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The second edition of the Government CX Summit Abu Dhabi, scheduled for December 10, 2024, builds upon the resounding success of its inaugural event. Set against the dynamic backdrop of Abu Dhabi, this summit aims to deep dive into the evolving landscape of customer experience (CX) within the public sector and recent developments in the CX space in the last one year. Reflecting on the achievements of the first edition, the summit will explore innovative strategies and best practices that have enhanced citizen satisfaction and engagement.

Attendees can anticipate insightful discussions on the latest trends and topics driving CX in the public sector, both regionally and globally. Key themes will include the integration of cutting-edge technologies such as AI and blockchain, the importance of data-driven decision-making, and strategies for fostering seamless interactions across various government touchpoints. Moreover, the summit will provide a platform for stakeholders to share experiences, exchange ideas, and collaborate on initiatives aimed at further elevating CX standards.

With a diverse lineup of speakers, including industry experts, government officials, and CX thought leaders, the Government CX Summit Abu Dhabi promises to be a pivotal event for shaping the future of citizen-centric services. Join us as we chart the course towards excellence in public sector CX, driving meaningful change and innovation for the benefit of all.

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Chiefs, VPs, Directors, Heads, Specialists, Advisors, and Consultants

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1. Improve Your Brand Awareness:

Get the chance to position your brand as one of the leading companies in the sector to help stakeholders achieve their targets.

2. Get in Front of Your Target Market:

Take advantage of this platform to gain access to key CX and digital transformation stakeholders involved with ongoing and upcoming projects in UAE and get insight into their plans to invest in new technologies and identify opportunities.

3. Increases Your Competitiveness:

Learn about the challenges faced by UAE key public and private organizations and identify how you can provide them with customized solutions to help them overcome these challenges.

4. Generate Strong Leads:

Learn about the CX digitalization requirements of key government entities and large companies, influence decision-makers, and stand a chance of being shortlisted for upcoming projects.

5. Gain Project Insights:

Get first-hand details on timelines and requirements of current CX initiative from across the country and spot opportunities.

H.E. Eng. Matar Almheiri

Assistant Secretary General - Federal National Council

H.E Dr. Ohoud Ali Shehail

Director-General of Ajman Digital Government

Dr. Hassan Khudair

Director General – Gov Design Academy

H.E. Hind Mubarak Al Zaabi

Executive Director of Engagement & Customer Experience Sector – Department of Health

Dr. Kalthoom AlBlooshi

Chief Innovation Officer & Director of Training and Development Center Emirates Health Services

Ladislau Álvares Batalha

CEO - International Customer Experience Institute

Gagandeep Gadri

Managing Director, frog - part of Capgemini Invent

Rana Luqman

Vice President Business Continuity and Patient Experience – M42

Shyamsree Nandi

Vice President, Insights & Data – Capgemini

Sultan Al Jasmi

Customer Insight & Analytics Director Customer Experience Sector - Department of Government Enablement

Dr. Wafa Snaineh

President Gov. Design Academy, Canada

Gonçalo Traquina

Partner, Management Consulting - Financial Services Leader, Head of the Customer Advisory - KPMG Lower Gulf

Fionnuala Morris

Vice President - Kyndryl

William O Neill

AVP & GM Middle East GCC - ServiceNow

Hassa Al Mazrouei

Medical Director Patient Experience, Sheikh Shaikhbout Medical City

Abdullah Zaher

Senior Director of Sales Engineering - Sitecore

Glen Edward Rattray

Director Professional Services - e& enterprise

Haitham Rashed S. Qarqash

Head Section Government Services – Department of Economic Development

Hamda Al Mansoori

Head of the Customer Happiness, Abu Dhabi Quality and Conformity Council

Anthony Harrison

Head of UX Strategy - Omnia

Caroline Gazeley

Head of Customer Experience – Etihad

Hesham Hammam

Customer Experience Advisor - Federal Tax Authority

Rashid S Aljneibi

Head of CX Technology - e& enterprise

Time 10 December 2024 | Abu Dhabi
08:30 Registration, Refreshments, and Networking
09:00 Welcome Note by Conference Chairperson
Ladislau Álvares Batalha, CEO - International Customer Experience Institute
09:10 Opening Keynote Presentation
Sultan Al Jasmi, Customer Insight & Analytics Director Customer Experience Sector - Department of Government Enablement
09:30 Keynote Presentation:
Showcasing Leadership in Government-Led Initiatives to Drive CX Transformation in a Fast-Changing World
H.E Dr. Ohoud Ali Shehail, Director-General - Ajman Digital Government
09:50 Opening Panel Session: Innovating Public Sector CX to Continuously Deliver Happiness and Satisfaction to Citizens and Visitors
  • How can we innovate CX strategies in the public sector to consistently deliver happiness and satisfaction?
  • How can we sustain existing initiatives to ensure continuous improvement and adaptability?
  • What new trends do you see shaping CX in 2024 and how this affects public sector CX?

