16 - 18 June, 2019
The Address Hotel - Dubai Mall, Dubai, United Arab Emirates

Conference Day One : Monday 17 June 2019

8:00 am - 8:45 am Registration & Networking

8:45 am - 9:00 am Chairperson Opening Address

Arsalan Sheikh, Managing Partner at CONTINUUM CONSULTING

Arsalan Sheikh

Managing Partner
CONTINUUM CONSULTING

ACHIEVING AN ENTERPRISE-WIDE OPEX STRATEGY IN THE DIGITAL ERA

Keynote Panel

With digital technologies changing the way we live, customers and employees are becoming more demanding and expecting smarter, faster and simpler ways of doing business. In order to manage change, remain competitive and ensure survival, companies are turning their heads to their OPEX strategy.

Regardless of the sector companies operate in, the changing landscape of OPEX will have a significant impact and must be implemented effectively in order to not be left behind.

Key question: How can your company achieve an enterprise-wide OPEX strategy in this digital era?

Senior leadership will acknowledge:
  • What are the main trends redefining process excellence in this digital age?
  • The roadmap to success: How can you align your strategy with OPEX to achieve sustainable business transformation?
  • Best practices for managing OPEX in today’s changingclimate to drive growth

Henk Meyknecht, Chief Operating Officer Middle East & Africa at KEMPINSKI HOTELS

Henk Meyknecht

Chief Operating Officer Middle East & Africa
KEMPINSKI HOTELS

Abdulaziz Alshamsan, Executive Director General of Customer Experience & Digital Transformation at Ministry of Labor & Social Development, Saudi Arabia

Abdulaziz Alshamsan

Executive Director General of Customer Experience & Digital Transformation
Ministry of Labor & Social Development, Saudi Arabia

Klaas van Asten, Director Business Excellence - Asia Pacific at LEGO Group

Klaas van Asten

Director Business Excellence - Asia Pacific
LEGO Group

Santosh Balan, Sr. Manager - Technology Delivery, Integration & Innovation at AL MASRAF

Santosh Balan

Sr. Manager - Technology Delivery, Integration & Innovation
AL MASRAF

Keynote Panel Discussion

Effective business transformation allows your business to thrive and grow through strategic and innovative decisions in response to changing landscapes. Transformation is not easy with many companies failing because they are not prepared for the high level of integration and alignment required throughout the organisation.

This exclusive session will demonstrate how to deliver transformation value and avoid failure by aligning, integrating and communicating with people, processes and technology to achieve their goals.

Senior leadership will acknowledge:
  • The golden triangle: Why people, process and technology alignment is a crucial component to business success
  • How to successfully achieve strong interconnectivity between people, processes and technology
  • Strategy alignment: How to align, integrate and communicate strategies through the entire organisation to ensure a successful execution
Toomas Kästik, Digital Government Consultant at Enterprise Estonia

Toomas Kästik

Digital Government Consultant
Enterprise Estonia

Ali Nurcan, Senior Vice President – Transformation & Delivery Management at DU

Ali Nurcan

Senior Vice President – Transformation & Delivery Management
DU

Zoeb Adamali Madraswala, Vice President - Risk at ABU DHABI FINANCE PJSC

Zoeb Adamali Madraswala

Vice President - Risk
ABU DHABI FINANCE PJSC

Steve Snowdon, Head of Lean at Mashreq Bank, UAE

Steve Snowdon

Head of Lean
Mashreq Bank, UAE

Soheyl Mohammad Ziaie Kadjani, Vice President - Agile Delivery, Head of Scrum Masters Chapter at EMIRATES NBD

Soheyl Mohammad Ziaie Kadjani

Vice President - Agile Delivery, Head of Scrum Masters Chapter
EMIRATES NBD

Paul McLeod, Chief Operating Officer at EMIRATES INSURANCE COMPANY

Paul McLeod

Chief Operating Officer
EMIRATES INSURANCE COMPANY

10:00 am - 10:30 am How Is Takaful Emarat Transforming From A Traditional Insurance Provider To An Industry Disruptor At The Forefront Of Innovation

CEO Perspective – Keynote

Takaful Emarat – the leading Sharia Compliant Life and Health insurance provider in the UAE has undergone a journey of digital transformation as a part of the company’s strategy to grow and increase profitability.

Strategic leader, Fadi Hindi has been tasked with executing an organisation-wide transformation strategy embracing innovation and disruptive technologies to achieve business excellence.

In this exclusive fire-side chat, Fadi will answer key questions on how to drive your business transformation programmes from inception to success.

