The world's financial sector has seen a downturn in revenue and business expansion. Some of the giants have closed business or are acquired by sustainable financial institutions. With all the hassles around, customers have lost trust in banks and other institutions. This is resulting in a loss of customers - usually loyal - day by day.

 

With not too many products to offer due to a shortage of liquidity, despite the Middle East region being strong in investments and opportunities, financial institutions in this region are part of the international debacle. 

 

What can be done? How can financial institutions generate profitable business? How can they retain existing clients? Should they revisit the basic and robust customer satisfaction models? Or should they invest in technology?

 

Are you still competitive?

 

Jacob Fleming Conferences presents Enhancing Customer Experience in Financial Services focused on client retention and satisfaction in the Middle East financial sector. The conference targets over 80 decision makers and senior executives from the customer management and service quality sector meeting together under one roof in Dubai, UAE on October 5 & 6 2009. The highlight of the event is the discussion of key strategies by experts on retaining and satisfying clients in turbulent times. Some of the key presentations of this conference are based on Customer Loyalty, Six Sigma, Customer Centricity, Technology, Customer Experience and a unique topic on how Islamic Banking principles can retain clients. The event will be followed by a workshop on October 7^th 2009 on topics pertaining basic business models for client retention and technology.

 

Jacob Fleming Conferences welcomes senior experts from the MENA region’s financial sector covering retail banking, private banking, investment banking and insurance to the Enhancing Customer Experience in Financial Services to explore the trends and opportunities in the region’s customer satisfaction sector.

 

This will be a good opportunity to network with the industry’s best and discover how you can turn the problem of economic downturn to your advantage in retaining your client base.

 

 

Dr. Wafi Dawood, Chairman (Chief of Organizational Excellence – Knowledge & Human Development Authority), Dubai Quality Group

Osama Al Rahma, Vice Chairman (Director – Al Fardan Group), Dubai Quality Group

Fareed Lutfi, President, Dubai Insurance Group

Aubrey Ghose, Chief Executive Officer, ais>Brandlab

Russell Graham, Managing Director | Global Head of Implementation and Service, Deutsche Bank AG

Malik Sarwar, EVP – Global Wealth Management, Abu Dhabi Islamic Bank

Dr. Farrukh Kidwari, Group Head of Service Quality, Noor Islamic Bank PJSC

Prashant Hoskote, SVP & Head of Quality, Mashreq

B. Madhivanan, Senior General Manager – Head of Customer Service & Retail Risk, ICICI Bank Limited

Andrew Clayton, Operations Director, Allianz Insurance

Kevin Goodburn, Head of Customer Service & Quality, Bank Muscat SAOG

Russel Sandlin, Head – Contact Centers, Gulf Bank SAK

Carol Khoury, Regional Head – Customer Experience, HSBC Bank Middle East Limited

Cameron Dougherty, Director – Global Contact Centers, Jumeirah Group

D.S. Ravikumar, Vice President – Head of Service Quality, Emirates NBD

Deepak B. Kumar, Credit Initiation Head, Citibank NA

Constantinos Frydakis, Customer Experience Manager, Piraeus Bank

Vinod Kumar, Head – International Marketing, SAMBA Financial Group

Sujata K. Suri, Vice President – Service Excellence, Dubai Airports

Advisors:

• Mohammad Al Tajer, Vice President | Cluster Marketing Head, Middle East & Africa, Citibank NA
• Dr. Farrukh Kidwai, Group Head of Service Quality, Noor Islamic Bank PJSC
• Kevin Goodburn, Head of Customer Services & Quality, Bank Muscat SAOG
• Paul Freer, Former Division Head, Retail Customer Management, The National Commercial Bank
• Sujata K. Suri, Vice President, Service Excellence, Dubai Airports
• Antonio Furessi, Head of Customer Satisfaction, Intesa Sanpaolo
• Gary Mond, Head of Retail Banking (Qatar), Mashreq
• Phil Klaus, Doctoral Researcher, Centre for Strategic Marketing & Sales, Cranfield School of Management CMRI Cranfield University
  

Here are the most crucial topics that will be addressed in this inaugural event:

 

• Understand human psyche and how client centricity can increase satisfaction and profitability
• Explore and apply the best client retention practices from different industries
• Generate service excellence in delivery channels by applying the Six-Sigma formulae
• Update yourself with the best business models for customer services
• Analyze the successes in a 360 degree approach towards customer services
• Benefit yourself by having technology as an enabler for best customer service and quality
• Witness the fairness and flexibility in Shari’ah Compliant Services
• Crisis Management – A new look it can make in the business
• Process Improvement and Operational Excellence

 

 

Chief Customer Officer, Chief Loyalty Officer, Chief Quality Officer, Chief Marketing Officer, Deputy CEO, Senior Vice President, Chief Officers, Directors, Regional Directors, Managing Partners, General Managers, Senior Managers, Partners and Heads of:

 

Customer Experience, Customer Services, Customer Satisfaction, Customer Loyalty, Customer Management, Customer Care, Customer Value Management, Customer Knowledge, Customer Strategy, Customer Interactivity, Customer Relationship Management, Customer Retention, Contact Centres, Market Research, Marketing, Business Development, Product Development, Retail Distribution, Retail Banking, Delivery Channels, Service Quality, Private Banking, Wealth Management, Affluent Segments, Islamic Banking, Process Re-engineering, Process Excellence, Service Excellence and Branch Networks.

 

From the following industries:

Retail Banks, Islamic Banks, Wealth Management Firms, Investment Banks, Private Banking Boutiques, Insurance Companies, Reinsurance Companies, Consumer Finance Companies, Consultants, Vendors and Solution Providers.