Event Schedule

Time

Events

  • 08:00-08:45

REGISTRATION AND WELCOME COFFEE

  • 08:45-08:55

OPENING NOTE BY THE CHAIRPERSON

  • 08:55-09:10

WELCOME REMARK BY DIAMOND, PLATINUM & TITANIUM SPONSOR

  • Sanjay Gupta, Sales Vice President - South Asia, Nice
  • Usman Wattoo, Senior Account Executive MENA, Cognigy
  • Raghav Kumaria, VP - Head of Digital Transformation, IGT Solutions
  • 09:10-09:30

RESPONSIBLE AI: AN ISO APPROACH TO MANAGING RISK AND TRUSTWORTHINESS IN IMPLEMENTING AI PROJECTS

  • ➡

    ISO approach standardizes managing risk and ensuring trust in AI projects

  • ➡

    Responsible AI requires ethical alignment, transparency, and accountability

  • ➡

    Continuous monitoring and improvement are essential for maintaining trustworthy AI
  • Dr. Sid Ahmed Benraouane, Advisor, Dubai Government
  • 09:30-09:50

EXECUTING FLUENT INTERACTIONS EFFORTLESSLY FOR AN EXCEPTIONAL CUSTOMER EXPERIENCE

  • ➡

    Conversational AI at Enterprise scale

  • ➡

    Democratize Conversational AI to execute with speed and accuracy

  • ➡

    Orchestrate and leverage applications for fluid interaction management
  • Amitej Vaid, Sales Director - Middle East, Nice
  • Henrik Eriksson, Technical Director - EMEA, Amelia
  • 09:50-10:20

FIRESIDE CHAT: REVOLUTIONIZING METAVERSE WITH CONVERSATIONAL AI & BLOCKCHAIN

  • ➡

    Conversational AI is a necessity for the third world communications

  • ➡

    How blockchain development applications are recreating the metaverse

  • ➡

    What is WEB 3.0? What to expect from Web3.0
  • Jorge Sebastiao, Advisor, Government Blockchain Association - Moderator
  • Lubna Salah Zaitouni, Member of Metaverse Committee, Ministry of Economy
  • Ellis Wang, Board of the Executive & Advisory Team, The Private Office of Sheikh Saeed Bin Ahmed Al Maktoum
  • 10:20-10:40

ENTERPRISE CONVERSATIONAL AI STRATEGY & ROLE OF GENERATIVE AI (OPENAI/CHATGPT)

  • ➡

    Leveraging Enterprise Conversational AI for Large Organizations

  • ➡

    Crafting an Enterprise-wide Digital Transformation Strategy (using contact reduction, deflection, automation, and assistance strategies)

  • ➡

    How can organizations leverage Conversational AI + ChatGPT (Generative AI) for an enhanced customer experience.
  • Ahmed Abdelbaky, CX & Technology Consulting Lead EMEA, IST Networks
  • Usman Wattoo, Senior Account Executive MENA, Cognigy
  • 10:40-11:00

CONVERSATIONAL AI MEETS GENERATIVE AI: A NEW ERA OF HUMAN-LIKE INTERACTION

  • ➡

    The evolution of messaging to the present day

  • ➡

    How will generative AI enhance customers' engagement?

  • ➡

    The immediate opportunities this new technology presents
  • Adam Rathbone, Senior Sales Consultant - EMEA, Digital Transformation, LivePerson
  • 11:00-11:40

PANEL DISCUSSION: CONVERSATIONAL AI OF TODAY - CREATING A SEAMLESS BANKING EXPERIENCE FOR A BETTER TOMORROW

  • ➡

    What is the future of Conversational banking

  • ➡

    How does Conversational AI provide a hyper-personalized experience

  • ➡

    AI-powered chatbots providing a real-time customer analytics
  • Danny Abla, Founder – CEO, Bankiom – Moderator
  • Srinivasan Sampath, Acting Chief Technology Officer, First Abu Dhabi Bank
  • Ashish Kulkarni, Digital Product Owner, Emirates NBD
  • Manish Rai, Vice President - Business and Delivery, NovelVox
  • 11:40-12:05

NETWORKING & COFFEE BREAK

  • 12:05-12:25

DELIGHTING CUSTOMERS WITH SMARTER CONVERSATIONS

  • ➡

    How can companies drive smarter conversations by engaging with customers on channels they prefer?

