Recognising Business Excellence from Across the World!

RECOGNISING BUSINESS EXCELLENCE FROM ACROSS THE WORLD!

FINALS AND AWARDS CEREMONY JUMEIRAH CREEKSIDE HOTEL, DUBAI WEDNESDAY 20TH & THURSDAY 21ST MAY 2015

www.ibxawards.com CONTENT 2

Page 3 Agenda

Page 4 Foreword (Message from CEO Neil Skehel)

Page 5 - 9 Schedule - Day 1

Page 9 - 11 Schedule - Day 2

Page 12 - 16 Entry Summaries - Sector Specific Categories

Page 16 - 22 Entry Summaries - Discipline Specific Categories

Page 22 - 23 Entry Summaries - Towards 2020 Categories

Page 23 - 26 Entry Summaries - People Categories

Page 27 Meet Our Judges

Page 28 - 29 Our Partners and Sponsors

Page 30 Finalists

Page 31 Upcoming Awards and Events

Page 32 Leaders Economic Forum

Page 33 IBX Awards Trophy and CXM Magazine

Page 34 Business Card Free Prize Draw

Page 35 Floor Plans AGENDA 3 Timetable (Wednesday 20th May 2015) 08.15 Judges’ and Finalists’ Registration opens 09.15 Finalists’ and Partners’ Presentations commence 11.00 Coffee break and networking 11.20 Finalists’ and Partners’ Presentations recommence 12.45 Lunch (Nomad Restaurant, located on the ground floor) 13.30 Finalists’ and Partners’ Presentations recommence 14.45 Coffee break and networking 15.05 Finalists’ and Partners’ Presentations recommence 16.40 Close (latest)

Timetable (Thursday 21st May 2015) 08.15 Judges’ and Finalists’ Registration opens 09.15 Finalists’ and Partners’ Presentations commence 11.00 Coffee break and networking 11.20 Finalists’ and Partners’ Presentations recommence 12.30 Drinks Reception starts 13.00 Gala lunch followed by Awards Ceremony 16.30 Close (latest)

FREE WIFI AVAILABLE: Log onto iJumeirah network and accept Ts and Cs. For assistance please visit the registration desk FOLLOW US AT @IBXAwards SHARE YOUR EXPERIENCE OF THE AWARDS BY USING #IBXAwards FOREWORD 4 Welcome to the inaugural International Business Excellence Awards 2015. The awards have been two years in the making and I am delighted to see the take up has been so strong, at this our first event.

The success so far of these Awards, the ultimate accolade for business leaders and their organisations around the world, is in no small part due to our entrants and judges. Thank you for your support.

Without our partners we could not have made it so far. A special thanks to: Dubai Department of Economic Development Cranfield School of Management Sharjah Tatweer Forum Abu Dhabi University Dubai Business Women Council Education Consortium ShiftIN Partners RUA Digital Invest Northern Ireland NEIL SKEHEL The Talent Enterprise CEO OF AWARDS INTERNATIONAL UAE

The UAE was chosen as the best possible location to hold the awards because of the leadership vision and innovation that is clear for all to see.

HH Sheikh Khalifa bin Zayed Al Nayhan, President of the UAE and HH Sheikh Mohammed bin Rashid Al Maktoum, the Prime Minister of the UAE and the Ruler of Dubai are exemplary around the world for leading the growth and diversification of the UAE. Throughout our journey to create these awards our team has been continually inspired by HH Sheikh Mohammed’s words.

“Does running water stop when it reaches a rock? Of course not. It turns either left or right and continues its way. Likewise a positive person is confident that no challenge will stand in the way of achieving his or her goal” (Extract from the book “Flashes of Thought” by HH Sheikh Mohammed bin Rashid al Maktoum).

However, this is just the beginning. This is just the first year of the IBX Awards. We have many years to come.

Our vision is that the IBX Awards is the ultimate accolade for leaders and their organisations around the world and to showcase the wonderful innovation that is taking place in the UAE. Our goal is for the IBX Awards to make a significant contribution to Expo 2020, Dubai, and in due course the UAE Vision for 2021.

