05 - 07 November, 2018
The Nile Ritz-Carlton, Cairo, Egypt

Conference Day Three: Future Of Banking & Customer Experience Day: Wednesday, 7 November 2018

Retaining and generating new business through improved customer loyalty

9:45 am - 10:15 am INTERNATIOANL TRAILBLAZER: Analytics, AI, big data and banking: A smarter way to improve customer experience

Jim McCormick - Head of Commercial Excellence, Analytics and Consumer Insights Ulster Bank, UK
  • Why are analytics the weapon of choice in a bank’s fight for survival
  • Increasing customer experience through AI and big data technology adoption to provide a personalised experience
  • What are the key considerations for AI and big data integration
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Jim McCormick

Head of Commercial Excellence, Analytics and Consumer Insights
Ulster Bank, UK

  • A key differentiator: The rise of user-centric designs in banks
  • Ensuring your CX initiative aligns with your company goals
  • Driving business revenue through the development and implementation of optimised and cost-effective retention & loyalty programmes
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Mohammed Sayed

Senior Customer Loyalty Manager, Senior Manager - Customer Loyalty & Campaign Management
Abu Dhabi Islamic Bank, Egypt

Driving a seamless omnichannel customer experience to increase ROI

10:45 am - 11:15 am The digital consumer: Enhancing CX through accessible digital touch points

Khaled Nabhan - Head of Customer Experience, Quality Service Excellence Bank Audi, Egypt
  • How are banks rethinking customer engagement in a digital world
  • Harnessing new digital touch points to drive financial inclusion and win over the next-gen of customers
  • Create a banking experience that keeps customers coming back with consistent experiences at every touch point
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Khaled Nabhan

Head of Customer Experience, Quality Service Excellence
Bank Audi, Egypt

11:15 am - 11:45 am Speed networking and coffee break

11:45 am - 12:15 pm Being everywhere for everyone: The seamless omnichannel experience

Michel A. Mikhail - Head of International Alternative Channels National Bank of Kuwait, Egypt
  • Why omnichannel is the key driver to retaining and attracting new customers
  • The essential elements to delivering a consistent seamless omnichannel experience
  • How to overcome the big hurdles of omnichannel implementation
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Michel A. Mikhail

Head of International Alternative Channels
National Bank of Kuwait, Egypt

Smart customer service: How disruptive technologies are reshaping customer experience in banking

12:15 pm - 12:45 pm Innovate like a FinTech to drive customer experience

Hussien Abdel Mohsen - Deputy General Manager Egyptian Arab Land Bank
  • How FinTechs can be used to improve the relationship between banks and their customers
  • Customers in the spotlight: Harnessing innovation to improve customer experience
  • Strategic steps to unleash the potential of FinTech in banking
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Hussien Abdel Mohsen

Deputy General Manager
Egyptian Arab Land Bank

12:45 pm - 1:15 pm The reality behind the hype: Can blockchain adoption add strategic value to your bank

Abeer Khedr - Head of Information Security National Bank of Egypt
  • Blockchain is the buzzword of the year but can it outlive the hype?
  • How is blockchain disrupting the banking sector to improve products and services?
  • What are the critical success factors in blockchain adoption
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Abeer Khedr

Head of Information Security
National Bank of Egypt

1:15 pm - 2:15 pm Lunch and networking

2:15 pm - 2:45 pm Driving CX journey using lean approach - grounding digital transformation

Nahla Salem - Head of Service Quality Improvement Banque Audi, Egypt
  • The principle of lean banking: Applying lean principles in banking to improve customer experience
  • Lean versus customer experience management
  • Hard talk: Is the approach right for your bank?
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Nahla Salem

Head of Service Quality Improvement
Banque Audi, Egypt

2:45 pm - 3:15 pm Banking innovation: Are chatbots the answer to improving customer experience?

  • Transforming the customer experience by streamlining interactions between people and services
  • Recognising how a personalised round the clock instant chat feature will give your bank a competitive edge
  • How chatbots play a role in increasing the number of customers and leading visitors to open new account
  • How will technology and innovation shape the future of the bank
  • How will the expectations of millennial and gen Z transform banks
  • What can banks learn from key innovators like Uber, Amazon and Apple

Panellists:
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Yasmine Elbaz

Head of Service Excellence
The United Bank of Egypt

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Nahla Salem

Head of Service Quality Improvement
Banque Audi, Egypt

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Jim McCormick

Head of Commercial Excellence, Analytics and Consumer Insights
Ulster Bank, UK

Julian Wilson

Group Innovation
Barclays

3:45 pm - 4:30 pm FINTECH PITCH PLATFORM FinTech companies will have 7 minutes to pitch their products in front of a live audience. Following the pitches the start-ups will take part in an interactive Q&A session

  • AI and machine learning
  • Blockchain
  • Customer analytics and insights
  • Chatbots

4:30 pm - 4:30 pm Close of conference

The published programme is correct at time of printing. However, given the seniority of our speakers and the nature of their roles, speakers may subsequently substitute or remove themselves from the programme. This is always regrettable, and we will always try to replace the speaker with a speaker with equivalent insight.