Summit Day Three: Conference, Tuesday, 2 October 2012

09:00 Chairman’s opening address

Philip Forrest
President
The International Customer Service Institute (TICSI)

Improving customer retention and enhancing employee engagement

09:10 Moving back to basics - looking at customer management and customer loyalty

  • Analysing 25 year of service quality management and its influence on future actions
  • Highlighting what has changed and what has not over the past 25 years
  • Discussing the impact of “perfect knowledge” on customer management and customer loyalty
  • Analysing the basic building blocks and methods for customer service success in tomorrow’s electronically influenced age

Philip Forrest
President
The International Customer Service Institute (TICSI)

09:40 Improving customer loyalty through Abu Dhabi Government Contact Centre – One Government with integrated customer care

  • Abu Dhabi Government Contact Centre Background and Journey to date
  • Impact on customer service within the Government
  • Looking forward – next phase of the Journey

Khaled Al Mazrouei
Business Information Manager
Abu Dhabi Systems and Information Centre

10:10 Enhancing customer experience by implementing Mystery Shopping within Policing

  • Reinforcing the importance of intelligence led integrity testing
  • Understanding and maintaining professional standards
  • Analysing the effects of mystery shopping in supporting the development of police staff and police officers in delivering an excellent quality of service to the public.

Major General Dr. Abdul Quddus Abdul Razak Al Obaid
Dubai Police

10:40 Morning refreshments and networking opportunity

11:10 Annual Bank Benchmarking Index (BBI) Awards 2012 winners ceremony

11:40 Case Study: Selfridges and Disney- Evaluating super service made simple

  • Learning from two great iconic brands
  • Understanding the commercial link between great customer experiences and cash in the till
  • Hearing about the science and business behind the magic

Allan O’Neill
CEO
Kara

12:40 Networking lunch

13:40 Apply the power of CRM to build customer loyalty

  • Exploring CRM automation for aligning business processes with customer strategies in order to increase profits
  • Investigating Key CRM initiatives for building customer loyalty through successful CRM deployment processes
  • Understanding typical components of a CRM system to solve customer issues at first contact

Bassam Dourzi
Director
360º Consult

14:40 Maximising customer engagement to maintain your current customer base

  • Understanding steps to building deeper emotional connections with customers
  • Developing metrics to define engagement for each customer grouping
  • Exploring key frameworks for segmenting customers based on engagement

Mark Davis
CEO
Airmiles

15:10 Panel discussion: Debating if customer feedback builds valuable brand trust

  • Discussing the power of branding in attracting new customers
  • Analysing the damaging potential of customer word of mouth on your brand value
  • Collecting customer feedback to enhance your service delivery

Major General Dr. Abdul Quddus Abdul Razak Al Obaid
Dubai Police

Allan O’Neill
CEO
Kara

Bassam Dourzi
Director
360º Consult

15:40 Chairman’s closing remark and end of summit day two

 
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