The Customer Show -Day one: Tuesday 29 November 2011

The Customer Show -Day one: Tuesday 29 November 2011 ›

The Customer Show - Day two: Wednesday 30 November 2011 ›

Pre-Conference Masterclass ›

last modified: 21 November '11

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08.30

Registration and refreshments

09.00

Chairperson’s opening remarks

Mr Paul Lacey

Winner of 13 loyalty industry ‘Freddie’ awards, Paul Lacey has been a strategic loyalty marketing specialist in the travel and retail sectors for over 20 years. With a proven record of developing programmes that increase revenue and value for...

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› Mr Paul Lacey, International Programme Director, Aimia, United Arab Emirates

09.15

Keynote: Excellence or Innovation? Choose one

Mr Don Peppers

Recognized for well over a decade as one of the leading authorities on customer-focused relationship management strategies, Don Peppers is an acclaimed author and a founding partner of Peppers & Rogers Group, the world’s premier customer-centered...

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Enterprise engagement – enabling your brand ambassadors, employee culture for competitive advantage
Ethics and trust as KPI’s for success – cultivating trust isn’t expensive – it’s essential!
Innovation – monetizing new technology and relationships
The 3 C’s to create customer centricity – colleagues, channels and customers
The future - how to leverage social networks and mobile apps

› Mr Don Peppers, Founding Partner, Peppers & Rogers Group, United States

Re-imagining the 'loyal customer'

10.15

Keynote: The rise of the Datarati – turning customer data into revenue

Mr Dave Battiston

Dave Battiston is Managing Director of International Development for Aimia. In this role, Dave is responsible for exploring new business opportunities with retailers in strategically important markets, in line with Aimia’s international expansion...

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Why customer data is the new oil
Best practices for customer data collection
How the next generation of analytical tools will drive marketing

› Mr Dave Battiston, Managing director International, Aimia, United Arab Emirates

10.45

Are your customers insatiable?

Mr Ross Maclean

Ross is the Ernst & Young Customer Advisory Leader for the Middle East and North Africa. Ross has experience across a wide range of private sector industries and has also worked with numerous government agencies to develop their customer...

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Global trends: Analyzing 26,000 consumers from 36 countries - what did your customers tell us in our 2011 Global Consumers Survey?
The MENA angle: customer expectations, needs and behaviours from across the MENA region
How loyal are you customers? Embracing the digital democracy and what it means for your organisations

› Mr Ross Maclean, Customer Advisory Leader, Ernst and Young, United Arab Emirates

11.15

Morning refreshments and speed networking

Customer centricity

11.40

Keynote: How to build a business from the customer, up!

Mr Bilal Alavi

Mohammed Bilal Alavi is the Head of Marketing at American Express Middle East, with the mandate of providing strategic Marketing support to all American Express Middle East offices. Alavi works in coordination with all divisions of American Express...

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Enterprise loyalty: the key to forming the foundations of a successful customer-centric engagement strategy
Bringing loyalty from the marketing function to the wider enterprise level

› Mr Bilal Alavi, Regional Head of Marketing, American Express, Bahrain

12.10

Keynote: How to create loyalty beyond reason amongst shoppers searching for value

Mr Richard Nicoll

Richard Nicoll is a founding director of Saatchi & Saatchi X in London and is now responsible for bringing shopper marketing to the Middle East. At Saatchi & Saatchi X Dubai Richard is responsible for driving project strategy and business...

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Understanding the new age of the shopper – how they shop in today’s digital environment, the shopping cycle and their barriers to purchase
Practical steps that a brand must instigate if it wants to create ‘loyalty beyond reason’ and beyond price-focused value
How to build loyalty that gets to the heart of a shoppers and will define what Saatchi and Saatchi X call, a ‘lovemarks’ brand

› Mr Richard Nicoll, Managing Director, Saatchi & Saatchi X, United Arab Emirates

12.40

Revenue management as an integral and vital part of the customer experience

Mr Reda Bouraoui

Reda Bouraoui is the Sales Vice President for PepsiCo covering Middle East Africa, comprising all PepsiCo food and beverage businesses. PepsiCo MEA revenue is in excess of $2.5bn, about 7% of total Pepsi revenue and 15% of its profits. PepsiCo MEA...