We hope you will continue with us for the duration – as partners, judges or entrants or winners. We are always looking for ways to improve what we are doing, so please feel free to let me know your thoughts. You can write to me via email at [email protected] or hopefully we can have a conversation at some point over the two days.

Thank you for your support.

Neil Skehel CEO Awards International. SCHEDULE 5 The schedule below follows the order in which the awards will be presented. Please arrive to register at least 30 minutes before your presentation slot. Presenters should be at their rooms 10 minutes before their presentation start time. DAY 1 (20th. May) Sector Specific Categories Education Auditorium 1

09:15-09:40 9:50-10:15 10:25-10:50 11:20-11:45

Abu Dhabi Police GHQ Doga Koleji GSD Middlesex University

OPEN PRESENTATION OPEN PRESENTATION CLOSED PRESENTATION OPEN PRESENTATION

Government Services Studio 2

09:15-09:40 9:50-10:15 10:25-10:50 General Authority of Islamic ADFCA Affairs & Endowments RTA

OPEN PRESENTATION OPEN PRESENTATION OPEN PRESENTATION

Technology and Smart Technology Studio 3

09:15-09:40 9:50-10:15 10:25-10:50 11:20-11:45 11:55-12:20 Dr. Sulaiman Al-Habib Dubai Statistics Dubai Trade etouches Pixel Projects Medical Group Center

OPEN OPEN OPEN OPEN OPEN PRESENTATION PRESENTATION PRESENTATION PRESENTATION PRESENTATION

14:05 -14:35 15:05-15:30 15:40-16:05

Apparel Group Home Centre Life Pharmacy

OPEN PRESENTATION OPEN PRESENTATION OPEN PRESENTATION

People Categories Employee Engagement Auditorium 1

11:55-12:20 12:30-12:55 13:30-13:55 14:05 -14:35 15:05-15:30 15:40-16:05 16:15-16:40

British Union Unitra Mets Apparel UAE Virgin Orchard Eros Group National Bank Group Group Exchange Megastore Nursery

OPEN OPEN OPEN OPEN OPEN CLOSED OPEN PRESENTATION PRESENTATION PRESENTATION PRESENTATION PRESENTATION PRESENTATION PRESENTATION

Discipline Specific Categories Customer Experience and Voice of the Customer Auditorium 2

09:15-09:40 9:50-10:15 10:25-10:50 11:20-11:45 11:55-12:20 Dr Sulaiman JLL Al Habib Department of Tassheel VFS GCC LLC Medical Group Transport Business Center

OPEN OPEN OPEN OPEN OPEN PRESENTATION PRESENTATION PRESENTATION PRESENTATION PRESENTATION

Follow us at @IBXAwards Share your experience of the Awards by using #IBXAwards SCHEDULE 7 Corporate Social Responsibility Auditorium 2

12:30-12:55 13:30-13:55 14:05 -14:35 15:05-15:30 15:40-16:05 16:15-16:40 Union Orion GMR Group National Bank Red Sea Mall ValuStrat Apparel Group Associates OPEN OPEN OPEN OPEN OPEN OPEN PRESENTATION PRESENTATION PRESENTATION PRESENTATION PRESENTATION PRESENTATION Innovative Solution Studio 1

09:15-09:40 9:50-10:15 10:25-10:50 11:20-11:45 11:55-12:20 Dubai Airport Free Drydocks World icflix Media Drydocks World Drydocks World Zone CLOSED OPEN CLOSED CLOSED OPEN PRESENTATION PRESENTATION PRESENTATION PRESENTATION PRESENTATION E-Commerce and Digital Experience Studio 1

12:30-12:55 13:30-13:55 14:05 -14:35 15:05-15:30 Commercial M/S Pixel Emirates Auction Bank of Dubai Digital Systems LLC Maestrano OPEN PRESENTATION OPEN PRESENTATION OPEN PRESENTATION OPEN PRESENTATION Customer Loyalty Studio 2

