About Let’s Talk Shop: Retail CX learnings from 2020 and trends for 2021 Digiconnect?

The pandemic has drastically changed the way consumers and retailers transact. Consumers in the Middle East and North Africa (Mena) are increasingly adopting online channels. Simultaneously, as consumers continue to get more options than before, customer retention has become the focus of online retailers. This need for customer retention has also spurred the growth of super apps. From Careem and Halan to Temtem and Yassir, on-demand mobility startups have shifted to become platforms with various e-commerce offerings, including food, grocery, and pharmacy delivery.

The verdict is clear – go digital or go bust. However, with decreasing margins and shrinking working capital, it’s easier said than done – unless you get your priorities for 2021 right. We’ve got some help.

Join the best minds in retail in this virtual boardroom as they dissect the year gone by and prescribe your customer service roadmap for 2021. Register now to learn:
How customer expectations changed in 2020 and predictions for 2021
Retail and e-commerce trends for 2021 from industry insiders
How your peers are adapting to these changes and the tech and process changes they’re undertaking

Benefits of Attending?

  • Discover why a digital-first retail experience 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 retail 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: Lets Talk Shop: Retail CX learnings from 2020 and trends for 2021
11:20 – 12:25 Panel discussion
12:25 – 12:30 Q & A and Closing remarks


Hamza Nihal, Vice President E – Commerce, Rubaiyat Luxury Fashion Group

Vishal Chopra, Head – ROW Marketing (India, ASEAN, ANZ, Middle East, Africa), Freshworks

Dr. Khaled Hafez Awedah, EVP of Strategic Development & IT, Abdul Samad Alqurashi

Mazen Khalil, Group IT General Manager, Arabian Oud

Who Will Attend Lets Talk Shop: Retail CX learnings from 2020 and trends for 2021

Senior management members with the below job titles from leading Retail organisations in the Middle East region:

  • CTOs
  • CIOs
  • CMO’s
  • Retail Operations head
  • Directors and heads of IT
  • Heads of Retail
  • Chief Experience Officer
  • Head of Innovation and Transformation
  • Customer Experience & Support Head

About Freshworks

Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks SaaS products provide a 360-degree view of the customer, are ready to go, easy to use and offer quick return on investment. Headquartered in San Mateo, Calif., Freshworks’ 3,000+ team members work in offices throughout the world. For more information, visit www.freshworks.com


    Please note that by registering to attend this virtual executive boardroom / conference you acknowledge and agree that the partners of the event can contact you with the contact information you have provided.