CX Conference

This conference focusing on the latest trends in customer experience has concluded.

Presented by

Thank you for those of you who were able to attend and hear customer experience strategies and learn about the latest solutions from industry leaders. We hope that the exposure to the latest omni-channel technology and best practices will help you deliver impactful, relevant, and contextual experiences.

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Key topics

Strategies for Effective CX

Omni-Channel Analytics

Social Intelligence

Customer Insights

Relevant Digital Experiences

Contextual Mobile Engagement

Location Engagement

Data Driven Digital Marketing


8:30 - 09:00

& Registration


09:00 - 09:20

Welcome to CX Conference 2015

by Adeeb Abu-Ghazaleh, Co-founder & Managing Partner

An introduction to some of the common challenges faced by organizations in the CX field, and an exploration of strategic approaches and solutions that can help meet customer engagement requirements.
09:20 - 10:00

Redefine your Customer Experience reality

by Nabil Zmokhol, Regional Sales Director

The engaging presentation will cover the following key themes:
- CX realities impacting your business
- A new way to think about digital marketing
10:00 -10:10 COFFEE BREAK
10:10 - 10:50

Getting a Grip on the Mobile Engagement Gap

by Steve Tan, Head of Strategic Partner Alliances

How an effective mobile engagement strategy can deliver significant increases in both customer loyalty and transactions.
10:50 - 11:30

Case Study: Service Hero

by Faten Abu-Ghazaleh, President

This will be an interesting exploration of the importance of customer service and how it relates to overall customer experience. Service Hero will be used as a case study to illustrate the effective adoption of an omni-channel CX strategy. Attendees will be the first to learn about the exciting changes Service Hero has planned for the near future!
11:30 -11:50 COFFEE BREAK
11:50 - 12:20

Discussion Panel: Putting the customer at the heart of your strategy

The discussion panel will include:
- Adeeb Abu-Ghazaleh, Khayal Consultants (moderator)
- Nabil Zmokhol, SDL
- Faten Abu-Ghazaleh, Service Hero
- Steve Tan, Urban Airship

Topics covered will include:
- Importance of context
- Data & analytics
- Personalization
- Thinking omni-channel
- Delivering relevance
12:20 - 13:00

Get out of the 2D World and Step into the 3D World

by Noel Moukheiber, Business Development Manager

This presentation will explore the physical space where customers often engage and how to maximize their experiences. Topics explored will include digital signage, digital wayfinding, retail space analytics, and mobile interactions through beacons.
13:00 - 14:00

Customer Experience, from unknown visitor to brand advocate

by Franck Feix, CXM Business Technologist

Learn about SDL's comprehensive omni-channel CX solutions in this presentation that focuses on:
- Customer Experience in practice
- SDL Web 8, what's new? Be the first to learn about SDL's new release!

Will also include a demonstration.
14:00 -14:45 LUNCH
14:45 - 15:15

Discussion Panel: Mobiles are taking over the world!


The discussion panel will include:
- Adeeb Abu-Ghazaleh, Khayal Consultants (moderator)
- Franck Feix, SDL
- Noel Moukheiber, Beabloo / 22 MIles
- Steve Tan, Urban Airship

Topics covered will include:
- Understanding expectations and delivering value
- Mobile first, but also consider...
- Planning for the future
- Measuring mobile
15:15 - 16:00

Urban Airship Product Tour

by Steve Tan, Head of Strategic Partner Alliances

This presentation will be an exploration of the industry leading solutions provided by Urban Airship that help deliver mobile engagement. Push and in-app messages, location based messaging, digital wallets, and real-time customer-centric data streams will all be explored.

Will also include a demonstration.
16:00 - 16:40

Leveraging social data to understand customer journeys

by Richard Moule, Director – Global Insight & Analytics

This presentation will focus on helping companies make sense of their mountains of social data. Read beyond likes, shares, influencers, followers, and sentiment to understand customer journeys and measure performance for key business issues like brand health, product and campaign launches, and uncover market opportunities.

Note: Kindly note that this presentation will be conducted remotely.
16:40 - 17:00

Opportunity to mingle with presenters


17:00 - 17:00




When & Where


November, 2015

Radisson Blu Hotel, Kuwait

Al Bida’a Road, Al Ta’awn Street, Salwa, P.O.Box 26199, Safat 13122 Kuwait.
Tel: +965 2567 3000



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Shuwafat Bldg #5, 4th Floor, Omar Ibn Al-Khattab Street, Sharq, Kuwait City

Tel: +965.2244.1646
Fax: +965.2244.5562