11:20-11:45 11:55-12:20 12:30-12:55 13:30-13:55 Dubai Islamic Bank Apparel Group UAE Exchange EmiratesNBD CLOSEDPRESENTATION OPEN PRESENTATION CLOSED PRESENTATION CLOSED PRESENTATION

Follow us at @IBXAwards Share your experience of the Awards by using #IBXAwards SCHEDULE 8 Strategy, Change and Transformation Studio 4

09:15-09:40 09:15-09:40 10:25-10:50 11:20-11:45

Arabian Automobiles - Dubai Police AW Rostamani InternsME Virgin Megastore

OPEN PRESENTATION OPEN PRESENTATION OPEN PRESENTATION OPEN PRESENTATION

Marketing, Social Media and Brand Studio4

11:55-12:20 12:30-12:55 13:30-13:55 14:05 -14:35 15:05-15:30 15:40-16:05 16:15-16:40

FP7 in FP7 in FP7 in Commercial collaboration collaboration collaboration Bank of Eros Group Apparel Red Sea Mall Group with Emirates with Emirates with Emirates Dubai NBD NBD NBD

OPEN OPEN OPEN OPEN OPEN OPEN OPEN PRESENTATION PRESENTATION PRESENTATION PRESENTATION PRESENTATION PRESENTATION PRESENTATION

Information Security Executive Studio 2

09:15-09:40 09:15-09:40 10:25-10:50 11:20-11:45

Roads and Transport Dr. Sulaiman Al-Habib ADFCA Union National Bank Authority Medical Group

OPEN PRESENTATION CLOSED PRESENTATION OPEN PRESENTATION CLOSED PRESENTATION

Follow us at @IBXAwards Share your experience of the Awards by using #IBXAwards SCHEDULE 9 Towards 2020 Categories Opportunity Executive Studio 1

09:15-09:40 9:50-10:15 10:25-10:50 11:20-11:45

Roads and Transport Authority VF Services LLC Virgin Megastore DIDEA

OPEN PRESENTATION OPEN PRESENTATION OPEN PRESENTATION OPEN PRESENTATION

Sustainability Executive Studio 1

12:30-12:55 13:30-13:55 14:05 -14:35 14:45-15:05

Dubai Airport Free Dubai Carbon Centre of Zone Excellence Bee’ah IMPA ACT

OPEN PRESENTATION OPEN PRESENTATION OPEN PRESENTATION OPEN PRESENTATION

DAY 2 (21st. May) Sector Specific Categories Professional Services Auditorium 1

09:15-09:40 9:50-10:15 10:25-10:50 11:20-11:45

Corporate Tassheel Himatrix Middle East Business Services Business Center FZCO World Security

OPEN OPEN OPEN OPEN PRESENTATION PRESENTATION PRESENTATION PRESENTATION

Follow us at @IBXAwards Share your experience of the Awards by using #IBXAwards SCHEDULE 10 Wellbeing and Health Studio 2 11:20-11:45 11:55-12:20 Life Pharmacy NMC Healthcare

OPEN PRESENTATION OPEN PRESENTATION

SME Studio 3

09:15-09:40 10:25-10:50 11:20-11:45 Bin Touq Fire Food Innovation and Safety Solutions Platinum Heritage OPEN OPEN OPEN PRESENTATION PRESENTATION PRESENTATION

Financial Services, Banking & Investment Studio 4

09:15-09:40 9:50-10:15 10:25-10:50 11:20-11:45

FP7 in collaboration with FP7 in collaboration with UAE Exchange Union National Bank Emirates NBD Emirates NBD CLOSED OPEN OPEN OPEN PRESENTATION PRESENTATION PRESENTATION PRESENTATION Hospitality, Leisure and Travel Executive Studio 1

09:15-09:40 9:50-10:15 10:25-10:50 SFC Group Platinum Heritage - India Palace VFS GCC LLC

