CX FILES
INVESTIGATING THE MYSTERIES
OF CUSTOMER SERVICE
3rd NOV 2021
2:30 PM - 4:00 PM [UAE Time]
12:30 PM - 2:00 PM [SA Time]
CX FILES
INVESTIGATING THE MYSTERIES
OF CUSTOMER SERVICE
3rd NOV 2021
2:30 PM - 4:00 PM [UAE Time]
12:30 PM - 2:00 PM [SA Time]
Customers are human and therefore complex in their motives, behaviour and what they chose to accept or reject.
And in this ever evolving digital landscape and increasingly intense competition, it’s easy to feel overwhelmed.
Join this free online masterclass, discover how you can become a leading customer detective as we investigate into:
– What Data reveals to us about human behaviour at scale
– How online platforms like Facebook & Tiktok are reshaping customer support
– Innovative ways of empowering agents with the right tools, technologies & metrics.
Don’t miss the chance to hear & learn from our speakers, coming from Facebook, TikTok, Careem,
Majid Al Futtaim alongside Emotional Intelligence Expert & Best-Selling Author of ‘Secret Lives of Customers’
Speakers
Learn from global leaders and experts
Victoria Yustinovich
Global Information &
Marketing Technology Leader
Tik Tok
Emin Aliev
Client Partner
Facebook
Qaalfa Dibeehi
Dean of the CX
Leadership Institute
Majid Al Futtaim
Namit Goel
Senior Director, Customer Care
Careem
Victoria Yustinovich
Global Information &
Marketing Technology Leader
Tik Tok
Emin Aliev
Client Partner
Qaalfa Dibeehi
Dean of the CX
Leadership Institute
Majid Al Futtaim
Namit Goel
Senior Director, Customer Care
Careem
Richard Chetty
CS Operations Leader-
Middle East, Turkey & Africa
Philips
Sandra Thompson
1st Goleman
Emotional Intelligence Coach in the UK
Peter Lorant
Chief Operating Officer (EMEA)
Zendesk
Nayab Rafiq
CEO & Moderator
Pinnacle Middle East
Richard Chetty
CS Operations Leader-
Middle East, Turkey & Africa
Philips
Sandra Thompson
1st Goleman Emotional Intelligence Coach in the UK
Peter Lorant
Chief Operating Officer (EMEA)
Zendesk
Nayab Rafiq
CEO & Moderator
Pinnacle Middle East
Also Featuring
David Scott Duncan
Best Selling Author of
'Secret Life of Customers'
A detective story for anyone looking to solve the mystery of who their customers really are, what they really want, why they leave, and how to bring them back.
Also Featuring
David Scott Duncan
Best Selling Author of
'Secret Life of Customers'
A detective story for anyone looking to solve the mystery
of who their customers really are, what they really want,
why they leave, and how to bring them back.
Customer Service is at the forefront
Key Topics
How to Become a Customer Detective:
The Psychology, Language & Method
behind understanding your customers.
Investigating the Mystery of Emotional Customers:
Leveraging Emotional Intelligence to
Understand How to Handle Customers.
Dissecting the Key Driver of Loyalty:
How can agents retain digital customers
& drive long-term business.
The Anatomy of Relational Intelligence:
Understanding the different types of relationships customers want to have with the brand.
New Characters of
Customer Support – Social Media:
How can organizations leverage online platforms like Facebook, Tik Tok to change
the way they support customers.
Equipping Your Detectives:
Empowering Your Employees with the right
tools and technology.
Solving The Puzzle With The Right Clues:
Leveraging Data to Solve Customer Riddles.
The Mystery of Abandoned Carts:
Bringing Back Lost Customers.
Key Topics
How to Become a
Customer Detective:
The Psychology, Language & Method behind understanding your customers.
Investigating the Mystery of Emotional Customers:
Leveraging Emotional Intelligence to Understand How to Handle Customers.
Dissecting the Key
Driver of Loyalty:
How can agents retain digital customers & drive long-term business.
The Anatomy of Relational Intelligence:
Understanding the different types of relationships.
Dissecting the Key
Driver of Loyalty:
How can agents retain digital customers & drive long-term business.
The Anatomy of Relational Intelligence:
Understanding the different types of relationships
customers want to have with the brand.
New Characters of Customer Support – Social Media:
How can organizations leverage online platforms like
Facebook, Tik Tok to change the way they support customers.
The Mystery of
Abandoned Carts:
Bringing Back Lost Customers.
Solving The Puzzle With The Right Clues:
Leveraging Data to Solve Customer Riddles.
Equipping Your Detectives:
Empowering Your Employees with the right tools and technology.
Exclusively Designed For
CX & Digital Professionals
C-Level, VPs, Directors, Heads of Customer Service, Customer Care,
Customer Operations, CX, Digital, Omnichannel, Technology, Customer Engagement
LIMITED SEATS, REGISTER NOW
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