CHATBOTS &DIGITAL

CUSTOMER EXPERIENCE SENATE

Leveraging the power of AI into your CX strategy for a seamless customer journey

21st -22nd June 2021 | VIRTUAL CONFERENCE

CHATBOTS & DIGITAL CUSTOMER
EXPERIENCE SENATE
Leveraging the power of AI into your CX strategy for a seamless customer journey
21 st -22 nd June 2021 | Virtual Conference

“The way to a customer’s heart is much more than a loyalty program. Making customer evangelists
is about creating experiences worth talking about.”
-Valeria Maltoni, Conversation Agent, “Customer Loyalty Comes from Conversation”

WHO SHOULD ATTEND?

EVENT OVERVIEW WHO SHOULD ATTEND?
This event targets, but not limited to:
In today’s era of customer centricity, the strategy to move the needle on digital CX is • CEOs, CIOs, & COOs
accelerating at a groundbreaking rate. In a customer’s everyday life they use digital • Chief Customer Officers
platforms that provide great experiences, whether it is Siri in iPhones, • Chief Digital Officers
recommendation engines on Amazon, facial recognition on apps like Facebook or • Chief Marketing Officers
• Chief Technology Officers
chatbot for personalized retail experience by H&M. This “consumerization” of strategic
• VPs/ Directors/ Heads of:
advances has heightened the level of customer expectations. • Customer Experience
A recent Walker study found that by the year 2020, customer experience will overtake • Customer Success
• Customer Engagement
price and product as the key brand differentiator. The Temkin Group found that
• Digital Customer Support
companies that earn $1 billion annually can expect to earn, on average, an additional • Digital Customer Service
$700 million within 3 years of investing in digital customer experience initiatives. • Contact Center
With that, it is imperative for businesses to leverage the use of AI in chatbots and • Digital Platform Experience
• UX Design
other digital platforms to create novel, hyper-personalized and engaging
• Marketing Communications
experiences to stay ahead of the competition. • Digital Content Marketing
Chatbots & Digital CX Senate by Trueventus is aimed to create the perfect • Digital Transformation
• Digital Marketing
platform for professionals responsible for holistic digital customer experience design
• Social Media
and delivery to discover the latest uses and applications of AI-powered solutions in • Channel Management
chatbots and digital customer service to scale your business growth, drive • Brand Strategy & Marketing
profitability and build unique competitive advantages. • Product Innovation
• Chatbot Product Owners
• SEO Specialists
WHY YOU CANNOT MISS THIS EVENT
From the following industries:
• Hyperpersonalizing and transforming CX journey with AI, Customer Analytics and
• Banking and Finance
Chatbots
• Insurance
• Developing strategic AI-infused CX roadmaps to increase customer personalization, • Telecommunications
loyalty and engagement • E-commerce
• Restaurants and F&B Services
• Leveraging social sentiment analytics for social media marketing campaigns to improve
• Courier and Delivery Services
CX delivery
• Travel and Hospitality
• Exploring the latest in CX innovations from Voice Apps and VoiceBots, AR and VR ads to AI • Media and Entertainment
image recognition and successful integration of these technologies • Healthcare & Pharmaceuticals
• Tapping into exclusive insights, market-leading case studies and solutions in creating • Information and Technology
effective and customer-centric strategies • Business Support Services

For further details, contact

John Karras
T: +603 2775 0067 | E: johnk@trueventus.com PG. 1
CHATBOTS & DIGITAL CUSTOMER
EXPERIENCE SENATE
Leveraging the power of AI into your CX strategy for a seamless customer journey
21 st -22 nd June 2021 | Virtual Conference

FEATURING PRESENTATION AND CASE STUDIES BY DISTINGUISHED SPEAKERS

Hazem El Zayat Balaji Vaidyanathan
Chief Digital Officer, MENA Director and Head of Marketing - Central & Eastern
Ogilvy, UAE Europe, Middle East and Africa (CEEMEA)
Franklin Templeton, UAE

Jameel Khan Vinod Nagar

Head of Digital & Innovation - Marketing and Acquisition Head at payit wallet
Corporate & Investment Banking Group First Abu Dhabi Bank (FAB), UAE
Mashreq Bank, UAE

Ali Alkhazali Rami Zahran

Corporate Customer Experience Chief Marketing and Communications Officer -
Manager MEAHCO
Abu Dhabi Ports Saudi German Hospitals, UAE

Patrick Glaser Prince Thomas

Digital Strategy and Innovation Section Manager - Director - Digital and Innovation
E-commerce and CX Ooredoo, UAE
Infiniti Motor Company