CLOSED PRESENTATION OPEN PRESENTATION OPEN PRESENTATION

Follow us at @IBXAwards Share your experience of the Awards by using #IBXAwards SCHEDULE 11 People Categories Inspirational Female Leader Auditorium 2

09:15-09:40 9:50-10:15 10:25-10:50

The Education Consortium Virgin Megastore MyList FZ LLC

OPEN PRESENTATION OPEN PRESENTATION OPEN PRESENTATION

Inspirational Male Leader Studio 1

09:15-09:40 9:50-10:15 10:25-10:50 10:25-10:50

General Trade Eros Group Industries Pty Ltd UAE Exchange Union National Bank

OPEN OPEN CLOSED OPEN PRESENTATION PRESENTATION PRESENTATION PRESENTATION

Inspirational Emirati Male Leader Studio 2

09:15-09:40 9:50-10:15 10:25-10:50

Dubai Municipality tanfeeth World Security

OPEN PRESENTATION OPEN PRESENTATION OPEN PRESENTATION

Follow us at @IBXAwards Share your experience of the Awards by using #IBXAwards ENTRY SUMMARIES 12 Sector Specific Categories Education

Abu Dhabi Police GHQ Education Administration at Abu Dhabi Police implemented Scholarship Innovative Strategy towards Guaranteed Employment Opportunities (SIS-to-GEO) initiative to help in resolving unemployment issue.

GSD GSD® has developed Reggie®, one of the world’s first mobile applications that allows teachers to take the student register, anytime and anywhere.

Middlesex University In October 2013, Middlesex University launched the world’s first distance learning MSc in Building Information Modelling (BIM) Management, a process involving sharing and coordinating of digital and non-digital information about a building project throughout its lifecycle.

Doğa Schools Doğa Schools has a modern & innovative perspective in education; original education models, technological infrastructure at schools, the conceptual buildings, academic and athletic accomplishments. Financial Services, Banking & Investment

FP7 in collaboration with Emirates NBD To promote its new children’s savings plans to parents, Emirates NBD, started an experiment, “Hey Future Me…” sought to know what about the future do children really think about.

FP7 in collaboration with Emirates NBD Introducing SHAKE ’N SAVE - an easy to download app that transfers money from your checking to your savings account.

UAE Exchange REACH2016: REACH which stands for – “Race Effectively to Attain Commanding Heights” is an all- encompassing theme for UAE Exchange’s journey towards being “The Most Admired Global Brand In Money Transfer, Foreign Exchange and Payment Solutions”.

Union National Bank UNB is well known in the Banking fraternity for its prudent and wise lending and credit policies as well as customer centric strategies. ENTRY SUMMARIES 13 Government Services

Abu Dhabi Food Control Authority (ADFCA) ADFCA technology advancement initiative “Animals Identification and Registration System” (AIRS), a government initiative in line with international standards and best practices intended to have a mechanism for improving livestock planning, food safety, maintaining safety and sustainability of animal wealth.

General Authority of Islamic Affairs & Endowments (AWQAF) UAE established in 2008 the Official Fatwa Centre to provide religious rulings in Arabic, English and Urdu to unify sources of Fatwa and create a reference authority.

Roads and Transport Authority (RTA) Licensing agency is a subsidiary of RTA, the main asset for LA is e Traffic responsible for the entire range of services. By adopting RTA Performance Management System called (ADAA); ensuring departments are putting the right corrective actions whenever a decline is noticed. Hospitality, Leisure and Travel

Platinum Heritage Platinum Heritage conducts business with an eye to the four pillars of sustainability: respect for environment, preservation and protecting of culture, support of local communities and by being financially sustainable.

SFC Group - India Palace India Palace builds and sustains strong relationship with customers by rewarding loyal customers at different stages of the marketing and sales.

