Manama, Bahrain, 20th March 2011: Bahrain-headquartered Silah Gulf (Silah) has announced the launch of a board-level conference on ‘Generating Profits from Customer Experience Management’ on April 12, 2011 at Jumeirah Beach Hotel, Dubai.
A ‘by invitation only’ event for select top management executives from industries such as telecommunications, airlines and, banking and finance, the conference aims at helping senior executives understand how an effective customer experience program can have a direct impact on their profitability and growth.
Announcing the conference, Joe Tawfik, Chief Executive Officer, Silah Gulf said, “Customer experience is a defining criterion for any business’ success especially in industries that are affected by growing competition. Companies today, especially in the MENA region, are almost homogeneous when it comes to products and rates. The only real differentiating factor is customer service; this is where they can truly make their mark.”
The conference will focus on strategic and operational initiatives required to deliver outstanding and profitable customer experiences, combining case studies, panel discussions and luminaries from the Customer Experience Management (CEM) industry.
“Living up to our commitment of helping accelerate our customers’ growth, Silah wanted to create a platform for C-level executives to learn from the latest empirical data that clearly showcases the correlation between profitability and CEM. By sharing common experiences, the executives can help raise the standards of customer experience not just in individual Customer Contact Centres but as an industry,” added Tawfik.
The conference will witness as key note speakers luminaries from the academia and industry such as Professor Moira Clark, from Henley Business School, University of Reading; Paul Scott, Director of Consulting at UK-based Merchants Group; Crispin Manners, CEO of UK-based Onva; and George Todd, General Manager of iiNet operations from Cape Town, South Africa.
This conference is sponsored by UK-based Merchants, a Silah shareholder. With a 30 year track record of success, Merchants has been providing customer contact solutions across the globe for a variety of blue chip organisations.