Thank you to everyone who joined us in Dubai for FUN. The energy, conversations, and shared learning truly made this event special.
✨ Key Moments:
Fireside Chat:
Rachael Carlis (Head of Customer Care, Wio Bank) and Vishal Bhardwaj (Head of Operations, Commercial Bank of Dubai) unpacked what it really takes to create a frictionless customer journey.
Some standout takeaways:
- Great CX starts with a great agent experience
- Moving from multiple tools → one unified workspace changes everything
- Agents are evolving from “ticket takers” → problem solvers & advocates
- AI works best when it supports humans, not replaces them
🧭 EX Track:
We explored what’s coming next:
- Freddy AI Copilot innovations
- How business teams can work more seamlessly
- High-level insights into D42
💡 CX Track:
- Freddy AI in CX — The Ground Reality: Honest, practical insights into AI adoption
- Freshworks CX Vision for 2026: Where customer experience is headed
🚀 The Bigger Theme:
Organizations are rethinking service- not just as support, but as a driver of growth, efficiency, and loyalty.
We’ll be sharing key resources, highlights, and learnings soon.