VFS GCC LLC Introduction of the biometric enrolment process led to changes in processes as well as increase in footfall. Overcoming Visa Application challenging aspects is a great learning to share. Professional Services Corporate Business Services Corporate Business Services has a successful journey and growth starting on a solid foundation since 2007 to deliver quality service characterized by professionalism to meet demands of international and corporate clients of all sizes. ENTRY SUMMARIES 14 Himatrix Middle East FZCO Himatrix was involved mainly on supporting authority to implement regulation as part of legal metrology under ESMA and train nationals on the process of verifications and requirements. Himatrix has developed a unique solution for legal verification of trade products and consumer safety verification.

Tassheel Business Center Being the voice of the customer for the governmental departments which aim customer satisfaction, and having the initiative of our strategic plan for “Tassheel Business Center” created and built on the governmental strategies, linked strategic goals with the ministries’ ones.

World Security WS always strives for eradicating Muda (Bottleneck) in its workflows and eradicates all parallel works and non-valued added functionalities. WS structure is a blend of functional matrix and project oriented matrix.

Retail Apparel Group AG formulate and implement a robust strategy for sustainable growth developing its critical success factors such as: Customer Service, Diversification of business, Targeting new Market Segments, Expansion into new territories, Learning & development of people, Developing Infrastructure & Internal capability, and Enhancing operational efficiency.

Home Centre Home Centre embarked on a journey to implement Commission models to Sales Associates and Delivery Crew, the two key customer touch points. We also invested in technology for better customer service like Proof of Delivery, Pinpoint application, planning module and weekly SMS communication of sales target achievement.

Life Pharmacy LIFE’s services stand out, as it has designed a fine blend of retailing experience with a human touch. LIFE Healthcare group has been a pioneer in introducing the first Healthcare Hypermarket in Dubai which is a most modern concept in the healthcare fraternity.

Pure Gold Jewellers Pure Gold Jewellers has three main initiatives implemented to enhance consumer confidence in diamonds: ADD programme, lifetime cash back on any diamond jeweler purchased from their stores, and first jeweler in UAE to be awarded ISO 9001-2008. ENTRY SUMMARIES 15 SME

Bin Touq Fire And Safety BIN TOUQ FIRE & SAFETY has worked with an impressive list of small and large client across the spectrum of sector. As a flexible service provider with a broad capability we are able to deliver against the tough demands of any client in any industry.

Food Innovation Solutions FIS is a unique SME providing consultancy to the food and beverage industry. There are a myriad innovative techniques and approaches designed through our enviable industry knowledge and experience.

Platinum Heritage Platinum Heritage have conducted business with four pillars of sustainability: respect for environment, preservation and protecting of culture, support of local communities and being financially sustainable. Technology and Smart Technology

Dr. Sulaiman Al-Habib Medical Group HMG’s investment in IT to establish smart technologically advanced systems, services and facilities was a success factor. Mobile Applications and self-services machines made available information required by patients whenever needed.

Dubai Statistics Center The center’s management initiated the “Smart Statistics” initiative as a fully-fledged suite promoting a significant transformation in the statistical framework adopted in Dubai spanning all phases of the statistical processing of data flowing electronically.

Dubai Trade Dubai Trade is the key player that integrates trade sector related e-services into a Single Window portal. TradeShield is a pioneering e-service that enables companies to request and obtain standard insurance policies, online. Dubai Trade developed standardized integration framework allowing multiple Insurance companies to quickly and easily join TradeShield platform. etouches etouches University is the first certification program of its kind from an event SaaS provider. This program is free for all etouches users and available online, on-demand. The robust courses give users the tools to leverage the platform to the best of its abilities. ENTRY SUMMARIES 16

Pixel Projects Consultation with Pixel Projects’ clientele presented an alluring challenge as they indicated that the idea of a uniform roll out of standardized AV systems across their international office portfolio was highly appealing. Pixel Projects decided upon a unique proposition and embarking on a vigorous global expansion programme. Wellbeing and Health

NMC Healthcare NMCH initiated a patient experience improvement project entitled ‘Patient First’ and comprised a 5-pronged approach. These were: Re-branding and up-gradation of hospital facilities, Implementation of a patient feedback system, Social media use to capture feedback, Appointment booking and reminder system digitization, and Profile segregation based on customer expectations. Discipline Specific Categories Corporate Social Responsibility

Apparel Group Initiative was Employee’s engagement in Corporate Social Responsibility for team building to increase workplace productivity and Brand building. Effective Implementation was by organizing initiatives on various social issues, effective communication, and partnership with stakeholders, and alignment of initiative with Brand Principle CSR.

GMR Group Our Entry deserves recognition on account of the following: Integral to Business Strategy & Operations - CSR initiatives are driven by the company’s vision towards ‘making a difference to society’, we have a dedicated team, resources, budget and activity goals to sustain CSR activities, and other.

Orion Associates Orion Associates, through its significant volunteer and charitable efforts, realized through policies that all employees will volunteer in the community. Orion established Headwaters Relief Organization that includes mental health support, disaster site clean-up and damage removal, and rebuilding assistance. ENTRY SUMMARIES 17

Red Sea Mall There are approximately 15,000 needy orphans in the Kingdom of Saudi Arabia that rely on the services of establishments, such as Dar Al-Zuhour. Red Sea Mall has chosen this worthwhile cause in order to provide much needed help and hope for a brighter future for these young girls.

Union National Bank UNB has consistently supported initiatives across various categories including Environment, Community, and Marketplace as well as Workplace related initiatives to drive employee awareness and participation, thereby ensuring that it plays an important and active role as a responsible Corporate Citizen.

ValuStrat ValuStrat Pro-Bono Advisory works with foundations, philanthropists, companies, non-governmental organizations, social entrepreneurs and social investors to help them rethink their goals and realign their strategies to achieve greater social impact; work is carried out by a combination of our own full time staff and external part-time Pro bono consultants.

Customer Experience and Voice of the Customer

Department of Transport The Department of transport faced the challenge of creating a true customer centric organization. Customer Care Division (CCD) worked on 2 levels; strategic and operational levels, to transform the DoT to a true customer centric organization that puts the customer is everything it does.

Dr Sulaiman Al Habib Medical Group Our faith that quality of services if not appreciated by patients so it did not achieve the primary goal and this faith always drives our decisions. The Management of Al Habib Medical Group has established seven key strategies for delivering patient-centric care.

JLL The Property and Asset Management division of JLL have turned traditional property management model for commercial office buildings on its head, by providing a refreshingly different approach to customer service. Creation of a unique ‘office-hotel’ concept, and embracing new philosophy introducing new standards and expectations into traditional commercial property environment.

Tassheel Business Center Impacting our business directly highlighting “Tassheel Business Center” as the main reference for any customer who needs to process any governmental transaction. This change has been achieved by specialized teams which set initiatives and applying them. ENTRY SUMMARIES 18

VFS GCC LLC VFS Global provided major solutions to NGOV to ensure the customers, clients, employees and stakeholders benefit from the unique and robust solutions with a smooth transition from old contract to new with minimal customer impact.

Customer Loyalty

Apparel Group No Cards only rewards is what you get when you register with Club Apparel. All you need is your mobile phone to register as a member and you start earning points immediately which can be redeemed at the next purchase. Loyalty brings in repeat business which over time is beneficial.

Dubai Islamic Bank “Customer First” is a bank-wide initiative launched to develop a culture of service excellence. The initiative is not just a marketing campaign, it aims to enhance customer loyalty and satisfaction, build sustainable long- term relationships, and continuously improve products and processes.

UAE Exchange UAE Exchange pays tribute to its customers by celebrating Customer Loyalty Month (CLM) - a month long celebration focused on creating a friendly and comfortable environment for the customers to enhance their experience. UAE Exchange has ensured that it honours customer loyalty through promotions and offers.

