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Day 1 - ( Tuesday, Oct 11, 2022 ) Day : 1
Time Topic
08:00 AM Registration, Breakfast and Networking
09:00 AM
Customer Care Excellence, Innovation and Knowledge Management in the Era of Artificial Intelligence   
  • Practicing and Understanding the Innovation Strategy: Execution – Leadership - Enablers
  • Practicing and Understanding the Global KPI Competitiveness Criteria and Measurement Framework
  • Driving Innovation and Results-Based Organizations with Smarter Analytics
  • Driving More Productivity and Better People Engagement Through Innovation
  • Daily Knowledge Sharing Culture of a Country and Its Organizations
  • Knowledge Management Globalization and Competitive Standardization
  • KM Evolution: Data, Information, Knowledge and Implementation
  • Handling Metadata and Structured Documents; Business Intelligence & CRM
  • Collaboration Technology and Knowledge Management Integration
  • Explicit Knowledge and Tacit Knowledge – Characteristics and Sources
Dr. Usman Zafar
International Board Advisor | Public Speaker
09:45 AM Fujairah Municipality - Modern Development and Innovation
Abdullah Al-Hantoubi
Deputy Director
Fujairah Municipality
10:30 AM
Government and Business Young Leaders and Employee Economic and Social Development

Startup Strategies
  • What exactly is a Startup – Strategies and Results
  • What’s the Difference Between a Small Business Venture and a Startup?
  • The Future of Startup in the Era of Globalization and the Fourth Industrial Revolution
The Future of Startup in GCC Region  
  • Strategies For The GCC Startup
  • How to Build a Startup Ecosystem and the Role of Governments
  • Financing for Startups – How to Deal with the Risk Factors
  • Creating an Entrepreneurial Culture
  • The Future Startup Management Skills the Young Investors and Entrepreneurs Need 
Things GCC Startup Leaders Must Do in the Next Era of Globalization
  • The Start Up Leader – Regional Examples 
  • Developing Unicorns
  • Learning and Practicing the Globalization and Transformation 
  • Learning and Practicing the New Global Economy Demographics
Hanane Benkhallouk
Founder of tawazoun and author of seeds of change
11:00 AM Coffee Break and Networking
11:30 AM Customer Care and Marketing Shift From Traditional to Digital
  • Navigating through Digital Disruption – DMCC approach
Mr.Stephen Kishore
Customer Excellence Director
DMCC
12:00 PM
New Directions of Customer Care Excellence Services
  • Customer Care Excellence Services in the Era of Artificial Intelligence   
  • Customer Care Excellence Services in the Era of Internet of Things  
Would Government and Business Customer Care Excellence Centers Replace Human With ROBOT 
  • Government Customer Care Excellence vs. Business Customer Care Excellence Services   
  • Would Customer Trust Robot?
Dr. Ahmad Tahlak
Chairman
LEVENBERT
01:00 PM Honoring the Winners of the 12th Middle East Customer Excellence Award
01:30 PM Photography and Media Meeting
01:40 PM Lunch, End of Awards Ceremony and the Conference
 

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Day 1 - ( Wednesday, Apr 05, 2017 ) Day : 1
Time Topic
08:00 AM Registration, Breakfast and Leaders Networking
09:00 AM
What are the Differences between the Two Concepts : 

  • Customer Care Excellence Services vs. Customer Happiness and Positivity
  • Changing customer behavior from Customer Care Excellence to Customer Happiness and Positivity
 
Transforming from Current Customer Care Excellence Services to Customer Happiness and Positivity  
 
  • Transforming the Organization’s Strategies to Customer Happiness and Positivity  
  • Organization’s Framework and Methodologies  & Strategies for Customer Happiness and Positivity     
  • Customer Happiness and Positivity Strategies Implementation Process   
  • Organization’s Change Management and Quality Management Strategies 
  • Customer Happiness and Positivity Excellence Competitiveness Management

Customer Happiness and Positivity Governance and Standards

  • Sustainability and Challenges
  • Market Segmentation  
  • Strategies, Methodologies and Techniques  
  • Measurement criteria and Benchmarking   
  • Marketing Strategy Framework and Mapping the Needs for Services  
  • Employees’ Empowerment and Engagement in Providing Customer Happiness and Positivity Services
Dr. Ahmad Tahlak
Chairman
LEVENBERT
10:00 AM
Innovative Cities - Innovations Strategies for New Product and Service for Customer Happiness and Positivity
 
  • Innovative Strategies and Frame Work for New Product and Services
  • New Innovative Strategies for The Next Generation of Customer Happiness and Positivity 
  • Framework and Innovation Process Implementations in Customer Happiness and Positivity
  • Building Profitability and Customer Retention Through Product and Service  
  • Optimizing Customer Life Cycle Management
  • Innovative Cities and Customer Happiness and Positivity  
  • Innovations Through Knowledge Management Strategies
Dr. Usman Zafar
International Board Advisor | Public Speaker
11:00 AM Coffee Break and Networking
11:30 AM Smart Diplomacy for innovative cities
Dr. Seppe Verheyen
Research Fellow
the Emirates Diplomatic Academy
12:15 PM
Corporate Communication and Media Department Customer Happiness and Positivity Strategies  ( Panel discussion )
 