Questions to be discussed:
  • Why was it important for Takaful Emarat to embark on a digital transformation journey?
  • What steps have you taken to ensure Takaful Emarat is a business environment that nurtures and harnesses collaborative creativity?
  • What are the key attributes of a great leader when undergoing transformation?
  • What challenges have you faced during organisational transformation and how did you overcome them?
Fadi Hindi, Chief Executive Officer at TAKAFUL EMARAT INSURANCE

Fadi Hindi

Chief Executive Officer
TAKAFUL EMARAT INSURANCE

10:30 am - 10:50 am Achieving OPEX In The Worlds’ Busiest Airport: Creating A Customer-Centric Strategy To Drive Business Excellence To 90 Million Passengers A Year

Keynote Presentation

It is essential that companies reinvent their processes to align with customers needs to not only remain competitive and stay in the game, but capture new sources of value and revenue streams. Often, companies fail to maximise their efforts because they focus only on the front-end experience and not change the backend operations that sustain it and therefore customer experience is not sustainable.

Dubai Airports has retained top position as the world’s busiest airport for over 5 years. This exclusive session will demonstrate how Dubai Airports delivers operational excellence to 90m+ passengers per year in a capacitylimited airport and why putting the customer at the heart of their processes is the key to business success.

In this session, we will examine:
  • How to plan business transformation from the perspective of the customer to increase loyalty and overall ROI
  • Redesigning operational processes to meet consumers demand and achieve end-to-end business excellence
  • Secret to success - Exclusive Dubai Airport operational excellence insights
  • A Red Arrows perspective: Can process excellence benefits from military techniques?
Damian Ellacott, Vice President - Airport Operations Control Centre at DUBAI AIRPORTS & FORMER RED ARROWS

Damian Ellacott

Vice President - Airport Operations Control Centre
DUBAI AIRPORTS & FORMER RED ARROWS

10:50 am - 11:20 am Next-Gen Business Process Management: How the Islamic Development Bank is adopting a simple yet collaborative BPM approach to sustain Operational Excellence

Session sponsored by Signavio
·         Need for resuscitating BPM in the organization
·         Adopting a next-generation methodology by making BPM more accessible, inclusive and collaborative, while learning and building from past experience
·         How Signavio proved to be a strategic enabler for our approach
Muhammad Ismail bin Shahul Hameed, Center of Competence Lead - 1Process BPM Program at ISLAMIC DEVELOPMENT BANK

Muhammad Ismail bin Shahul Hameed

Center of Competence Lead - 1Process BPM Program
ISLAMIC DEVELOPMENT BANK

11:20 am - 11:55 am Speed Networking & Coffee Break Swap Business-Cards And Break The Ice With Your Fellow Participants To Start Making Those Valuable Connections

RE-ENGINEERING YOUR PROCESSES AND OPERATIONS TO ACHIEVE BUSINESS TRANSFORMATION IN A DIGITAL WORLD AND DRIVE INNOVATION

11:55 am - 12:20 pm The Roadmap To Success: Moving From Operational Excellence To Operational Innovation In Order To Transform Your Company And Compete On A Global Scale

C-level Onstage Interview

Traditionally companies have solely focused on operational excellence. However, in order to grow value and compete on a global scale, companies are creating excellence in execution and value creating innovation by incorporating operational innovation into their operational excellence strategy.

Companies have been able to revolutionise their operations by investing in their ability to challenge the status quo. Operational innovation has been the centre of some of the greatest stories in business history such as McDonalds, Dell, Toyota and Walmart. It is therefore no surprise that many organisations are focusing on transitioning their people, organisation and strategy to drive operational innovation.

This exclusive session will demonstrate that while companies cannot ignore this competitive advantage, achieving operation innovation is a complex process and must be properly managed.

In this session, we will examine:
  • Operational Excellence Vs. Operational Innovation: Why your company must go beyond operational excellence to survive
  • The crucial steps to developing end-to-end global operating strategies that drive profitable growth and take charge of innovation execution
  • Understand the hurdles that can block innovation and what separates the successes from the failures

Ross Maclean, Group Chief Digital Officer at GEMS GLOBAL

Ross Maclean

Group Chief Digital Officer
GEMS GLOBAL

12:20 pm - 12:40 pm A Human-Centred Approach: Is Design Thinking The Key To Accelerating Innovation And Creating Customer-Centric Experiences?

Regional Presentation

There is no doubt that technology drives innovation but if you do not listen to the needs of your customers then ultimately your business will fail. To survive, succeed and evolve in today’s world, it is essential for companies to see through the eyes of the customer and generate products and services that improve the lives of their customers. Technology alone will not ensure success.

This exclusive presentation will demonstrate how successful companies such as Apple, Coca Cola, Nike and IBM flourished in innovation and creativity by putting design thinking at the core of their strategy development and organisational change processes.

In this session, we will examine:
  • An overlooked key to growth? How design thinking has transformed from a buzz word to a business concept with real value
  • How adopting design thinking methodology into your business processes allows you to ‘rethink and reimagine’ the customers journey driving increased customer satisfaction and ROI
  • Acknowledge how design thinking allows your company to embraces uncertainty and minimise the risk of innovation
Lays Laraya, Director of Quality at EMERALD PALACE KEMPINSKI DUBAI

Lays Laraya

Director of Quality
EMERALD PALACE KEMPINSKI DUBAI

12:40 pm - 1:10 pm Nintex: The only complete end-to-end Process Platform for true Process Excellence

Session sponsored by Nintex
Yazan Hilal, Partner Account Manager - EMEA Emerging Markets at Nintex

Yazan Hilal

Partner Account Manager - EMEA Emerging Markets
Nintex

Moosa Al Balooshi

Business Application Manager
ENOC

1:10 pm - 2:10 pm Lunch And Networking

RAISING SUPPLY CHAIN PERFORMANCE TO NEW LEVELS THROUGH THE INTEGRATION OF ADVANCED TECHNOLOGIES

Interactive Panel Discussion

To remain competitive, leading organisations such as Apple, HP, Shell and Deloitte are transforming themselves into digital enterprises.

