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OFFICIAL GOVERNMENT CX PARTNER
OFFICIAL PAYMENTS PARTNER
KNOWLEDGE PARTNER
KNOWLEDGE PARTNER
STRATEGIC PARTNER
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NETWORKING PARTNER
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.
Chiefs, VPs, Directors, Heads, Specialists, Advisors, and Consultants
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
Partner, Head of Customer Advisory - KPMG Lower Gulf
Rana Luqman
Vice President Business Continuity and Patient Experience – M42
Sultan Al Jasmi
Customer Insight & Analytics Director Customer Experience Sector - Department of Government Enablement
Dina Ahmed Fares
Director of Digital Transformation Department - Ajman Digital Government
Dr. Wafa Snaineh
President Gov. Design Academy, Canada
Gonçalo Traquina
Partner, Management Consulting - Financial Services Leader, Head of the Customer Advisory - KPMG Lower Gulf
Ahmed Al Zarooni
Executive Vice President, Customer Experience - Daman National Health Insurance Company
Fionnuala Morris
Vice President - Kyndryl
William O’Neil
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
Rashid S Aljneibi
Head of CX Technology - e& enterprise
Hesham Hammam
Customer Experience Advisor - Federal Tax Authority
Humaid Hassan Salem Al Shamsi
Expert – GEEO
Time | 10 December 2024 | Abu Dhabi |
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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
Moderator
Panelists:
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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
Moderator:
Panelists:
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11:20 | Technology innovation session 2 Reserved for Capgemini |
11:45 | NETWORKING COFFEE BREAK |
12:15 | Presentation Reserved for - Haitham 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 | The End of Customer Service as We Know It Dr. Salman Al Shobaki, Advisor to Director General - Telecommunication and Digital Government Regulatory Authority (TDRA) |
12:55 | Executive Panel Session: Leveraging Latest Digital Technology to Drive
Performance of OmniCX Strategies in Public Sector
Moderator:
Panelists:
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13:45 | Technology innovation session 4 |
13:55 | Closing Panel on Hyper-Personalization: Discussing on delivering highly
personalized experiences tailored to individual preferences and behaviors
Moderator:
Panelists:
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14:30 | 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: