4th Annual Customer Service Week

30 September - 02 October, 2013

The Westin Dubai Mina Seyahi Beach Resort and Marina, Dubai, United Arab Emirates

Trend 2: Mobile solutions are becoming a must have

Customer service mobile applications remain nascent as more companies focus on their mobile marketing, sales, and e-commerce mobility strategies.

Expect companies this year to better align their mobile strategies, technology investments and user experiences across functional groups.
Trend 3: Agile service is becoming more important than multichannel service

Customers expect service to be agile, being able to start an interaction in one communication channel or touchpoint and complete it in another.

Each interaction should convey consistent and personalised data and contextual knowledge and information to the customer.
Trend 4: Customers expect proactive outbound communication

We predict that the range of channels for proactive outbound will increase, and will include service alerts, workarounds, customized cross-sell and up-sell offers, and new knowledge base content.

More powerful smartphones and increased bandwidth will allow proactive outbound applications to use rich media with embedded links to improve the user experience.
Trend 5: Next best action solutions are powering targeted offers

Organisations will continue to investigate methods to recommend agent “next best actions” during the service resolution process in an attempt to offer service tailored to the customer’s unique needs and past purchase history.
Trend 1: Channel preference is changing rapidly

Across all demographics, voice is still the primary communication channel used, but is quickly followed by self-service channels, and digital channels.

Expect customer service organisations to better align their channel strategy this year to support their company’s customers’ needs.

With so much invested, why do companies continue to fall short in meeting customer expectations?

40% of organizations cite 'complexity' as the greatest barrier to improving multichannel customer experience, overtaking 'organisational structure' since 2010
Only 26% of companies have a well-developed strategy in place for improving customer experience
89%of consumers began doing business with a competitor following a poor customer experience

Attend the 4th Annual UAE Customer Service Week and learn how to avoid the pitfalls

Learn how to effectively adapt to changes in digital communication to proactively receive customer feedback and data analytics from multiple platforms
Develop techniques and solutions to breakdown analytical feedback into large readable information so the most effective decisions are made to meet customer needs and wants
Understand how to evolve a business model internally to handle increasing public online feedback
Implement software that can better manage online customer feedback to take effective action to meet customer requirements
Develop strategies to encourage new lines of communication and receive more quality customer feedback
Grow and deepen loyalty relationships with sophisticated consumers in competitive markets

His Highness Lt. Gen. Sheikh Saif Bin Zayed Al Nahyan
Deputy Prime Minister and Minister of Interior
United Arab Emirates

Dr. Wafa’ Abu Snaineh
Dubai Model Advisor, Dubai’ the Model Centre – The Executive Council
Government of Dubai

Major General Dr Abdul Quddus Abdul Razak Obaidli
Director of the General Administration of TQM
Dubai Police

Philip Forrest
President
The International Customer Service Institute (TICSI)

Robert Keay
Managing Director
Ethos Consultancy

View All speakers

With multiple changes in the banking environment, which bank has it all figured out? Which bank set itself apart from the rest? be there to find out!

The 2013 Bank Benchmark Index Awards are created to reward the banks which value customer service and strive towards service excellence. The BBI has matured into one of the UAE's most anticipated reports in the industry and with the recent changes in the banking environment, several challenges are bound to present itself.