. Networking and Coffee Break

AGENGA Networking and Coffee Break 11:20 am - 11:40 am Keynote by Turning an organization into a customer centric one ● Pre VS Post Covid era ● Seamless frictionless customer journeys ● ROX (Return on Experience) Hussein Dajani General Manager - Digital and CX Transformation - Africa, Middle East, India, Turkey, and Oceana Nissan Motor Corp 11:40 am - 12:00 pm Keynote Emerging needs. CX Initiatives Application of CX and BX to drive business growth Bring BX to life. How to stand for something bigger than the products and services. Building BX for now, next and future. Mohamed Ibrahim - EMEA Center of Excellence Sr. Manager at Uber 12:00 - 12:45 Panel Discussion between Marketing, Sales and CX Heads How can Marketing, Sales, Product Engineering and CX teams collaborate to create a better CX experience. ● Where exactly collaboration is required. ● How to remove department silos and work together in creating CX for future Yasmina Fahmy - Group General Manager for Marketing and Digital Transformation at Contact Financial Holding. Mohamed Ibrahim - EMEA Center of Excellence Sr. Manager at Uber Khaled Nabhan - Head of Customer Experience, Bank Audi, Egypt Moderator: Mahmoud Youssef, Key Account Executive, Infobip

AGENGA 12:45 pm - 01:10 pm Delivering Exceptional CX with Omnichannel Communication ● Omnichannel solutions offer a one-stop solution to communication for stellar customer journeys. ● Personalization helps businesses encourage customers to develop habits, makes them feel important, and most importantly, eliminates friction. ● Applying a multi-touch Omni Channel communication strategy can personalize customer engagement, guarantee interactions at different touch points, and deliver exceptional customer experiences. Tarek Ezzeldin, Key Account Executive, Infobip Lunch and Networking Break 2:15 pm - 2:45 pm FireSide Chat Balancing the human and technology interaction of CX. 2.45 pm - 3.05 pm 3.05 pm - 3.25 pm ● Demand of Human service in digital age ● Minimizing barriers and challenges of ChatBots. ● Importance of striking a balance and how to do it. Panelists: Khaled Alaa El Din - Sr. Manager Customer & Vendor Experience at MaxAB Ahmad Nashat - Managing Partner - BLI Group Rayan Gad - Head of Customer Service at Jumia Egypt Keynote Future of Digital Transformation in Egypt and How digital transformation can change enterprise future in upcoming 3 years Yasmina Fahmy - Group General Manager for Marketing and Digital Transformation at Contact Financial Holding TechTalk Understanding and shaping consumer behaviour Aleena Arotin - Head Of CX, AXA OneHealth

AGENGA 3.25 pm - 4.00 pm CX Round Table 4.00 pm - 4.10 pm Topic 1 : Changes in product/service offering to accommodate CX needs of future Topic 2 : Building a Customer centric organization for future Topic 3 : The role of CX in Digital Transformation Topic 4 : Contingency CX Planning for future challenges Round Table Leader - Maroua EzouhriI - Customer Experience Manager - Wafa Assurance Conference Closure

TESTIMONIALS “Intimate, Effective and “Well Organised and the event “Great Experience of to the Point, Keep up had people across all verticals, going through CX the Great Work. The team did a wonderful job of Journey with thought coordinating efforts end to end leaders. Business Development with my Team. Director MEA, ZOHO CX Head, Electrolux Account Manager, Freshworks “Excellent Summit focussed “Excellent Event, Continue “Quite an insightful session, on CX Transformation. doing similar events. I went home with a lot of positive information to VP CX, SBM Bank Head of Customer apply in my work scope. Experience, Credit Agricole Digital Marketing Manager, Majid Al Futtaim Carrefour