Ankesh Agarwal KADER ES-SLAMI

Director, CX Advisory and VoC Platforms Head of Digital Education & Smart Government
Kantar, UAE Etisalat, UAE

Sachin Kumar Badrinath Afroz Walile

Head of Customer Experience Strategy and Digital Transformation Manager
Namshi.com, Dubai Abu Dhabi Islamic Bank, Dubai

Padmanabhan Nurani Adrian Castillero,

Director- Enterprise Solutions & Cloud Associate Director, Digital Transformation
KPMG, Dubai (Data &Digital Platform)
Boston Consulting Group, UAE

For further details, contact

John Karras
T: +603 2775 0067 | E: johnk@trueventus.com PG. 2
CHATBOTS & DIGITAL CUSTOMER
EXPERIENCE SENATE
Leveraging the power of AI into your CX strategy for a seamless customer journey
21 st -22 nd June 2021 | Virtual Conference
Day One: Monday 21 st June 2021
0800 Registration
0845 Opening keynote address
0900 Session One
Revolutionising Customer Experience with AI-Powered
Chatbots
• Understanding the relevance of AI-chatbots to deliver and
convey information to the customers promptly
• Comprehending the values of human powered live chat for
better understanding in solving any customers’ issues
• Comparing the importance of both AI-chatbots and human
powered live chat to consider on the best customer service
platform
(Speaker to be advised)
0945 Session Two
Redefining Customer Experience through Customer Journey
Analytics & Sentiment Analysis
• Leverage analytics to predict customers who have needs and
requirements to cross sell
• Using Net Promoter Score (NPS) attribution modelling
approach to enhance customer sentiment efforts for better
customer engagement
• Winning customers experience by applying different
marketing approach thought sentiment analysis insight
Hazem El Zayat, Chief Digital Officer MENA
Ogilvy, UAE
1030 Morning break
1100 Session Three
Maximising the ROI of customer satisfaction through digital
platforms to measure customer retention
• Delivering the information on ROI for digital capabilities built
for enhanced customer experience
• Developing a customer-based model for customer
engagement centre’s to get insightful ideas on execution plan
for customers
• Identifying specific attributes which can be objectively rated
by the customers to maximise ROI
Prince Thomas, Director – Digital and Innovation
Ooredoo, UAE
1145 Session Four
Integrating IoT and VR/AR to redefine customer experience in
diverse sectors
• Delving into greater opportunities which could be brought
by VR and AR to refine customer experience across all industries
• Optimising the usage of IoT for customer servicing to
maximise a 360-degree customers’ monitoring and enhance
greater networking
• Restructuring customer experience using VR and AR to give
an all-encompassing modus operandi for customers
(Speaker to be advised)
1230 Networking luncheon
1400 Session Five
Digital Innovation: Gamifying chatbots for immersive
customer experience
• Highlighting brand’s character through chatbot’s design
• Defining your business goals to drive conversation forward
and bringing the user closer to the goals
• Leveraging content gamification to raise user curiosity and
interaction
Jameel Khan, Head of Digital & Innovation - Corporate &
Investment Banking Group
Mashreq Bank, UAE
For further details, contact
John Karras
T: +603 2775 0067 | E: johnk@trueventus.com
1445 Session Six
Creating competitive advantage through integrated
omnichannel customer experience platform
• Understanding competitive advantage created for companies
as a major player in the industry through the maximisation o
customer servicing
• Modifying the relevance of omnichannel CX platform to inflate
customer servicing
• Aligning the capability of omnichannel customer service
platform to have greater accessibility with the customers
Ankesh Agarwal, Director, CX Advisory and VoC Platforms
Kantar, Dubai
1530 Afternoon break
1600 Session Seven
Integrating real-time sentiment analysis to understand
customer intent, content and context through chatbots
• Sketching dialogue scenarios to understand context and
intention and respond to it better
• Translating customer sentiments into responses
• Profiling audience to recognise different customer reactions and
respond better
Kader Es-Slami, Head of Digital Education & Smart Government
Etisalat, Dubai
1630 Session Eight
Win over the Millenials: Tapping into social sentiment in social
media marketing campaigns
• Leveraging brand marketing on social media to capture
sentiment insights of consumers
• Increasing revenue from the sentiment-based pricing and
creating opportunities to innovative marketing campaign with
innovative technology
• Using sentiment analysis to improve customer experience
delivery
Balaji Vaidyanathan, Marketing Director (CEEMEA)
Franklin Templeton, Dubai
1700 Session Nine
Web Self Service: Advancing the FAQ section to empower CX
and a time-saving workflow
• Moving towards the digitisation of customer service by
improving company’s website on FAQ section
• Guiding customers for a web self-service through FAQ before
throwing in questions to the customer support
• Obtaining larger effects on customer retention by
empowering FAQ sections at once revamping UX
Sachin Kumar Badrinath, Head of Customer Experience
Namshi.com, Dubai
1730 End of day one
PG. 3
 CHATBOTS & DIGITAL CUSTOMER
EXPERIENCE SENATE
Leveraging the power of AI into your CX strategy for a seamless customer journey
th th