  • ➡

    Automating intelligent support with chatbots to drive smarter conversations

  • ➡

    Running personalized customer journeys & growing business without increasing costs
  • Karthik Chandra Akula ,Regional Head - Middle East, Freshworks
  • 12:25-13:05

PANEL DISCUSSION: THE NEXT GEN AI - TRENDS TRANFORMATION AND OPPORTUNITIES

  • ➡

    What is the conversational AI market today and what are the current trends?

  • ➡

    Leveraging AI powered personal assistants for a better employee experience.

  • ➡

    Business process innovation with Conversational AI.
  • Achilles Manolopoulos, Customer Experience and Digital Transformation, Leading Fintech in the Middle East - Moderator
  • Hany Sayed, Group CIO,D&B Properties
  • Aruna Raj, Group Head – Data Analytics & AI, Emaar
  • Yusra Baqi, Senior Vice President – Marketing, Aafaq Islamic Finance
  • Shameed Sait, Head of Artificial Intelligence, Gems Education
  • 13:05-13:25

CREATING IMMERSIVE CONVERSATIONS WITH AUGMENTED REALITY, VOICE & VIRTUAL REALITY

  • ➡

    Does the future belong to the amalgamation of virtual assistants with IoT?

  • ➡

    Augmented Reality provides a personalized experience to customers.

  • ➡

    Voice AI has become an integral part of conversations & contact centers.
  • Jorge Sebastiao, Advisor, Government Blockchain Association
  • 13:25-14:05

PANEL DISCUSSION: CONVERSATIONAL COMMERCE – REINVENTING INTERACTIONS IN RETAIL & E-COMMERCE

  • ➡

    Virtual shopping assistants are made easy & automated to enhance the experience

  • ➡

    How Conversational AI bridges the gap for retail customers

  • ➡

    End-to-end buying & selling experience automated with AI on E-commerce platforms
  • Verve Management (Moderator)
  • Akhil Desai, Head – CX & Customer Service, Udrive
  • Kashif Rasheed, Head of PMO & Digital Transformation, Union Co’op
  • Pratham Sharma, SBA - IT, Business Partnering & Strategy, Alshaya Group
  • Usman Wattoo, Senior Account Executive MENA, Cognigy
  • Lenish Kannan, Chief Information Officer, Western International
  • Namita Sharma, Director - Customer Experience & Operations, Mumzworld.com
  • 14:05-14:10

CLOSING REMARKS BY THE MC & END OF DAY ONE

  • 14:10-15:10

NETWORKING LUNCHEON

Time

Events

  • 08:00 - 09:00

REGISTRATION & WELCOME COFFEE

  • 09:00 - 09:10

OPENING NOTE BY THE MC

  • 09:10-09:30

AI & PREDICTIVE DATA ANALYTICS – ONE STEP AHEAD OF THE CUSTOMER

  • ➡

    Achieving data insights that reduce costs with Business Intelligence & APIs

  • ➡

    Understanding customers’ intent & behavior with AI and interacting efficiently

  • ➡

    Why is the future of BI conversational intelligence
  • Ahmed Khbeer, Managing Partner & Group CEO, Tafaseel
  • 09:30-09:50

AI-DRIVEN CUSTOMER ENGAGEMENT: ANTICIPATORY INSIGHTS, AR, VOICE & VR FOR IMMERSIVE EXPERIENCES

  • ➡

    AI-driven insights predict customer needs and personalize experiences

  • ➡

    AR, voice, and VR create immersive experiences that engage customers

  • ➡

    AI and immersive technologies create next-gen experiences and drive customer loyalty
  • Ellis Wang, Board of the Executive & Advisory Team, The Private Office of Sheikh Saeed Bin Ahmed Al Maktoum
  • 09:50- 10:20

FIRESIDE CHAT: TELCO TOMORROW – EFFECTIVE COMMUNICATIONS WITH INNOVATIVE CONVERSATIONAL AI

  • ➡

    Creating engaging experiences with omnichannel for a seamless service

  • ➡

    Smooth customer onboarding & quick customer query resolution with AI-powered chatbots

  • ➡

    Transforming the customer experience with voice & digital innovations
  • Verve Management (Moderator)
  • Jassim Al Awadhi, Telecom expert and AI researcher, Leading Telecom Company
  • Rob Beswick, Managing Director, Virgin Mobile
  • 10:20 - 10:40

