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Banking & Finance Congress 2018

The Future of Customer Experience in the Finance Sector – Transforming the Industry with Digital CX

Dubai, December 11, 2018


The banking and finance sector is being redefined by the rise of artificial intelligence, automation, blockchain, and fintechs. Financial institutions used to think that "service" is what differentiated one financial brand from another, but today the digital experience is paramount when it comes to separating the industry's winners and losers.

Consequently, customer-focused financial institutions have to find the best methods of using digital technologies to differentiate themselves from their competitors. They must ensure that the digital elements of the customer experience reinforce the physical experience in a satisfying manner while making appropriate use of artificial intelligence and legacy systems. And they must manage the intersection of emotion and technology in the retail banking space, all while trying to seamlessly integrate legacy systems and meet complex compliance requirements.

IDC's Banking & Finance Congress 2018 will explore these issues and more, bringing the industry together with hand-picked IT providers to analyze solutions and present a digital vision for the future. The agenda will combine informative debates, robust case studies, and essential insights from influential industry thought leaders, all with the aim of helping BFSI organizations stay ahead of the customer experience curve.



Time Event & Speakers

Registration & Networking


Welcome Note

Ranjit Rajan
Associate Vice President – Research, IDC Middle East, Turkey & Africa (META)

Navigating Transformation in Banking: Technology Disruptions Shaping the Industry

Banks are increasingly striving to balance rationalization and efficiency gains with innovation in customer experience. As new paradigms such as digital banks and open banking push the limits of the banking ecosystem to absorb more innovation and collaboration, and customer experience (CX) takes center stage, intelligent automation of customer-facing operations and back-office processes is driving operational efficiencies and cost savings. In this session, IDC will discuss the latest trends shaping the digital transformation of the region's banking industry and showcase global best practices.


Panel Discussion: The Future of Customer Experience in the Finance Sector – Transforming the Industry with Digital CX

Ranjit Rajan
Associate Vice President – Research, IDC Middle East, Turkey & Africa (META)
Mudit Saxena
Former Head of Retail - Commercial Bank of Dubai
Jameel Khan
Head of Strategy – Mashreq Bank
Anshul Srivastav
Chief Information Officer-Union Insurance Company P.S.C
Shyam Kesarwani
Head of Enterprise Architecture and Solution Delivery - RAK Bank
Banks are increasingly looking to build out multi-channels to provide more effective online and mobile experiences and shift traffic away from physical branch space. Leveraging technologies such as video, conversational AI, and robotics, banks can now further redesign customer interactions, and with a foundation of big data analytics, harness the ability to provide hyper-personalized services, thereby transforming the customer experience. This session will discuss the current state of customer experience, the role of digital technologies, and the challenges and opportunities that lie ahead for the industry.


Tea/Coffee & Networking Break


Transformation Through Innovation

Mark Hosking
Head of Emerging Technology Sales - Red Hat CEMEA

This session will explain how enterprises can leverage innovation to address the market challenges they face, drive transformation, and deliver tangible business value.


Future of Banking

Charbel Khneisser
Regional Director Pre Sales, METNA - Riverbed


Banks are on the cusp of seizing a great opportunity. While they have made significant progress towards delivering a seamless digital customer experience, they are missing the final piece of the jigsaw. This presentation will explore the essential checkpoints that any retail bank must address if it is to perfect the customer journey and explain how to gain a critical competitive advantage in the market. It will also examine the three key considerations for banks wishing to get the most out of their IT estate – consistency, visibility, and going the extra mile.


4k UHD Customer Experiences for Banking

Vijay Jaswal
CTO, Middle East and Turkey – Software AG

Televisions have seen a huge transformation over the last 20 years – smart, innovative, clarity, ease-of-use are all keywords that define the modern-day TV. This presentation will explain how these very same keywords can be applied to the banking customer experience through use of innovative digital business platforms.


The Future of Cybercrime Investigations

Alister Shepherd
Director, MEA – Mandiant

Cybercrime is a pervasive global issue that continues to grow in scale and complexity – it now constitutes a significant proportion of overall crime, possibly between one third and one half according to some estimates. However, there has been little progress in developing an effective approach to investigating cybercrime when judged by the capacity to prosecute or otherwise disrupt and deter cyber criminals. This presentation sets out a proposed approach for an effective cybercrime investigation framework, drawing on specific cases where joint investigations have been successful in different jurisdictions around the world. This approach will be critical to tackling cybercrime, and without it we would be left with a world where cybercriminals operate almost risk free.


Tea / Coffee & Networking


Lessons Learnt from Bank Data Breaches

Firas Hammad
Senior Security Consultant - Palo Alto Networks

This presentation will provide a walkthrough of the most recent data breaches in banks around the world and dissect the lessons learned from each. It will explain how these attacks were successful and how they could have been prevented, thereby protecting the organization from reputational damage.


Transforming Financial Services: Modernizing Your Datacenter

Ahmed Fathy Mostageer
Senior Regional Sales Manager - Nutanix

Financial services companies are facing a rapidly changing market with unprecedented competition propelling companies towards digital transformation. These pressures are forcing IT leaders to shift budget and resources towards driving growth, while still managing their overly complex legacy infrastructures. This presentation will show how financial services organizations can ensure application and data availability and security to comply with regulatory requirements and meet customer demands.


Mega Raffle – Win an iPhone X (through feedback forms)


Lunch & Networking


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General Information

Date & Time

Tuesday, 11th December 2018



Registration Fee

  • Free of Charge : For End Users


For More Information, contact:

Sughand Tolani - 04 3642189 / 056 4145987 /


To access this content, please enter the password you have received from IDC. If you do not have a password, please contact Shabana Mahadiwala via email, at

Photo Gallery


Hotel-Jumeirah Creekside Hotel

Ballroom Name- Day & Night Ballroom

Contact Us

Shabana Mahadiwala

Conference Director

+971 56 414 5986

About IDC

54 Years | 1100 Analysts | 110 Countries

International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. With more than 1,100 analysts worldwide, IDC offers global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. IDC's analysis and insight helps IT professionals, business executives, and the investment community to make fact-based technology decisions and to achieve their key business objectives. Founded in 1964, IDC is a wholly-owned subsidiary of International Data Group (IDG), the world's leading media, data and marketing services company. To learn more about IDC, please visit