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CX SPEAKERS Hussein Dajani Naglaa Abdeen General Manager - Digital and CX Senior Director Transformation - Africa, Middle East, India, Telecom Egypt Turkey, and Oceana Nissan Motor Corp A prominent Egyptian business entrepreneur and senior director. Although she has graduated from faculty of Al-Alsun, she has During his 18 year career, Hussein has been able to demonstrate exerted all the needed effort in order to render the field of both career growth, corporate success as well as building a communication a successful one. She has an extensive personal brand (through thought leadership and conference experience in the customer experience management endeavors. presentations) – all of which were achieved by working for great She worked in a wide variety of professional capacities in both companies and with great talents. private and public service. Over the past few years, Hussein has worked with the likes of WPP In the year 1996, she was the head of the reception committee of and Publicis overseeing some of their largest regional clients (such the Rotaract organization for fundraising and charity. In 2007, she as STC, Vodafone, Nokia, Visa and HSBC) and was fortunate held the position of the senior manager in the Social fund for enough to be recognized as a high potential leader by WPP being development. In 2017-2018 she was the global project manager awarded the renowned ‘WPP Young High Potential Leaders' Award in Vodafone UK. In 2018 up till now, she joined the Telecom Egypt from Sir Martin Sorrell himself, as well as receiving regional awards Company as a senior director for the Customer Experience from the likes of Gulf Marketing Review, which identified him as Sectors. Having fostered a great passion for travel she has one of the 40 top marketing professionals in the region, and being gained the ability to deal with people from different cross- voted by the Huffington Post as among the 10 people changing the cultural backgrounds. Recently, she is competing with worldwide marcomm landscape in the MENA region. customer experience representatives in the telecommunication market to let Telecom Egypt hold a leading position as she has a Since working on the agency side, Hussein has transitioned to very strong edge in this field. client side and worked with some fantastic brands in senior leadership roles (as detailed below). Hussein's core expertise lies in the Digital Marketing and Tech space, evolving over the years from a pure player marketeer. Starting his career with some of the worlds' greatest communication companies, today Hussein is the GM for Digital and CX Transformation with Nissan Motor Co. for Africa, Middle East, India and Turkey overseeing some of the most dramatic customer transformations the company has had to go through in recent times.

CX SPEAKERS Tarek Ezzeldin Yasmina Fahmy Enterprise Senior Sales Manager Infobip Group General Manager for Marketing and Digital Transformation Tarek is currently handling the role of Key Executive in Infobip. Contact Financial Holding Tarek holds more than 10 years of sales and business development profession. Yasmina Fahmy is a diversified entrepreneur with passion in technology and new ways of working. She is Group General He is passionate about helping companies utilize smart Manager for Marketing and Digital Transformation at Contact technologies to unlock new economic opportunities. Tarek holds Financial Holding. Yasmina has over 14 years of experience an MBA, major international business from Cardiff metropolitan diversified across different multinationals, she held many global university. business strategic roles covering digital transformation, innovation, sales development, marketing and business In his free time, Tarek enjoys unpacking socio-cultural complex development. philosophical narratives and applying his key findings to help his clients deliver the best possible customer experience. She holds a professional diploma in international management from Oxford College, UK and a bachelor degree of computer and Noha Mokhtar information sciences from ain shams university. As an entrepreneur she has her own company \"ESN\" established and Regional Head of Customer Service, Middle East and specialised in Enterprise social networks professional services North Africa, DHL Express headquartered in London, UK with a regional branch in Cairo, Egypt with more than 15 multinational global partners, to name a Vice President Customer Service DHL Express MENA, has over 17 few \"Microsoft, Cisco, IBM, Oracle, Jive, Hootsuite, HCL and Years of extensive hands-on experience in customer service in many more\". She has proven success in defining and executing multinational environment and a proven track of record of in effective new ways of working for companies and socially selling developing customer service strategies, supporting and driving the company’s products and services that ensure ROI digital transformation to achieve the highest levels of customer generation adopting digital transformation latest technologies.\" satisfaction.

