About The Digital Citizen Experience DigiBoardroom

Citizens can be frustrated when their digital government services do not match their private-sector online experiences. These citizens are also digital customers and in today’s age they are used to receiving effective and seamless experiences from brands that continuously reinvent themselves to predict what customers want to match the ever-changing customer needs and behaviors, sparked by the proliferation of new customer engagement technologies such as AI, and other new customer communication channels.

To transform themselves and meet this shift in expectations, governments need to go beyond, using add-on technologies to existing systems and processes, and need to have a citizen-engagement solution that is “living and growing”. A solution that can scale to the needs of their citizens; a future-proof solution that provides a modern framework capable of growing and adapting to new technologies and the citizens’ changing needs and behavior.

Benefits of Attending

  • Learn how governments can effectively cater to their digital citizens’ needs
  • Explore what other governments entities doing right now to improve their services and customer experience


Time Activity
11:00 – 11:05 DigiBaordoom Chair welcome remarks
11:05 – 11:25 Overview of Genesys’s vision, trends, and drivers for change to citizen experience
11:25 – 11:35 IST intro – role of segmentation of the different government sectors in identifying their respective customer needs
11:35 – 12:00 Panel discussion: Citizen experience in the digital age – Challenges faced in delivering an effective citizen experience and how to resolve them

  • Eng. Ali Abuzinjal, Digital Transformation Director, Sharjah Research, Technology and Innovation Park
  • Bakhita S. Al Ahbabi, Project Manager, Al Ain Technology Department, Department of Tourism and Culture, Abu Dhabi
  • Shabir Ali, Technology Projects Program Manager, Oredoo Oman
12:00 – 12:15 Q&A session


Mohamed Afifi

Managing Director at Genesys Middle East

Mohamed Afifi is the Managing Director at Genesys in the Middle East. In his role, Mr. Afifi is responsible for overseeing Genesys operations in the region including sales, customer success, channel and field operations. He is responsible for developing and executing the company’s technology vision, strategy and go-to-market strategies to drive continued business growth

Pierluigi Pace

Senior Principal Business Consultant, Genesys EMEA

Pierluigi Pace is a Genesys Strategic Business Consultant with 15 years of experience in innovative programs that transform and digitise customer operations, connecting the dots between marketing, sales and service.

He supports value design and realisation for our Genesys strategic EMEA customers, with a focus on agile-inspired and cloud-based transformations.

Passionate about artificial intelligence, he is also the inventor of the Genesys “Robotic Intelligent Quotient”, US patent issued in March 2021.

Boris Najafov

Managing Solution Consultant, IST Networks

Boris is an international customer experience systems integrator, with over 15 years of experience in the contact center industry and customer experience technologies.

Additionally, he is a published author for the book “Your Call is Important to Us: a beginner’s guide to the contact center and customer experience technologies”.

In his free time, when he is not designing customer experience solutions or writing books, Boris trains for the international renowned triathlete IRON-MAN competitions, in fact he completed ten (10) 70.3 IRON-MAN competitions.

Bakhita S. Al Ahbabi

Project Manager, Al Ain Technology Department, Department of Tourism and Culture, Abu Dhabi

Eng. Ali Abuzinjal

Digital Transformation Director, Sharjah Research, Technology and Innovation Park

Eng Ali is an Emirati engineer and entrepreneur with over 18 years of experience in telecom, smart cities, data privacy and technology business development.

He holds a master’s degree of Science in Electrical and Computer Engineering for Khalifa University. Currently, he is working at the Sharjah Research, Technology and Innovation Park, a government research institute, established to promote future technologies and create socio-economic impact through the commercialisation of research projects initiated at universities.

Shabir Ali

Technology Projects Program Manager, Oredoo Oman

Shabir is a dynamic, articulate and forward-thinking ICT expert with over 15 years of solid experience in digital transformation, ICT, O&M process design, improvement, operation support system (OSS), digitisation, quality assurance and control field working for top digital technology companies and corporate clients.

He is an adept communicator with experience in liaising between business and technical units to achieve on-time, on-budget, and on-spec project completions. Well versed in driving solutions for the process improvement, automation and ICT transformation; a visionary with the ability to serve as a catalyst to create a culture of quality ownership across all roles, advance test engineering practices through strategic initiatives; and a technical leader in the design and implementation of the automation strategy for multiple product development teams.

Who Will Attend

Senior management members with below job titles from government and public sector the region:

  • Chief and Head of Information Officer
  • Chief and Head of Customer Experience
  • Chief and Head of Digital transformation
  • Chief & Head of Customer Happiness

About Genesys

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, Genesys technology connects every customer moment across marketing, sales and service on any channel while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact centre platform designed for rapid innovation, scalability and flexibility. For more information please vist https://www.genesys.com /

About IST

IST is an award-winning customer experience (CX) systems integrator dedicated to delivering localised CX solutions to all verticals within the Middle East and Turkey. IST employs over 250 personnel, across six countries, making IST the largest dedicated CX solution provider in the region.

IST’s portfolio of products and services include: Contact Center (Cloud, Hybrid or on-Prem), Customer Engagement Systems (Cloud or on-Prem), Contact Center Agent Desktops, Speech and Language (Arabic and English), Mobile Transactional Security, Digital Signage, Workforce Management, Workload Distribution, Customer Journey Analytics, Robotics Process Automation, Enterprise Mobile Apps, Customer Feedback Management, and many more.

IST has received many industry awards by leading experts in a number of key areas: -innovation and R&D, Service Delivery, Project Implementation and Customer Satisfaction For more information please vist https://www.istnetworks.com/


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