Digital transformation involves radically changing your business processes and with the instantaneous nature of today’s world, it is essential they do not lose any lag time in implementing new processes or updating old ones. This exclusive session will discuss how advanced technologies are changing the daily functions of organisations and an effective process driven strategy for digital transformation.

Senior leadership will acknowledge:
  • How to utilise advanced technologies to create frictionless customer interactions and processes
  • How to drive business process transformation through AI, Robotics and Analytics to outperform competition
  •  Leveraging advanced technologies with traditional improvement methodologies to drive process transformation



Shikha Gupta, Head of Operational Excellence at AXA INSURANCE GULF

Shikha Gupta

Head of Operational Excellence
AXA INSURANCE GULF

Ross Maclean, Group Chief Digital Officer at GEMS GLOBAL

Ross Maclean

Group Chief Digital Officer
GEMS GLOBAL

Kumar Prasoon

Group Chief Information Officer
AL SAFEER GROUP

Tarek AbdelKhalek, Digital Transformation Lead & Business Process Innovator at DUBAI CUSTOMS

Tarek AbdelKhalek

Digital Transformation Lead & Business Process Innovator
DUBAI CUSTOMS

2:40 pm - 3:10 pm The Big Debate: The Robots Are Coming. Is Your Business Ready?

Regional Case Study

People based services delivery model has evolved over the past 25 years. Organizations are using Robotics to automate tedious tasks and devote more time to their customers and higher-value work at reduced cost. But is RPA possible for every organization? How do you know which process should be automated?
In this session, we will examine:
·         Man vs. Machine: Critical considerations when choosing which process to automate
·         Importance of choosing the right solutions and partners
·         How RPA can spearhead your operational excellence strategy
·         Need for building the right culture, support structure and governance

Amar Ahluwalia, Regional Head of Operations - Middle East, Africa & Turkey at METLIFE

Amar Ahluwalia

Regional Head of Operations - Middle East, Africa & Turkey
METLIFE

  • Why the need for optimisation?
  • Assessing the current state of your organisation
  • Transform your organisation to a future state of optimisation
Robert Hutcherson, CEO/Founder at Optimize Consulting, Inc.

Robert Hutcherson

CEO/Founder
Optimize Consulting, Inc.

Lee Winters

Senior Director of Strategy Optimization
Optimize Consulting, Inc.

3:25 pm - 3:40 pm Afternoon Break & Book-Signing By Optimize Consulting, Inc.

Interactive Discussion Groups

PROCESS EXCELLENCE

3:40 pm - 4:05 pm Improving and redesigning your process from a customer perspective

Paul McLeod, Chief Operating Officer at EMIRATES INSURANCE COMPANY

Paul McLeod

Chief Operating Officer
EMIRATES INSURANCE COMPANY

PROCESS EXCELLENCE

4:05 pm - 4:30 pm Combining continuous improvement and Automation to revolutionise customer experience

Paul McLeod, Chief Operating Officer at EMIRATES INSURANCE COMPANY

Paul McLeod

Chief Operating Officer
EMIRATES INSURANCE COMPANY

TECHNOLOGY EXCELLENCE

3:55 pm - 4:15 pm Use digitalisation as an OPEX tool to add value to the customer and increase the speed-to-market of your products

Audrey Jegu, CIO Transformation Manager at AXA Gulf Insurance

Audrey Jegu

CIO Transformation Manager
AXA Gulf Insurance

TECHNOLOGY EXCELLENCE

4:15 pm - 4:35 pm How can process mining deliver tangible business value

Audrey Jegu, CIO Transformation Manager at AXA Gulf Insurance

Audrey Jegu

CIO Transformation Manager
AXA Gulf Insurance

PEOPLE EXCELLENCE

3:55 pm - 4:15 pm Engage everybody to shape a “can do” culture across the organisation

Ashley Boots, Head of HR Operations and Transformation, Senior Vice President at NOOR BANK

Ashley Boots

Head of HR Operations and Transformation, Senior Vice President
NOOR BANK

PEOPLE EXCELLENCE

4:15 pm - 4:35 pm Create and develop leaders by providing a transparent overview of business processes and the role employees need to play

Ashley Boots, Head of HR Operations and Transformation, Senior Vice President at NOOR BANK

Ashley Boots

Head of HR Operations and Transformation, Senior Vice President
NOOR BANK

4:30 pm - 5:00 pm End Of Conference Day 1