Discussion Topics

Learning from Best Practices on Customer Experience Management
Presented by Analysys Mason

Telecommunications operators are known to be the worst offenders when it comes to delivering a customer experience. Billing errors, dropped calls, long store queues, unfriendly customer service representatives are just the tip of the iceberg. What could telecommunications operators learn from companies like Disney, apple, emirates airlines and other industries?

Delivering Transformative Customer Experiences
Presented by Teletech

Customers are looking for a frictionless experience with their operator in an increasingly multi-channel world. how can operators respond efficiently whilst creating promoters and advocates of their brands?

The Digital Ecosystem Challenge
Presented by Yahoo

With the advent of convergence, the telecommunications, technology and Media industries are on a collision course. Ott players from the Technology and Media industries are not sharing their revenues with operators, yet are driving operators’ network traffic at an exponential rate. how can operators constructively engage Ott players and build an open digital ecosystem to grow the market for all?

Mobile Broadband Explosion
Presented by Booz

Demand for broadband in the SaMeNa region is increasing rapidly, and operators have started to boost their investments in 3G/hSxpa roll- outs and are evaluating 4G/Lte. Despite the rapid growth, prices – if adjusted for GDp per capita differences – are up to 10x higher in the SaMeNa region than in the US, UK and asia. the market could grow faster if CMO’s were more aggressive in pricing. this session looks into the latest usage trends, service pricing, opportunities and challenges CMO’s face.

Small Medium Enterprise Marketing and Sales
Presented by Revana

For many operators, the enterprise SMB markets represent significant growth opportunities. Managing B2B marketing and sales is very different from managing a B2C / consumer operation. this session explores international best practices and case studies.

Segmented Customer Experience
Presented by Meltem Sahin

Customer Experience Management Division Head - Turkcell - Turkey Customer experience from touch point centric to customer centric and understanding different SEGMENTS and designing/delivering the experience accordingly.

CMO Perspectives
Presented by Andre Popov,

Partner - Peppers and Rogers Group - Dubai, UAE
an interactive discussion around key trends and learning’s.

CMO Perspectives

Andre Popov

Partner - Peppers and Rogers Group
Dubai, UAE


Winning the MBB Market

Bassam Hajhamad

Principal and Member of the Booz CMT Practice under Booz Speaker
Booz & Co, Dubai UAE


Practices on Customer CMO Day 2nd Chapter

Erik Almqvist

Partner - Global Head of Operational Consulting,
Analysys Mason, Dubai UAE


Customer Experience

Don Peppers

Founding Partner
Peppers and Rogers Group A Unit of Teletech, USA


Director of Business Development

Christos Mastoras

Director of Business Development
Yahoo - Dubai, UAE


Segmented Customer Experience

Meltem Sahin

Customer Experience Management Division Head
Turkcell, Turkey



Johnathan Gray

Vice President of Marketing
Revana, USA