E-Commerce and Digital Experience

Commercial Bank of Dubai CBD integrated smart, conversational help technology as part of the new website. Virtual Banking Assistant Sara implemented to deliver data driven virtual personalised experience to customers. Sara gives CBD a means to engage conversationally with website visitors, also available to mobile users and digital kiosks in branch locations.

Emirates Auction When we started online auctions, we were holding 4 physical auctions a year. This was back in 2007. Currently, we hold 4 auctions every week and our yearly revenue is over 3 billion AED. We specialize in auctioning foreclosed & seized assets. ENTRY SUMMARIES 19

Pixel Digital Systems LLC The Applicant Pixel Digital Systems LLC have re-defined its entire go-to-market model, to facilitate a UAE based GCC regional leader in technology disruption to support the GCC visions to build regional competence and self-sustained growth. Pixel is automating and moving engagements to the cloud for automation and scalability.

Maestrano Maestrano is an advanced technological company, with a globally patented core technology and backed up by around $3m of investment from technology heavyweights. Maestrano is the answer to the vital need of all SMBs to increase their efficiency whilst keeping their cost down.

Information Security

Abu Dhabi Food Control Authority (ADFCA) The initiative taken in ADFCA ICT in the area of database security. The goals in front of the ADFCA ICT department was not only to implement a complete solution to ensures real time database security, but also that the solution should not hinder in the functioning of the business system.

Dr Sulaiman Al Habib Medical Group One of the key factors, which will build patient confidence, is the implementation of a comprehensive Information Security Framework (ISF). ISF lays a strong foundation for the robust information security for the organization, which has helped Dr. Sulaiman Al Habib Medical Group to certify ISO 27001:2013.

Roads and Transport Authority RTA initiated Enterprise Information Systems Governance Program to study and assess existing critical business applications and formulate a framework to improve IS governance, strengthen information security/ financial controls and achieve compliance with Enterprise Architecture practice. RTA also embarked on a corporate wide Information Security Awareness Program.

Union National Bank The setting up of UNB Group Security Operation Center (SOC) has helped to improve the organization’s ability to rapidly respond to malicious information security events, comply with industry standards and fully utilize the existing investments of Information Technology Infrastructure. ENTRY SUMMARIES 20 Marketing, Social Media and Brand

Apparel Group The Oscar Initiative by the brand ALDO part of Apparel Group, rolled out last year gave once in a lifetime opportunity to its users to attend one of most elite and coveted Elton John’s Oscar party along with shopping spree in ALDO, Los Angles.

Commercial Bank of Dubai CBD introduced ‘Facebook branch’ that enables customers to manage their everyday banking needs. This CBD Facebook application allows customers to bank when and where they want to with the information they need. The social branch is available on desktop and mobile, enabling customers to bank on the social network directly.

Eros Group Eros has defined and outlined a marketing strategy that constantly builds brand awareness, creates brand equity and delivers on consumer’s expectations for value and improved service levels. This research has resulted in our latest brand communication: THERE’S A LITTLE BIT OF EROS IN EVERY HOME.

FP7 in collaboration with Emirates NBD Emirates NBD’s Bon Appetit Dining program is a fantastic program for its credit cards that gives cardholders automatic discounts at over 1500 restaurants across UAE - but only if they use their Emirates NBD Credit Card to settle their bill.

FP7 in collaboration with Emirates NBD Emirates NBD made learning UAE’s culture fun and interesting through one of its owned media channels across UAE: ATMs-CDMs, replacing act of dispensing cash with dispensing culture. Introduced the world’s first CULTURE DISPENSING MACHINES – innovative ATM-CDMS that interact with people and encourages them to see, learn and experience Emirati culture.

FP7 in collaboration with Emirates NBD Emirates NBD wanted to increase people’s financial knowledge and literacy. So, we introduced The Banking Tube on YouTube – A Social TV channel by Emirates NBD that equips and informs consumers in UAE about topics related to financial literacy, banking and money management.