  • Building tomorrow's organizations media and communications technological needs
  • Integrated Corporate Communication Solutions: Staying on the Front End of Rapidly Changing Trends
  • Automation and Upgrading Strategy
  • Technological innovation and new media
  • Internet and electronic communication
  • Next generation citizens message delivery tools and technology
  • Online social media impact on government and corporate communications success
Dr. Ahmad Tahlak
Chairman
LEVENBERT
Ali Al Kamali
Managing Director
Datamatixgroup
01:00 PM Customer Happiness and Positivity Excellence By Industry
01:30 PM Announcing the Winners of the: 11th Middle East Customer Happiness and Positivity Excellence Award
Dr. Ahmad Bin Hezeem Al Suwaidi
Senior Partner
BSA Ahmad Bin Hezeem Advocates & Legal Consultants
01:45 PM Photography and Media Meeting
02:00 PM Lunch, End of Awards Ceremony and the Conference
 

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Day 1 - ( Wednesday, Feb 03, 2016 ) Day : 1
Time Topic
08:00 AM Registration, Coffee and Networking
09:00 AM Keynote: Competitiveness in Customer Care Excellence and Quality Management

  • Changing customer behavior and needs
  • Innovative strategies
  • Sustainability and future challenges

Transforming the Government and Business Services to Smart Services

  • Corporates' and organizations' transformational service framework 
  • Implementing appropriate processes and strategies to manage the changes in consumer behavior

2020 Smart Government Customer Services Strategies

  • The strategies for exceptional customer experience 

Customer Care Excellence Framework For Smart City and Smart Government

  • Market segmentation to build customer profiles and deliver a differentiated customer experience
  • New innovative strategies for the next generation of smart customer services

Product and Service Analysis

  • Building profitability and customer retention through product and service analysis
  • Ensuring sustainable improvement in customer experience and shifting customer expectations 
  • Optimizing customer life cycle management

Global Customer Care Excellence, Quality Management and Competitiveness

  • Quality, strategies, methodologies and techniques for Smart Analytics
  • Customer care excellence, quality management and global competitiveness

Customer Care Excellence, Quality Management and Global Competitiveness

  • Marketing and modern communication and branding 
  • Customer care excellence simplification strategies and frame work 
  • Smart shared services in the era of Smart City 
  • Suggested smart devices for providing smart services 
  • Total people involvement – mapping citizens’ needs for the government smart services 
  • Total people involvement - role of the government in developing eCitizens and eCommunities 
  • Total people involvement - developing a marketing strategy framework for government eServices 
  • Total people Involvement - investing in the future 
  • Measurement criteria and benchmarks for the success and failure of using eServices
Dr. Usman Zafar
International Board Advisor | Public Speaker
10:30 AM Customer Care Employees’ Empowerment and Engagement
  • Framework and implementations procedures Innovation in Customer Excellence Services
  • New innovative strategies for the next generation of smart customer service
  • New customer care products, services and developmental strategies
  • Innovative cities and customer care excellence
  • Meeting customer care excellence through innovation
  • Customer care excellence governance
  • Innovations through knowledge management strategies
  • Smart customer care through corporate knowledge management strategies
Dr. Ahmad Tahlak
Chairman
LEVENBERT
11:00 AM Coffee Break & Networking
11:30 AM Panel Discussion: Government, Business and  PR , Advertising Agencies, and Media Partnership
  • Why most government, media and corporate communications advertising and campaigns fail
  • Should a ‘New Business Model’ be the next direction of PR and advertising agencies
  • New Innovations to restore consumer confidence
  • The threat of internet on GCC media revenue generation
Dr. Ahmad Tahlak
Chairman
LEVENBERT
Dr. Usman Zafar
International Board Advisor | Public Speaker
Mr.Hussein Wehbe
the General Manager for the UAE at Aramex
Aramex
12:30 PM Transformation From Conventional to Smart Corporate Communication and Media Department

Developing an Smart Corporate Communication and Media Department Strategies  

  • Building tomorrow's organizations media and communications technological needs
  • Integrated Corporate Communication Solutions: Staying on the Front End of Rapidly Changing Trends
  • Smart department Automation and Upgrading Strategy
  • Technological innovation and new media
  • Internet and electronic communication
  • Next generation citizens message delivery tools and technology
  • Online social media impact on government and corporate communications success
  • Strategic Communications: How to cut cost via Effective Communication
Mr.Stephen Kishore
Customer Excellence Director
DMCC
01:00 PM Best Practices: GovMediasoft - Smart Corporate Communication and Media Department Software
01:30 PM Announcing the Winners of the 10th Middle East Smart Government and City Customer Care Excellence Awards
01:45 PM Group Photo Sessions and Media Interviews
02:00 PM End of the Awards Ceremony and the Conference
 
 
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