Moderator
  • Dr. Hassan Khudair, Director General – Gov Design Academy

Panelists:
  • H.E. Eng. Matar Almheiri, Assistant Secretary General - Federal National Council
  • H.E. Hind Mubarak Al Zaabi, Executive Director of Engagement & Customer Experience Sector – Department of Health
  • Gagandeep Gadri, Managing Director, frog - part of Capgemini Invent
10:35 Technology innovation session 1 | Revolutionizing Citizen Services: Harnessing Technology for a Seamless CX in Government
Rashid S Aljneibi, Head of CX Technology - e& enterprise
10:50 Executive Panel Session: From Generative AI to Interactive AI – Discussing the Ongoing AI Revolution in Public Sector CX
  • Exploring the many ways AI is being used to transform CX and any interesting use cases in the public sector?
  • Discussing challenges with integrating AI into CX strategies and how to manage theme
  • Examining the shift towards interactive AI models, that allows for more engaging and personalized interactions with citizens and customers

Moderator:
  • Anthony Harrison, Head of UX Strategy - Omnia

Panelists:
  • Dr. Kalthoom AlBlooshi, Chief Innovation Officer & Director of Training and Development Center - Emirates Health Services
  • Hassa Al Mazrouei, Medical Director Patient Experience - Sheikh Shaikhbout Medical City
  • Fionnuala Morris, Vice President - Kyndryl
11:20 Technology innovation session 2
Reserved for Capgemini
Shyamsree Nandi, Vice President, Insights & Data – Capgemini
11:45 NETWORKING COFFEE BREAK
12:15 Presentation | ADDED CX Journey
  • Introduction about ADDED Service Delivery Model
  • Main success factors to enhance CX maturity

RHaitham Rashed S. Qarqash, Head Section Government Services – Department of Economic Development
12:30 Technology innovation session 3 | Embrace your digital citizen - delivering consistent integrated experiences
Why does Government Customer Experience (CX) matter, and what strategies can drive the shift toward a more citizen-centric government? This keynote will delve into the critical role of CX in enhancing public sector services and will explore how KPMG’s Six Pillars of Customer Experience Excellence can help you to deliver consistent, integrated, and seamless experiences. It will also highlight how technology and artificial intelligence (AI) can be leveraged to support CX initiatives through a case study on government transformation powered by ServiceNow.
Gonçalo Traquina, Partner, Head of Customer Advisory - KPMG Lower Gulf
12:45 Executive Panel Session: Leveraging Latest Digital Technology to Drive Performance of OmniCX Strategies in Public Sector
  • Unpacking the concept of OmniCX and it can help organizations improve customer engagement across multiple channels
  • Discussing how to use OmniCX to streamline all interactions across multiple touch points in a unified way to deliver consistent brand experience
  • Role of technology in enabling a digital omnichannel strategy to deliver services fast, in less time, with increase experiences irrespective of the channel
  • Future of OmniCX and how to measure it

Moderator:
  • Ladislau Álvares Batalha, CEO - International Customer Experience Institute

Panelists:
  • Rana Luqman, Vice President Business Continuity and Patient Experience – M42
  • Dina Ahmed Fares, Director of Digital Transformation Department - Ajman Digital Government
  • Caroline Gazeley, Head of Customer Experience – Etihad
  • Hassa Al Mazrouei, Medical Director Patient Experience - Sheikh Shaikhbout Medical City
  • Glen Edward Rattray, Director Professional Services - e& enterprise
13:25 Presentation | Critical Success Factors for CX Implementation in Government
The session will outline the essential steps for successfully human centric transformation in the public sector. It focuses on leveraging data, aligning people and processes, and integrating technology to achieve sustainable results, with practical examples and actionable strategies.
  • Learn how to effectively use data, people, and technology to drive CX transformation in the government
  • Discover practical steps to overcome common challenges in government CX implementation
  • Gain insights into building stronger teams and systems for lasting transformation

Dr. Hassan Khudair, Director General – Gov Design Academy
13:45 Closing Panel on Hyper-Personalization: Discussing on delivering highly personalized experiences tailored to individual preferences and behaviors
  • How far have we come when it comes to delivering highly personalized experiences tailored to individual preferences and behaviors?
  • Discussing role of AI in leveraging data analytics to gain insights into each customer's preferences, behaviors, and past interactions
  • Balancing Privacy and Personalization: Addressing the delicate balance between personalization and privacy concerns, emphasizing the importance of transparent data usage and providing customers with control over their personal information
  • How can we use hyper-personalization in crafting seamless customer journeys by delivering relevant content and offers at each touchpoint, ultimately improving satisfaction and happiness

Moderator:
  • Haitham Rashed S. Qarqash, Head Section Government Services – Department of Economic Development

Panelists:
  • Hamda Al Mansoori, Head of the Customer Happiness - Abu Dhabi Quality and Conformity Council
  • Hesham Hammam, Customer Experience Advisor - Federal Tax Authority
  • Abdullah Zaher, Senior Director of Sales Engineering - Sitecore
  • William O’Neil, AVP & GM Middle East GCC - ServiceNow
14:15 Closing Remarks by the Conference Chairman Followed by Networking Lunch

Contact us:

Speaking Opportunities & Marketing Inquiries:
Stan Abraham | Head – Conference Production

Sponsorship Inquiries:
Kenneth Fredrick | Director Sponsorship

General Inquiries:

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10th December 2024
The Ritz-Carlton | Abu Dhabi Grand Canal

Register for the 2nd Government CX Summit

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