21 st -22 nd June 2021 | Virtual Conference

Day Two: Tuesday 22 nd June 2021

0800 Registration
0845 Opening keynote address
0900 Session One
Cloud-based Customer Engagement Centers: Enhancing a
holistic integration and 360-degree customer support
• Enabling call centre to have a remote working access towards
customer support
• Allowing a holistic approach to the customers through c
loud-based platform according to a specific customers’
preferences
• Refocusing contact centers as a platform to solve customers’
issue at any time and any where
Padmanabhan Nurani, Director- Enterprise Solutions & Cloud
KPMG, Dubai
0945 Session Two
Upgrading the usage of machine learning to obtain insightful
factors on buying and selling failures
• Utilising machine learning system to have 360-degre
insightful ideas on buying and selling transactions
• Optimising the usage of machine learning into the system of
customer servicing to pinpointing the failures in selling and
buying
• Screening the importance of highlighting the failures to be
improved for the company using machine learning system
Adrian Castillero, Associate Director, Digital Transformation
(Data &Digital Platform)
Boston Consulting Group, UAE
1030 Morning break
1100 Session Three
Eliminating multiple calls transferring by adopting
conversational intelligence
• Organising conversational intelligence to eliminate multiple
calls transferring in valuing customers’ time
• Administering on multiple calls transferring elimination to
cut financial allocation on multiple gatekeepers
• Rebuilding better organisational structure for gatekeepers
and conversational intelligence to address customers’ issues
Afroz Walile, Strategy and Digital Transformation Manager
Abu Dhabi Islamic Bank, Dubai
1145 Session Four
Customer Data Platform: Unifying customer database to
improve in constructing customer persona
• Developing customer’s persona to have a comprehensive
solution for the target market and target industry
• Initiating a customer data platform to consolidate customers’
data in constructing an accurate customer persona
• Introducing the relevance of having customer persona to cut
down any misdirection of target industry
Vinod Nagar, Marketing and Acquisition Head
Payit Wallet, First Abu Dhabi Bank, UAE
1230 Networking luncheon
1445 Session Six
Developing chatbots’ personality for greater enterprise
marketing and branding
• Sustaining companies’ branding by developing chatbot’s
personality for better customer’s engagement
• Furthering marketing for the company by establishing chatbot’s
personality
• Humanising chatbots to create greater network across other
business units and customers
Rami Zahran, Chief Marketing & Communication Officer -
MEAHCO
Saudi German Hospitals, Dubai
1530 Afternoon break
1600 Session Seven
Creating a seamless online to offline customer experience
• Moving towards the digitisation of customer service by
improving company’s website on FAQ section
• Guiding customers for a web self-service through FAQ before
throwing in questions to the customer support
• Obtaining larger effects on customer retention by empowering
FAQ sections at once revamping UX
Patrick Glaser, Digital Strategy and Innovation Section
Manager
INFINITI Motor Company, UAE
1630 Session Eight
Chatbots bridging the gap between brands and consumers as a
new marketing platform
• Expanding the usage of chatbots as a platform to grow
connection with the consumers and brands
• Reducing budget allocation for marketing purposes by
optimising the capability of chatbots
• Gaining greater revenue by having larger marketing platfom
with cost-effective method
(Speaker to be advisaed)
1700 Session Nine
Remodelling customer experience for e-commerce through
public responsive social media interaction
• Securing more customers by optimising the effectiveness of
social media interaction
• Gaining an improved insight on customers’ preferences
through public responsive social media interaction
• Targeting more customers via clients networking on social
media
(Speaker to be advised)
1730 End of conference

1400 Session Five

Subscription Commerce Platform: Bringing greater impacts on
billing management system
• Carrying larger effects for any payment transactions through
an established subscription commerce platform
• Shaping a smoother transactional system from the client to
the company
• Scraping off overhead costs for human-powered customer
e-commerce platform by having an ‘add-to-cart’ system
Ali Alkhazali, Corporate Customer Experience Manager
Abu Dhabi Ports, UAE

For further details, contact

John Karras
T: +603 2775 0067 | E: johnk@trueventus.com PG. 4
CHATBOTS & DIGITAL CUSTOMER
EXPERIENCE SENATE
Leveraging the power of AI into your CX strategy for a seamless customer journey
th th

