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CX Rebooted: Delivering Exceptional Customer Experiences

March 26, 2019 @ 8:00 am - 4:00 pm

Customer Experience

The ongoing relationship between a business and its customers is largely based on reliability and consistency. The way customers interact with businesses; the ways they communicate, the channels they use and how often they do it, is constantly evolving. Advanced technologies, such as AI-enabled communication and Chatbots mean that around-the-clock interactions and customer service are now a reality.

Join us on Tuesday, 26th March to learn about the latest trends and innovations in Customer Experience: From artificial intelligence and social customer service to the evolution of CX and consumer trends.

What to expect from CX Rebooted?

  • Discuss how the new and innovative ways customer service technologies are changing the way business is done. See where the world of customer service is going, and how to get there first.
  • Share innovative approaches that organisations are deploying to manage customer interactions and maximise customer value.
  • Explore the challenges facing customer service professionals both today and, in the future, and learn actionable strategies that will ensure quality and consistency.


08:00 – 09:00 Welcome Coffee & Registration
09:00 – 09:30 Customer Relationship Status: It’s complicated
Hadrian Sammut, Chief Officer, Advisory & Projects at iMovo Limited
09:30 – 10:00 Turning Customers into Promoters with Artificial Intelligence
Henry Foster, Enterprise Account Executive at DigitalGenius
10:00 – 10:30 2019 Customer Experience Trends Report
Chams Ejjaouani, Marketing Director – Southern Europe at Zendesk
10:30 – 11:00 User Experience in Mobility: Car Sharing Case Study
Liran Golan, Chief Executive Officer at GoTo Car Sharing
11:00 – 11:30 Networking Coffee Break
11.30 – 12:00 How to build your Digital Customer Service Team to turn conversations into business assets
Paolo Fabrizio, Digital & Social Customer Service, Author, Trainer & Speaker
12:00 – 12.45 Panel Discussion: The Evolution of CX
    Reuben Abela, CX Director at Ixaris
    Liran Golan, Chief Executive Officer at GoTo Car Sharing
    Johanna Pyykonen, Head of Customer Service at Hero Gaming
    Paolo Fabrizio, Digital & Social Customer Service, Author, Trainer & Speaker
12:45 – 13:45 Networking Lunch
13:45 – 14:15 Customer Service in the 4th Industrial Revolution
Michael O’Grady, Country Manager – Mediterranean Region at Salesforce
Frankie Roche, Territory Manager – Cyprus & Malta at Salesforce
14:15 – 14:45 Growing your business through CX Analytics
Jason Cruz Falzon, BI & Big Data Consultant at iMovo Limited
14:45 – 15:15 Managing your Workforce for a better CX
Pierre Mallia, Managing Director, iMovo
15:15 – 15:30 Parting Notes
Pierre Mallia, Managing Director, iMovo
15:30 Networking Session

Come and join other senior executives, managers, directors, customer service and CxO-level professionals from different industries to learn how to grow your business by harnessing customer experience management. This is a FREE event, due to capacity limitations, successful registration will be confirmed by email.

Please register your interest by filling in your details below.


March 26, 2019
8:00 am - 4:00 pm


iMovo Ltd


Grand Hotel Excelsior
Great Siege Road
Floriana, FRN 1810 Malta
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