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5th Annual Customer-Centric Service Excellence 2014

Embedding customer-centricity into your organisation’s DNA to achieve the ultimate organisational trifecta; engaging customers’ loyalty, fostering customer-centric internal culture and enhancing your revenue pie

15-17 Sep 2014
Hilton Abu Dhabi, United Arab Emirates

Conference Workshop

Building the Customer-Centric Organisation Workshop

This workshop looks into some fundamental aspects within your organisation: Your customer base, the competition you face, and the innovation and technological competencies you can use to your advantage as well as your most valuable asset, your employees

Workshop Moderator: Joe Tawfik

Company: CEO,Kinetic BPO, Australia

Why You Should Attend

5th Annual Customer-Centric Service Excellence 2014

Customer centricity is not an objective, it has become indispensable! You need to create customer experiences that transcends the ordinary, it has to be memorable and not simply satisfactory! It is now your vital lifeline to business success and a sustainable competitive advantage for your organisation. The question is, how do you achieve the ultimate organisational trifecta with customer centricity? It is time to move forward in cultivating the right culture that aims to provide enhanced customer experience which in turn will generate profitability. To succeed in customer centricity, you need to commit to it – NOW!

Deliver world-class customer experience by investing in our upcoming 3-day ‘5th Annual Customer-Centric Service Excellence’ conference which explores customer-centricity themes at its best. Our esteemed line up of speakers will bring you on a journey of best practices and success stories on ‘Enhancing Customer Experience through Service Innovation and Personalisation’, ‘Omni-Channelling is the Way to Go!’, ‘Where’s the ROI in Great Customer Experience?’ and many more. Also, you would not want to miss out on our 1-day post conference workshop in ‘Building the Customer-Centric Organisation’. All of which will lead you to your final destination of achieving customer-centric service excellence!


Key Topics

  • Exploring the process and techniques of Dubai Customs to transform into a customer-centric organisation
  • Assessing AW Rostamani call centre performance to maintain high quality customer management
  • Simplifying customers’ buying experience through First Gulf Bank’s experience with customer journey mind mapping
  • Delighting your customers through Fonterra’s marketing strategy to attract sales
  • Personalising customer experiences like Almutlaq Holding to boost loyalty, advocacy and profit
  • Previous Attendees Include

    Head of Process & Quality Assurance – Bank Sohar
    Director of Business Development – Ajman Municipality
    Regional Manager – Abu Dhabi Ports Company
    Head of Retail Marketing & Business Performance – National Bank of Oman
    AGM Head of Retail Banking Group - National Bank of Um Al Quwain
    Customer Care Senior Manager – Tecom Investment
    Head of Customer Care – Wataniya Mobile
    Head of Customer Care – Gulf Bank
    Director of Social Service – Community Development Authority
    Deputy General Manager – SAIB Bank
    Head of Service Quality – Dubai Bank
    VP of Marketing & Sales – ACIG
    Head of Customer Service Efficiency – DHL Express
    Deputy Head of Services – Atlas Telecom
    Head of Customer Service – Ministry of Environment and Water
    Head of Planning and Development – Dubai Municipality

    Why Choose marcus evans Conferences?

    marcus evans specialises in the research and development of strategic events for senior business executives. From our international network of 63 offices, marcus evans produces over 1000 event days a year on strategic issues in corporate finance, telecommunications, technology, health, transportation, capital markets, human resources and business improvement.

    Above all, marcus evans provides clients with business information and knowledge which enables them to sustain a valuable competitive advantage and makes a positive contribution to their success.

    Event Partners

    Practical Insights From

    Zuhdi Abduljawad
    Customer Care Consultant
    Department of Transportation, UAE

    Ziad Ziadeh
    National Customer Service Director
    DHL Express, Saudi Arabia

    Naveed Ashgar
    Marketing Director
    Fonterra, UAE

    Andres Ortola
    Sales Excellence and Strategy Director - Asia Pacific
    Microsoft, Singapore

    Ahmad Khawaja
    General Manager – Corporate Processes Excellence and Quality
    Mobily, Saudi Arabia

    Sadia Noori
    AVP – Social and Media
    Mashreq Bank, UAE

    Joe Tawfik
    Kinetik BPO, Australia

    Professor Morris Pentel
    Customer Experience Foundation, UK

    Click Here For Full Agenda

    Voice of Our Customers
    • “It was well organised and the best part was the speakers” – Ajman Municipality
    • “The conference created and helped in sharing experiences that boost new ideas to overcome challenges faced in practice” - Wataniya Mobile Palestine
    • “Overall, the organising of the event was very, very good! It was my best experience to-date” – Commercial Bank of Dubai
    • “ME did very well with the speakers, topics and real-life stories” – Atlas Telecom
    • “ME takes conferences to another level of enlightenment in terms of learning about best practices across the industry” – Kota Mahindra Bank
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    Event Contact

    For all enquiries regarding speaking, sponsoring and attending this conference contact:

    Miss Bernardine Michael - Marketing Director (Asia Pacific, Middle East and Africa)

    marcus evans Kuala Lumpur , Suite A-20-1, Level 20
    Hampshire Place Office, 157 Hampshire, 1, Jalan Mayang Sari
    50250 Kuala Lumpur

    Fax: 0060327236699