UNINTERRUPTED CONVERSATIONS WITH API’s & CRM INTEGRATIONS

  • ➡

    Utilizing conversational AI technology to enhance customer engagement by providing quick and efficient responses to their queries, complaints, and feedback

  • ➡

    Leveraging data integration tools to collect and analyze customer data to offer personalized services, recommendations, and promotions to enhance customer loyalty

  • ➡

    Adopting AI-powered CRM platforms to automate routine tasks, improve data accuracy, and optimize resource allocation
  • Achilles Manolopoulos, Customer Experience and Digital Transformation, Leading Fintech in the Middle East
  • 10:40 - 11:20

PANEL DISCUSSION: HOW CONVERSATIONAL AI IS TRANSFORMING THE HEALTHCARE INDUSTRY

  • ➡

    How can conversational AI support patients & what are the benefits

  • ➡

    Challenges facing the use of AI in patient support what is the future outlook

  • ➡

    How can MedTech & Conversational AI work together to enhance the healthcare experience
  • Kowshik Bhattacharjee, Head of service excellence, Medcare Hospitals - Moderator
  • Pradeep Kumar, Head – Service Excellence & Customer Experience, Aster DM Healthcare
  • Dr. Heba M. Mamdouh Mohammed, Research Specialist, Dubai Health Authority
  • Nader Abu Yaghi, SVP Business Development, TruDoc Healthcare
  • 11:20 - 11:50

NETWORKING COFEE BREAK

  • 11:50 - 12:30

PANEL DISCUSSION: THE FUTURE OF CUSTOMER EXPERIENCE WITH CONVERSATIONAL AI & CHATBOTS

  • ➡

    AI-powered virtual assistant & the future of work

  • ➡

    Redefining OLD vs NEW models of conversational AI

  • ➡

    Sentiment Analysis – Providing a human-like personalized customer service
  • Kartik Bhatt, Group Head: E Commerce & Omnichannel Integration (F21, AHQ, COG, Chillout), Sharaf Retail - Moderator
  • Wa'el AbuRizq, AI & Advanced analytics advisor, ADDA
  • Ahmed Khbeer, Managing Partner & Group CEO, Tafaseel
  • Henrik Eriksson, Technical Director - EMEA, Amelia
  • Amit Varma, Group Chief Platform Officer, Emirates NBD
  • 12:30-12:50

BUILDING A NEW TRAVEL CULTURE - TRENDS IN CUSTOMER EXPERIENCE

  • ➡

    How did Travel & tourism flourish and heighten revenue & GDP post covid

  • ➡

    Why is customer experience essential & how is technology revolutionizing CX

  • ➡

    What is the future blueprint for customer experience & technology
  • Naseer Khan, Executive Director, Nirvana Holding - Travel & Tourism
  • 12:50-13:10

AI INNOVATIONS IN REAL ESTATE - THE REAL CONVERSATIONAL INTELLIGENCE

  • ➡

    Conversational AI enhances and expedites the buying and selling experiences of the properties.

  • ➡

    Automated bots and contact centers providing 24/7 customer support and availability.

  • ➡

    AR and VR AI Solutions can now arrange a mixed reality appointment without visiting the property
  • Hany Sayed, Group CIO, D&B Properties
  • 13:10-13:50

PANEL DISCUSSION - REIMAGINING TRAVEL & TOURISM WITH CONVERSATIONAL AI

  • ➡

    Creating a user-friendly platform with API integrations

  • ➡

    24x7 personalized services & availability of the AI-powered bots helps customers to ensure a happy journey

  • ➡

    Higher business opportunities with higher business intelligence & automation
  • Verve Management (Moderator)
  • Huda Manin Al Hadhrami, Head of Customer Experience, Mwasalat
  • Raghav Kumaria, VP - Head of Digital Transformation, IGT Solutions
  • Naseer Khan, Executive Director, Nirvana Holding - Travel & Tourism
  • Shriram Srinivasan, Head of Digital, Alamar Foods Company
  • 13:50-13:55

CLOSING REMARKS BY THE CHAIRPERSON AND END OF SUMMIT PROGRAM

  • 13:55-14:55

NETWORKING LUNCHEON