Humans & AI in Harmony: Transforming Omnichannel & Self-Service
When?
April 16, 2025 09:00 am - 04:00 pm
Where?
Burj Al Arab Hotel (Al Suha Room), Dubai
Explore the latest novomind iAGENT product updates and strategies shaping the future of customer service at the novomind MEA Forum 2025. Join us for an exclusive opportunity to connect with industry experts, discover AI omnichannel solutions, and unlock new possibilities for your business.
Here's a sneak peek at the exciting highlights we have in store:
Celebrating 25 Years of Innovation – A look back at novomind’s journey and what’s next for the future.
AI & Humans in Harmony – How AI and human expertise can work together to transform customer experience.
The Next Generation of AI-Driven Self-Service – Latest advancements in chatbots, automation, and AI-powered customer interactions.
novomind iAGENT – The Future of Omnichannel AI – Live demos showcasing how AI enhances contact centers and self-service solutions.
New Strategic Technology Partnerships & Innovations – Announcing key partnerships and integrations shaping the future.
Customer Best Practices & Success Stories – Real-world insights from leading enterprises leveraging AI-powered customer service.
Hossam Amer, CEO, novomind MEA Mohamed Tantawi, CRO, novomind MEA
10:35 - 10:55
novomind Global Update
Stefan Grieben, CEO, novomind AG
10:55 - 11:20
Adoption of WhatsApp in the Public Sector: Latest Features and Updates
Ahmad Shehada, Head of Government & Social Impact Middle East and North Africa at Meta
11:20 - 11:40
Best Digital Marketing Practices to Boost Customer Engagement
Aykut Keskin, Co-Founder at Senfonico
11:40 - 12:00 Break
12:00 - 12:20
Best Practice from Current Customer
Mushal Alsubousi, Director of Contact Centre, Ministry of Foreign Affairs UAE
12:20 - 12:40
Optimised Workflows on all Channels with novomind iAGENT Assist; Product Updates & Outlook on novomind iAGENT 13
Sven Tunnermann, Product Manager novomind iAGENT, novomind AG
12:40 - 12:55
Best Practice from Current Customer
Samer Abu Haya, Chief Information Officer, Al Zahra Hospital Dubai
12:55 - 01:15
Best Practice from Current Customer
Dana Alzaim, Customer Service Manager, Tawzea by E7 Group
01:15 - 02:30 Lunch
02:30 - 02:45
DEMO of novomind iAGENT true AI Omnichannel
Amr Afifi, Software Delivery Manager, novomind MEA Mohammed Essam, Solution Consultant, novomind MEA Mahmoud Eldanein, Technical Team Lead & PM novomind MEA
02:45 - 03:05
Efficiency Meets Customer Satisfaction: Call Integration in novomind iAGENT
Thomas Biesterfeldt, Product Manager novomind iAGENT, novomind AG
03:05 - 03:15 Break
03:15 - 03:30
Upcoming Trends in the Context of AI and Customer Service
Hossam Amer, CEO, novomind MEA
03:30 - 04:00
Pannel Discussion - Q&A - Closing Remark
Hossam Amer, CEO, novomind MEA Stefan Grieben, CEO, novomind AG Sven Tunnermann, Product Manager novomind iAGENT, novomind AG Ferda Saszade Elden, Regional Sales and Partnerships Manager, novomind MEA
Guest Speakers at novomind MEA Forum 2025
Samer Abu Haya
CIO, Al Zahra Hospital Dubai
Mushal Alsubousi
Director of Contact Centre, Ministry of Foreign Affairs UAE
Dana Alzaim
Customer Service Manager, Tawzea by E7 Group
Ahmad Shehada
Head of Government & Social Impact Middle East and North Africa (MENA), Meta
Aykut Keskin
Co-Founder, Senfoni.co
novomind Speakers at novomind MEA Forum 2025
Hossam Amer
CEO, novomind MEA
Stefan Grieben
CEO, novomind AG
Mohamed Tantawi
CRO, novomind MEA
Ferda Saszade Elden
Regional Sales & Partnerships Manager Türkiye & MEA, novomind MEA
Thomas Biesterfeldt
Product Manager novomind iAGENT, novomind AG
Amr Afifi
Software Delivery Manager, novomind MEA
Sven Tunnermann
Product Manager novomind iAGENT, novomind AG
About novomind MEA
novomind AG develops tailored software solutions for customer service and digital commerce across the world. The highest level of dedication, maximum customer focus and close collaboration across all levels are at the centre of its product development and implementation. As an owner-managed company in Germany, novomind is one of the marketleading providers of AI-based software and services from a single source and specialises in companies in the enterprise segment. Its portfolio includes standardised yet flexible-to-use software products such as novomind iAGENT.
We know that achieving exceptional customer service requires more than just delivering consistent responses across allchannels. The key is to provide a seamless, personalised experience for each customer. Our omnichannel contact center software connects market leaders with their customers around the world 24/7, and has been doing so for over 20 years.
novomind MEA is the Middle East, Africa and North Africa operation for novomind, we have big and strong local presence with the best software developers, support and senior consultant teams to be close to our customers and support our partners.
