Keynote: Building Government Organizations' Global Customer Care Competitiveness Strategy  

• Research to optimize activities and develop successful global customer care strategies
• Balance global customer care strategic needs with local challenges
• Leverage corporate contributions through strategic customer care communication
• Identify and develop global customer care partnerships
• Measure and evaluate impact and act based on feedback

Ahmad Tahlak

Chairman

LEVENBERT

• Global customer care standards

Ruth Field

CEO

Joshua Group LLC

Coffee Break and Networking

Panel Discussion

Developing and Implementing Innovative Strategies to Establish Successful Global Customer Care Campaign

• How to design an effective global customer campaign?
• How to adapt customer care innovative tools to reach a wider scope of audience?
• What strategies should be applied to generate global participation?
• How to maximize the applications used to create global impact?
• How can you measure your global customer care campaign effectiveness?

Bob Andrzejewski

Partner of Bensouda Consulting

The International Customer Service Standard

Mr. Robert Keay

Managing Director

Ethos Consultancy

Customer Care Satisfaction: Information Security & Risk Management

Mr.Jassim Al Hammadi

General Manager

First Information Security

Panel Discussion and Q&A

Global Government Organizations' Customer Care KPI Competitiveness Criteria, Measurement and Benchmarking Strategies

• Global customer care KPI strategies to achieve the org. global competitiveness
• Setting up government org. customer care KPI and innovation strategy for enhanced and effective customer care
• Driving government org. customer care KPI and innovation strategy to address the demands of global competition
• Innovative tools for the successful implementation of global customer care KPI initiatives
  

Ms. Janine M. Bensouda

Founder and President

Bensouda Consulting

The Role of HR and Organizational Development KPI in GCC Government Customer Care Global Competitiveness

• GCC government org. HR leadership and modern management skills building
• GCC government org. change management and re-engineering   
• GCC government org. talent management

Ruth Field

CEO

Joshua Group LLC

Global Customer Care Competitiveness Strategy

• Customer Care Competitiveness
• Customer Care Success
• Development of Successful Strategies
• Customer Care Competitiveness Improvement
• Assessment of Performance
• Corporate Governance

Mohammed S. Zawaideh

CEO

Oneteamconsult - Jordan

Pannel Discussion

Keynote: Understanding, Identifying and Measuring 'Value Moments'

• What are Value Moments?
• Identifying Value Moments within your Sector
• How to optimise the customer experience using the Value Moments concept
• Utilizing Value Moments to stay ahead of the competition
• Value Moments measurement and improvement strategies

Mr. Robert Keay

Managing Director

Ethos Consultancy

Government Organizations' Global Customer Care Innovation Competitiveness Criteria and Measurement Strategies

• What is customer care innovation in government services? And why are some organizations better at it than others?
• What are the customer care innovative tools, methods and systems to be used across all levels of government org.?
• How to understand and manage resistance to customer care innovation?
• How to promote global customer care innovation?
• How to move your operation to a more 'open' customer care innovation model?
• How to include your customers in the innovation process?

Mohammed S. Zawaideh

CEO

Oneteamconsult - Jordan

Case Study: A successful Government Organizations' Global Customer Care Innovation Strategy

Hamad A. Rahman Al-Mannai

Director of Financial Consumers Protection

Qatar Central Bank

The Middle East Government and Business Organizations’ Global Customer Care Competitiveness Excellence Awards

12:30 PM: Welcome Address  
12:40 PM: Chief Guests Speech
12:50 PM: Announcement of Winners (Award's Ceremony will be held at the Al Falak Ballroom, Burj Al Arab Hotel)

Lunch and End of the Event