The Must-Attend Shared Services and Outsourcing Event in MENA

08 - 10 December, 2019 | Palace Downtown, Dubai, United Arab Emirates

Manish Jain

Senior Director, Global Customer Service Operations, AMEA, Member of the board BT

A motivated and resultsoriented executive with expertise in building and leading large and diverse operations teams and driving large-scale enterprise transformational programmes. Accountable for running the AMEA Service assurance hubs for BT's Global Services business.

SSOW Middle East | Conference Day One: Monday, 9 December 2019

Monday, December 9th, 2019

12:10 PM CREATING A CUSTOMER EXCEL-LENCE STRATEGY

“Customer centricity” has never been used more, and yet there remains confusion as to how to balance exceptional service with ongoing efficiency savings. This group discussion will talk over how to balance a CX strategy with busi-ness targets and how to ensure your employees are able to deliver great customer service.

Moderator:

SSOW Middle East | Conference Day Two: Tuesday, 10 December 2019

Tuesday, December 10th, 2019

9:40 AM FIRESIDE CHAT: Customer first! How to leverage front office CX strategies to boost back office services

Developing a pleasant experience for customers should be at the centre of every decision that is made. However, identifying what issues get prioritised can sometimes get derailed by other issues that arise. So, SSOs must expand, standardise, diversify, and create new offering all at the same time.

Key Discussion Points:
  • Examining the pitfalls of project-based efforts around elevating customer experience
  • Identifying the proper channels for customers to improve overall customer journey
  • Outlining ways to engage the entire organisation towards improvement and problem solving
  • Evaluating ways to leverage front office strategies to boost back office service levels

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

Download The Latest Agenda