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Humanizing Technology to Drive the Future of Retail

23rd June 2022

Country Focus: UAE

Event Overview

The future of retail is booming with retail sales being projected to amount to around $30 trillion by 2023 (Statista). Nevertheless, with every year passing the retail and e-commerce landscape is changing rapidly with the adoption of new technology and innovation, which was accelerated by the pandemic.

Omnichannel CRMs, VR and AI are all contributing to a shift in how consumers shop today and how they will shop tomorrow. That combined with human talent and interactions creates the buyer’s unique journey. Whether in-store, online, or a hybrid of both, the customer experience has greatly evolved, and we’ll explore what that means for your business and beyond.

Join the RAYA CX boardroom to hear from CX and tech experts on how to successfully combine human talent and tech to create a seamless customer journey. Learn how certain tools and strategies can help your business increase ROI, retain customers and gain customer loyalty

Our Speakers

Ralph Edwards

Mr. Rami Sweis

CEO, Gulf CX (a RAYA CX company)

Ralph Edwards

Mr. Sam Hanna


Ralph Edwards

Mr. Adam Rathbone

Consultant EMEA, LivePerson

Ralph Edwards

Ms. Ekta Kamran

General Manager, Apparel Group

Ralph Edwards

Ms. Bernadette Geagea

Customer Care Director – Ecommerce, Chalhoub Group

Virtual Boardroom Agenda

1:00 PM – 1:10 PM
Introduction and welcome
About The Event’s Host: RAYA CX Quick Facts + Case Study : Rami Sweis
1:10 PM – 1:35 PM
Live Person Presentation : Adam Rathbone
1:35 PM – 1:50 PM
Balancing Automation and the Human Touch for Superior CX : Sam Hanna
1:50 PM – 2:00 PM
Chalhoub Group Case Study : Bernadette Geagea
2:00 PM – 2:10 PM
Apparel Group Case Study : Ekta Kamran
2:10 PM – 2:20 PM
Q & A
All the Speakers


What we do
RAYA CX provides next-generation customer support on behalf of clients across many verticals. RAYA CX has been the customer experience partner and global services provider for Fortune 1000 companies in North America, Europe, the Middle East, and Africa since 2001. Delivering from the most competitive and highly skilled labor markets, RAYA CX provides an array of integrated business process outsourcing solutions supported by robust strategies, continuous improvement, and innovation.

Profile of Attendees



Heads of Payments

Payments Architects

Heads of Transaction banking

Head of Corporate Banking

Head of Cash Management

Head of IT