About DigiConnect Customer Experience in the New Normal?

The COVID – 19 pandemic no doubt led to record increase in online activities with customers having to conduct almost all their transactions remotely and online.

This has led to 360 degrees change in customer behaviors, expectations and idea of service delivery causing a lot of organisations including the banking sector to upgrade and optimize their digital systems and online service platforms to meet up changing customers demand in this new normal.

As we enter the post-pandemic era, with increased possibility of a digital-only services becoming the new normal, organisation’s ability to satisfy customers in the digital space and deliver best-in-class customer experience will be the defining factor that will separates winners from losers in a highly competitive environment.

The DigiConnect Customer Experience in the New Normal virtual boardroom will bring together Chief Technology Officers, Chief Information Officers, Chief Digital Officers, Vice Presidents, Directors of Digital Innovation & Transformation, Heads of Innovation, Customer Experience Heads from the public and private enterprise in the Middle East region to reimagine the customer experience with a digital-first approach and discuss the challenges and the role of digital technologies and innovation in helping them lead their organization through this change.

Benefits of Attending DigiConnect Customer Experience in the New Normal

Discover why a digital-first approach strategy is the way forward and how you can adapt

Learn from use-cases and gain insight from your peers on how they are tackling the challenge of changes in customer behavior and expectations in the industry

Find out how you can rethink your organization’s customer experience and operations to improve efficiency, lower cost and improve overall customer satisfaction



Time Activity
11:00 – 11:05 Welcome note
11:05 – 11:20 Presentation: Rethinking your customer experience strategy during a pandemic and beyond
11:20 – 12:15 Panel Discussion
12:15 – 12:25 Open discussion and Questions & Answers
12:25 – 12:30 Closing remarks


Feras J. Ahmed

Chief Executive Officer, Silah Gulf

A seasoned senior-level executive with cross-functional expertise, Feras has over 20 years of corporate experience, with a special focus in the Digital Services Industry. This includes a solid understanding and application of technology driven solutions across the Insurance, Banking, Telecoms and Government sectors. At Silah, Feras has established and led high performance teams across IT, Operations, Finance, Human Capital and Marketing and has successfully implemented technology as a business enabler for customer experience excellence.


Who Will Attend DigiConnect Customer Experience in the New Normal?

Senior management members with the below job titles from government, banking, financial services and insurance sector, retail, telcom in the Middle East region:
  • CEOs
  • CIOs
  • CTOs
  • CXOs
  • CDOs
  • VP IT
  • General Manager
  • Head of Innovation and Transformation
  • Customer Service Experience Head
  • Digital Banking Heads

About Silah Gulf

Headquartered in the Kingdom of Bahrain, Silah Gulf is a leading, multi award-winning Customer Experience solutions provider. Launched in 2009, as a joint venture in the Middle East by Bahrain’s Government and UK-based Merchants (Dimension Data), Silah has operations in Bahrain, Kuwait and Saudi Arabia.

With a unique mix of tools, expertise and a proven track record of over 35 years in the industry, we deliver end-to-end customer experience solutions for our clients. We are experts in driving innovation and take a consultative, yet pragmatic approach with real-world operational experience. Offering a full spectrum of services, we advise companies on how to transform their customer experience infrastructure, provide specialist training and certification, deploy high-tech solutions, as well as handle the running of the entire customer service operations.

Being in the service industry, we are passionate about our people and take pride in what we do. Our ability to attract the best talent, coupled with our rich history of success and innovation across different industries, is what sets us apart from our competitors.



Contact Us



+971 4 568 7800
Apex Atrium Motor City - Dubai