21 st -22 nd June 2021 | Virtual Conference

REGISTER NOW
John Karras
T: +603 2775 0067
E: johnk@trueventus.com
COMPANY DETAILS Take a Snapshot or Scan and Email us
Name Industry

Address
SPONSORSHIP AND EXHIBITION OPPORTUNITIES
Limited packages are available.
Postcode Country For further details, contact:
John Karras
Tel Fax T: +603 2775-0067 E: johnk@trueventus.com

TERMS & CONDITIONS

ATTENDEE DETAILS 1. The course fee is inclusive of the event proceedings,
materials, refreshment and lunch.
1 Name Job Title
2. Upon receipt of the complete registration form, invoice will
be issued. Trueventus request that all payments be made
Tel Email within 5 working days of the invoice being issued. Full
payment must be received prior to the event. Only delegates
that have made full payment will be admitted to event.
2 Name Job Title Clients are responsible for their own banking fees and
banking fees will not be absorbed into the booking price.

Tel Email 3. Substitution & cancellations policy. Should the registered

delegate is unable to attend, a substitute delegate is
welcome at no extra charge. Written notifications of all
substitutions is required 5 working days prior to the event.
3 Name Job Title Trueventus contracts carry 100% full liability upon receipt of
registration. Non payment does not constitute cancellation.
A 100% of cancellation fee will be charged under the terms
Tel Email outlined below: Due to limited event seats, Trueventus
agrees to book and confirm the seat for the client upon
issuance of invoice. Upon signing of this contract, client
4 Name Job Title agrees that in case of dispute or cancellation of this contract
Trueventus will not be for total contract value. If a client does
not attend the event without written notification at least 5
Tel Email working days prior to the event date, he/she will deemed as
no show. A no show at the event still constitutes that the
client will have to pay the invoice amount that was issued to
5 Name Job Title
them. Trueventus does not provide refunds for cancellations.
By signing this contract the client also agrees that if they
cancel that Trueventus reserves the right to pursue monies
owned via the use of local debt collection agency were the
Tel Email client is situated. Furthermore the client will be held liable
for any costs incurred in collection of outstanding monies.
When any cancellations are notified in writing to Trueventus
5 working days prior to the event, a credit voucher will be
issued for use in future Trueventus events.

4. Trueventus will at all times seek to ensure that all efforts are
made to adhere to meet the advertised package, however
APPROVAL we reserve the right to postpone, cancel or move a venue
without penalty or refunds. Trueventus is not liable for any
losses or damages as a result of substitution, alteration,
NB: Signatory must be authorised on behalf of contracting organisation. postponement or cancellation of speakers and / or topics
and / or venue and / or the event dates. If force majuere
were to occur Trueventus accepts no responsibility or liability
Name Job Title for any loss or damage caused by events beyond their control,
including, but not restricted to strikes, war, civil unrest, flight
delays, fire flood, or any adverse weather conditions. Trueventus
Email is not liable in the event that a participant is exposed or is infected
by Covid 19. Trueventus under no circumstances is liable for
any other costs that might have been incurred in the
attendance of the event, including but not limited to flights,
Tel Fax accommodation, transfers, meals etc. Trueventus reserves
the right to replace / change speakers in the best interest
ofthe conference.
Authorising Signature
5. Upon receiving this signed booking form, you the client
herby consent to Trueventus to keep your details for the use
of future marketing activities carried out by Trueventus and
third party organisations & partners.

6. Copyright and Intellectual Property. Any redistribution or

reproduction of part or all of the contents in any form in
COURSE FEES connection to this event is prohibited without prior written
consent by Trueventus.

7. Client hereby agrees that he/she exclusively authorizes

Trueventus charged the credit card with details listed above
for the amount provided herein; this registration form serves
Corporate as a contract that is valid, binding and enforceable. He/she
at any time will have no basis to claim that the payments
required under this Contract are unauthorized, improper,
disputed or in any way. Upon issuance of invoice Trueventus
will be charging the client USD 30 processing fee.

8. All Trueventus events are held in a classroom or theater

Virtual Delegate USD 995 format.

9. All Trueventus events are held at either 5 or 4 Star Hotels.

M DB-IT87

PAYMENT METHODS
Payment is due in 5 working days. By Signing and returning this form, you are accepting our terms and conditions.

By Cheque

Bank Transfer
HRDF claimable under SBL scheme
Credit Card HRDF Approved Training Provider Reg No: 889325K
(Applicable for Malaysia only)

For further details, contact

John Karras
T: +603 2775 0067 | E: johnk@trueventus.com PG. 5