Syeda Kanizul Fatma

Chief Knowledge Officer Sharjah Electricity and Water Authority (SEWA)

Responsible for managing the Organisational Intellectual Capital and the Knowledge Management practices. She has been actively involved in creating the SEWA corporate management philosophies that form the building blocks of organisational culture, employee behaviour, and performance. She also leads the SEWA CX Unit—a special taskforce with the prime objectives of centering SEWA around its customers through customer engagement practices, listening to the voice of customers, and conducting customer journey mapping.

Conference Day Two: Tuesday, 26 November 2019

Tuesday, November 26th, 2019

12:00 PM FIRESIDE CHAT: Combining heritage, business mindset and new age millennia – the secret formula to success

Creating a culture is not a one day task or strategy. It takes years to build, adopt and perfect and is continuously changing and evolving. Excellence and leadership experts are yet to find define answers to what works best but creating a culture which bridges heritage, business models and the will to adjust and bring new mindset and changes has been suggested to be a great formula of reaching business excellence.

  • Creating a business culture which bridges heritage and modern mindsets
  • Creating discussion corners and initiatives to break the communication barriers and come out with innovative solutions and objectives
  • Having employee voices heard to promote empowerment and positivity

1:30 PM CASE STUDY: The SEWA Customer-Centric Model- The (He)ART of Customer Delight

The session will delve deep into SEWA’s customer centric model with Syeda taking us through the below in her case study:
  • Becoming an Authentic and Hyper-relevant brand
  • Making Customers your True North
  • Turning consumers to PROsumers
  • From Lip service to Customer service
  • Customer expectations vs Customer experience

Check out the incredible speaker line-up to see who will be joining Syeda.

Download The Latest Agenda