In this new age of digitally connected living, it is imperative for Customer Experience experts to adapt innovative technologies to meet customer expectations and deliver superior customer service across various channels.

The 2021 edition of FuturistiCX Middle East lives up to its reputation of being the biggest Customer Experience Conclave, as it hosted 250+ delegates and industry leaders within the customer experience world.

At the virtual event, the line-up of brilliant speakers took turns to share insights on how to integrate disruptive CX technologies like Artificial Intelligence, Machine Learning, Virtual Assistants, Data Analytics, and Cloud to deliver seamless and proactive customer experience.

“The technology we now refer to as CRM stems from the need to have real-time customer dialogue,” Qaalfa Dibeehi, Dean of the Customer Experience Leadership at Majid Al Futtaim (The School of Great Moments) highlighted this as he delivered the opening remarks.

Vishal Chopra, Head of Field Marketing, APAC, MEA at Freshworks, in his keynote session, shared an interesting insight from global CX Mandate report, recently conducted by Freshworks. He said: “65% of Customer Service Leaders worldwide are embracing remote or hybrid operating models.”

“We have had to prioritise our budget and process to better serve the needs of our customers. We have also experienced more service delivered through our online transaction channels,” Abdulmohsen Al-Mulhem – Chief Marketing & Customer Experience Officer, Bank Albilad had this to say at the “C-Suite Executive panel.”

“Customer experience gets us intertwined with digital transformation. You cannot compete in a digital world by being stuck in traditional & manual business model. Don’t show up for a car race whilst riding a donkey!” says Evans Munyuki the Award-Winning Chief Digital Officer and Author of the 5-Star-Rated Book titled “Up for Digital Transformation in the Gig Economy.”

“Data governance, data management and data utilisation are some of the challenges faced in Customer Experience. There’s a conflict of privacy as it relates to data”, Seham El Behissy, General Manager Digital & Connected Cars – Middle East, Groupe Renault shared this at the “Visionary Panel”.

Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks SaaS products provide a 360-degree view of the customer, are ready to go, easy to use and offer quick return on investment. Headquartered in San Mateo, Calif., Freshworks’ 3,000+ team members work in offices throughout the world.

Exibex is a market leader in knowledge-based conferences, managed events and business consulting. The team provides innovative and interactive networking platforms to foster engagement with C-level communities for global corporations.

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