03 - 04 September, 2019
The Nile Ritz-Carlton, Cairo, Egypt
Marina Netto, Global Head of CX Lab & Strategic Sales Support at Teleperformance Group

Marina Netto


Global Head of CX Lab & Strategic Sales Support
Teleperformance Group

Check out the incredible speaker line-up to see who will be joining Marina.

Download The Latest Agenda

Conference Day One: Tuesday, 3 September 2019

Tuesday, September 3rd, 2019


1:00 PM Global and UAE Insights from the Teleperformance CX Lab

       Key trends discovered during the course of annual survey of 200,000 B2C end-customers across 18 sectors and 14 countries, including the UAE
       Key insights regarding customers’ preferences and behavior regarding topics such as brand loyalty, contact rates, FCR, and chatbots
       Generational preferences regarding channels used and its importance in segmenting the customer base and providing the desired channels to consumers

3:00 PM An overview of Middle East customer perception by looking at different dimensions

A strategic workshop on customer perception, join this session for a deep dive on the follows:
       Customer behavior and customer service preferences across 18 industries surveyed, including financial services, retail, and technology
       Overall brand perception
       How willing are customers to recommend the brand to family and friends?
       How satisfied are customers with the brand?
       How likely are customers to remain with the brands for the next 12 months?
       Customer Service FCR, Effort and Satisfaction
       Generational segmentation
       Changes in channels used and preferred for interaction over the last 3 years
       Top attributes driving Customer Service Satisfaction
       Insights regarding social media and mobile app usage
       Chatbot usage analysis
       Contact rate variation per sector