For Contact Center Industry Thought Leaders, Digital Transformation Experts, CX Specialists, Outsourcing Strategists
– Opening Remarks:
Welcome participants and set the tone for the session by outlining the focus areas: Digital Transformation, Customer Experience, and Outsourcing.
– Objective Setting:
Highlight the session’s goal of applying design thinking to create innovative solutions specific to the Middle East contact center industry.
– Design Thinking Overview:
Provide a brief overview of the design thinking process and its relevance to the challenges at hand.
– Objective:
Gain a deep understanding of the needs, challenges, and opportunities related to the focus areas.
– Activity:
Split participants into three groups, each focusing on one of the following:
– Empathy Mapping Exercise:
Each group creates empathy maps for relevant stakeholders (e.g., customers, employees, management) to uncover their needs, pain points, and motivations.
– Discussion:
Groups share their empathy maps, providing insights into the key challenges and opportunities in their focus area.
– Objective:
Identify specific problems and generate innovative solutions.
– Activity:
Each group will:
– Tool:
Use “How Might We…” questions to spark innovative thinking (e.g., “How might we enhance customer service through AI in multilingual settings?” or “How might we reimagine outsourcing to align with local cultural and business practices?”).
– Objective:
Create actionable prototypes for the most promising ideas.
– Activity:
Groups develop low-fidelity prototypes, which could be service blueprints, process maps, or simple wireframes, depending on the focus area.
– Considerations:
* Relevance to the Middle Eastern market.
* Integration of digital transformation technologies.
* Impact on customer experience and operational efficiency.
* Adaptability in the context of evolving outsourcing models.
– Discussion:
Present prototypes to the entire group for feedback, focusing on feasibility, scalability, and potential impact.
– Objective:
Gather feedback and refine the prototypes.
– Activity:
Facilitate an open discussion where participants offer constructive feedback on each prototype. Encourage reflection on potential challenges and opportunities for further development.
– Summary:
Recap the key insights and solutions developed during the session.
– Next Steps:
Discuss potential collaboration opportunities, pilot projects, or follow-up sessions to further refine and implement the prototypes.
– Closing Remarks:
Thank participants and encourage continued collaboration on innovating the contact center industry in the Middle East.
As the Middle East’s contact center landscape evolves, companies are faced with rapidly advancing technologies, shifting customer expectations, and the changing dynamics of outsourcing. This exclusive half-day session invites industry thought leaders to engage in collaborative design thinking, addressing these critical challenges and identifying innovative solutions tailored to the region.
Join us for an interactive and insightful session focused on:
* Digital Transformation* – Harnessing the power of automation, self-service, and AI to elevate customer experiences.
* Customer Experience and Customer Service* Crafting customer-centric strategies that meet the demands of today’s market.
* The Changing Face of Outsourcing * Redefining outsourcing models to align with local and global trends.
– Innovative solutions for implementing **AI, automation, and self-service** technologies.
– New strategies for enhancing **customer experience** and driving satisfaction.
– Practical insights into the future of **outsourcing** in the Middle East.
– Prototypes and actionable concepts to drive **business transformation**.
This event is designed for senior leaders and professionals in the contact center industry, including:
To collaboratively design innovative solutions addressing the key challenges and opportunities in Digital Transformation, Customer Experience, and Outsourcing for Middle Eastern companies.
Insights
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Fellow
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IBM Fellow
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