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• Leveraging the power of segmentation to deliver sustained margin gains
• Maximizing customer and shopper opportunities through targeted pricing strategies
• How to use the extremely powerful pricing lever to your advantage
• Tuning the foundation of your business to capture more customers

› Mr Reda Bouraoui, VP Sales, PepsiCo, United Arab Emirates

13.10

Networking lunch

Advanced analytics for acquisition

14.00

Chairperson's opening remarks

Mr Paul Lacey

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› Mr Paul Lacey, International Programme Director, Aimia, United Arab Emirates

14.05

Keynote: Enhancing customer experience through multi channel transformation and smart analytics

Mr Pichappan Pethachi

Pichappan Pethachi is the CRM Sales and Solution Leader for Growth Markets and is based in Dubai. He has 24 years of experience covering areas such as Management Consulting, Information Technology Global Practice Leader, Executive Director of IT...

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Implement a multi channel strategy to serve customer anywhere any time
Using innovative techniques in exploratory analytics to seek out new trends in your customer data
Reduce total cost of contact center operation through self service channels
Use Smart Analytics to increase wallet share

› Mr Pichappan Pethachi, CRM Sales and Solutions Leader Growth Markets, IBM Global Process Services, United Arab Emirates

14.30

Case study Developing a simple model to measure impact of social media

Mr James Frost

James Frost joined Nectar in May 2010. Nectar is the UK’s largest loyalty programme, with over 18.5 million active members. The coalition programme operates across a range of market leading clients, including Sainsbury’s, BP, Homebase and British...

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Nectar social media journey
Key KPI’s to assess your social media strategy
Developing an ongoing measurement model
What’s the future for social media monitoring?

› Mr James Frost, Marketing Director, Nectar - UK, United Kingdom

Innovative CRM Technologies

15.00

eCommerce as a marketing strategy to boost your bottom line

Mr Dan Stuart

Previously he was Chief Possibility Officer at Bayt.com. Dan oversaw strategy, product development, user experience design and new initiatives, as well as, strategic and emerging business development both within and outside the scope of Bayt as a...

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Tapping into a new potential customer base with eCommerce
Strategies for converting browsers on your site to purchasers of your products
Enhancing online up sell and cross sell opportunities
New 3rd party marketing strategies to boost sales online

› Mr Dan Stuart, Managing Director Middle East, LivingSocial, United Arab Emirates

15.30

Keynote: Exploring the opportunities with multi-platform enabling technology

Mr Arto Joensuu

Arto Joensuu is a digital change agent at Dubizzle.com. Together with his team of experts, he is redefining marketing inside the company. Throughout his career, Arto has held several leadership roles in the area of digital, with work ranging from...

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• What are the latest developments in POS technology?
• Methods for integrating social and customer data
• Which programmes can bring together digital, social and customer analytics to a simple interface?

› Mr Arto Joensuu, Marketing Director, Dubizzle, United Arab Emirates

16.00

Afternoon refreshments

16.15

Keynote: Building a positive moment of truth through the citizen journey

Ms Lobna Salah

A veteran CRM professional with extensive experience in managing and operating Contact Centers and Customer Service platforms, Lobna Salah joined Abu Dhabi Municipality in Jan 2010 as a Customer Service Expert. In her role working with the senior...

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• Developing an end to end service concept by establishing a one stop shop strategy
• Enhancing customer experience through a single point of contact strategy
• Utilizing the service channels through segmentation

› Ms Lobna Salah, Customer Service Expert, Abu Dhabi Municipality, United Arab Emirates

16.45

Panel discussion: Social and mobile strategies to improve customer and citizens experience

Mr Samer Khodeir

Samer joined Empower in April 2005 as Director of Sales & Marketing and in 2010 has filled the position of Chief Sales & Marketing Officer. He is responsible for the organization's Sales, Marketing and Customer Service functions and driving force to ...

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Mr Ibrahim Elbadawi

Ibrahim Elbadawi is a member of the team leading the electronic transformation at the federal level in the UAE. One of his recent achievements was positioning social media at the heart of eGovernment strategy to enrich the interaction with the...

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Ms Lobna Salah

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Mr Ahmed Abdel Samie Sayed at The Customer Show MENA

Ms Flora Fang Peng at The Customer Show MENA

Mr Neelesh Sali

Neelesh is responsible for International Business of EmPower Research. He works closely with global brands and helps them with research solutions that generate actionable insights. Neelesh has over 17 years of experience encompassing diverse...

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Ms Tiina-Maija Bergman

Tiina-‐Maija Bergman is an internaonal Hotelier who presently runs Table4ME FZ LLC, a Dubai based company providing web based restaurant table management, reservations and marketing solution to Middle East based restaurants, that allows diners make ...

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• Implementing sustainable strategies for CRM with social media
• How to convert the community into customers
• Overcoming the biggest challenges with the new age of digital marketing
• Profitable case studies in building customer communities in today’s economy