Summit Day One

Meeting The Demands And Expectations Of Increasingly Savvy And Evolving Customers In The Face Of Amplified Competition To Increase Engagement And Loyalty

• Pro-active strategies to anticipate and enhance customer experience throughout their touch points
• Proper use of technology to speed up inquiry processing and satisfy demanding customers
• Innovating and implementing various sets of marketing strategies to bridge generation gaps
• Integrating social media and on-demand channels into your marketing strategy to develop loyalty within the “I can’t wait” generation
• Is Customer Lifetime Value (LTV) calculation applicable in fast moving markets?

Dr Navneet Saini, Manager Life & Medical Division, Oman United Insurance, Ruwi – Oman

Cross Industry Panel: Bridging Diversity And The Differences In A Multi-Cultural Customer Base To Attract And Retain Customers in GCC Markets

• GCC markets: Hotchpotch of cultural differences or easily targetable markets?
• Integrating new forms of market segmentation methodologies based on cultural understanding to manage the different levels of expectations driven by the predominant role of customs and habits
• Opportunities of a “global domestic market”: The role of value based segmentation and diversification
• Rising brand image to enhance the experience and attract more emotion-driven and high value customers

Cross Industry Panel : Advancing Corporate Communication And Customer Education As A Driver For A Holistic, Successful And Sustainable Customer Experience Initiative

• Targeted communication strategies to promote your organisation: How does educating your customer positively impact your pricing policy and bottom line?
• Transparency, respect and reliability: Building mutual trust to enhance customer loyalty
• Word of Mouth: Best ally or worst enemy?
• Virtual and physical touch points: The importance of interaction in the customer relations function to develop and strengthen loyalty
• The necessity for pro-activity on social media to shape and control your brand image

Awards Ceremony

• Best Customer Attraction
• Best Online Experience
• Best Customer Impressions and Interactions
• Best Loyalty Programme

Interactive Round Table Discussion : What Does A Customer Experience Journey Entail And What Does It Mean To Customer Facing Executives In Enhancing It For Them?

• Is the product the most important part of the experience?
• Designing the perfect customer experience by identifying the most valuable touch points to convert more potential customers into loyal partners
• “Brands are stories”: How customer relationships and touch points create lasting impressions of your company and its products/services
• Cost and ROI of mapping a customer journey: Large investment for long term profit?

How To Create A “Customer Journey” To Ensure Differentiation And Continued Loyalty

• Initiating long term project to detail customer journeys to provide unique experiences and achieve a high level of differentiation
• How many touch points should be included in the map to avoid a cradle-to-grave customer journey scenario?
• How to integrate participative customer insights into touch points of the journey to enhance value and experience memory
• Cost and ROI of mapping a customer journey: Large investment for long term profit?

Can Customer Experience Strategies And Loyalty Programmes Add To The Bottom Line?

• Why the benefits of a personalised customer experience exceed its costs
• “It is more difficult to maintain than to gain customers”: How are expensive retention strategies ultimately profitable?
• 80% of revenue comes from 20% of customers: How the “law of the vital few” drives the companies to invest in loyalty programmes
• Would customers pay more for an exceptional customer experience? Connecting customer experience strategies on the emotional level to increase margins

Ahmed Habiba, Consumer Marketing Manager- LifeScan MEA, Johnson & Johnson, Dubai -UAE