CX SPEAKERS Mohmoud Youssef Khaled Nabhan Key Account Executive, Infobip Head of Customer Experience, Mahmoud is a key account executive at Infobip in the MENA region with Bank Audi, Egypt. 6+ years of experience attracting and retaining top accounts, driving revenue growth, closing high-value deals, and building trusted, loyal For over 14 years' experience in multinational banks, supported with relationships with high-profile clients. With a proven track record in Master degree in banking- finance & certified lean Six Sigma BB, PMD & selling to senior-level executives and decision-makers, Mahmoud is Data Analysis, Nabhan was responsible for overseeing & reshaping the passionate about helping companies utilize advanced customer customers journey through all bank’s touch & digital points, By experience solutions to unlock new business opportunities. applying new models & Group Strategy that aimed to enhance & Sustain external & internal CX to not only meet but exceed all Previously, Mahmoud worked as an account manager at a technology expectations to reach a significant smoother & delighted experience. solutions provider. To complement his 6+ years of experience, Mahmoud holds bachelor’s degree in business administration from Loughborough Nabhan also was one of the Service Excellence team that has been University in the United Kingdom. Awarded BEST Customer Journey & Data Centric Award in 2020 (MENA Rejoin) by TRUSTED ADVISORS Group in Morocco & Best Process Maroua Ezouhri Automation - CX Award 2021, Dubai Customer Experience Manager Khaled Alaa El Din Wafa Assurance Sr. Manager Customer & Vendor Experience Maroua Ezouhri is a Moroccan Customer and User experience designer MaxAB who is also a google woman techmaker ambassador. In 2019 she was offered the title of Figma advocate as the first and only woman in mena Khaled Alaa is the Current Senior manager for Customer and Vendor region to help spread the value of solving problems by design, a young experience at MaxAB, after Khaled has taken care of several roles with age she has proven the ability to create teams that work strategically, Jumia Egypt since 2013, starting with Founding the Aftersales and think creatively, deliver high-quality products. reverse logistics, later he Managed the First mile and Vendor ops for She successes in creating a process of design that builds on Jumia Services, and ended by Heading the Customer experience for understandings of psychology and technology and supports Jumia Egypt in 2020, Khaled Joined MaxAB in November 2020 machine-human communication, on a large to medium scale currently, expanding his expertise to Customer and Vendor experiences in the B2B she’s the Customer Experience lead at Wafa insurance. sector. He identifies himself as e-commerce passionate due to his exposure to the industry since 2007

CX SPEAKERS Rayan Gad Mohamed Ibrahim Head of Customer Service at Jumia Egypt Executive Coach and EMEA Center of Excellence Sr. Manager, Uber Results-oriented, creative, energetic problem solver, and data-driven who worked as a professional in telecoms and fast-paced international Mohamed comes with over 16 years of environments with proven tracking records in project start-ups and experience of global leadership at scale in Teleco and Tech where he organizational expansions. has built and led teams in APAC and EMEA regions within the commercial and global customer operations functions. His professional career is determined within EMEA & GCC region's through international telecoms enterprises and corporates, Specifically Mohamed joined Vodafone Group Shared Services in 2006 where he in the sectors of Business Process Outsourcing, Call Centers and had different roles among which was leading scaled operations, Contact Centers, E-Commerce & Social Media, either voice or Vodafone UK Change portfolio management, UK Offshore operations non-voice, inbound and outbound agreements delivering world-class and partner management. Mohamed is an executive coach and a customer experience by managing customer service levels (SLA) and member of the International Coaching Federation specialized in contractual agreements in terms of quality assurance, workforce, and transformational, leadership development, and scaling business operational obligations. coaching. Highly skilled in identifying potential people for developments and Mohamed has helped many clients and organizations successfully helping the staff to excel their skills by gaining their loyalty while develop and transform their CX models and practices. Also, further, emphasizing on teams retention, and create teamwork that scale their business and achieve unprecedented results. Mohamed has contributes to building a wide organizational healthy environment. reached outstanding results in different regions including the middle east, Europe, the USA, and Canada.

CX SPEAKERS Ali Shabdar Regional Director MEA Zoho Corporation An avid user and consultant of Zoho since 2008, Ali fell in love with the platform when he built a CRM for his real estate company in Zoho Creator in a single afternoon. A multidisciplinary business technologist and a published author, Ali contributes to the the steady growth of Zoho's diverse ecosystem in the MEA region. Experienced in business growth and transformation, business processes, marketing, and information management, Ali understands the challenges of modern businesses and helps them utilize the immense power of cloud computing strategically and in day-to-day operations.

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