Red Sea Mall With the rise of the use of digital channels in Saudi Arabia, it has become essential to Red Sea Mall to start having two way communication with their audience around the kingdom. The use of social media has impacted mall’s awareness, sales, event attendance and customer service positively. ENTRY SUMMARIES 21 Strategy, Change and Transformation

InternsME InternsME aims to effect regional change, overcoming a crucial socio-economic challenge whilst helping companies grow & harness the potential of brilliant young minds on a strategic level to transform their businesses.

Arabian Automobiles - AW Rostamani AWR-A has embraced the Kaplan Norton way towards BSC management only to realize tangible returns across all business units. AWR-A’s BSC implementation achieved payback in sales volume, market share and instilled a culture of customer-centricity. The transformation of BSC, as a successful management tool, has led to many unique features in its implementation.

Dubai Police Dubai Police has employed cutting-edge video games technologies to create innovative virtual incidents ranging from crime scenes to traffic accidents to hostage scenarios in an engaging way that mimics real-life situations to allow the trainee to learn-by-doing to harness his skills in a safe and practical environment.

Virgin Megastore Virgin Megastore has been on a path of transformation and evolution in the region since 2006. By consistently identifying opportunities in line with the strategy of evolution, and answering continuously changing customer expectations, the team successfully repositioned it as the number one lifestyle entertainment retail destination in the Middle East.

Innovative Solution

Drydocks World Drydocks World has constructed the world’s biggest and deepest subsea storage facility consisting of a 45m x 45m x 25m structural tank complete with pile-sleeves and mud-mats. This was towed to an offshore location and floated over a Heavy lift Transportation Vessel (HTV) as preparation for sail away.

Drydocks World The Dolwin Beta platform, the World’s Largest High Voltage Direct Current platform (in terms of capacity), was built at Drydocks World. The mammoth structure is larger than a football field and the steel used in its construction is sufficient to build two Eiffel Towers. ENTRY SUMMARIES 22

Drydocks World Drydocks World delivered the Eagle Louisiana, the second of two Modular Capture Vessels (MCV); unique, first-in-class Aframax vessels that combine FPSO (Floating Production Storage and Offloading) and DP2 (Dynamic Positioning) technology in a single hull. The project highlights Drydocks World and UAE’s capability to execute a highly Prestigious and Specialized Conversion project.

Dubai Airport Free Zone DAFZA’ management team (Executive Committee) launched “DAFZ Metro Station Shuttle Bus Services” as an initiative (one of several) to mobilize customers (companies’ employees) from DAFZA’ Metro Station to their workplaces inside the Freezone and vice versa and reduce demands on parking inside the Freezone. icflix Media ICFLIX is MENA region’s first subscription based streaming service, also developed our own dedicated Kids App. The challenge for us was dealing with local payment gateways. We developed a platform called ICpay to address local markets. Now for every market we have its payment instruments and credit card issues resolved. Towards 2020 Categories Opportunity

Roads and Transport Authority As part of the Dubai Smart City program, RTA is committed to implement a comprehensive plan to provide the smartest transportation system in the world through development of a Smart Mobility Master Plan.

VF Services LLC VFS Global partnered with Finland’s Ministry for Foreign Affairs to carry out visa application related administration in St. Petersburg. LIDPro enables location independent visa processing offering flexibility to collect applications from multiple remote locations while being processed at a central location.

Virgin Megastore Virgin Megastore has been on a path of transformation in the region since 2006. By consistently identifying opportunities in line with the strategy of evolution and responding to continuously changing customer expectations, the team successfully repositioned it as the number one lifestyle entertainment retail destination in the Middle East. ENTRY SUMMARIES 23

D Idea Media Co LLC The Smart Palm initiative is an iconic fusion of easy access information, accessible WiFi and green technology. At the heart of the Smart Palm initiative is the visionary implementation of modern technology, powered entirely by renewable energy, through palm leaf shaped solar panels.

Sustainability

Dubai Carbon Centre of Excellence The Carbon Ambassadors Programme is a youth engagement programme aimed at university students who wish to get involved in Sustainable Development to fulfil the ambitious Green Economy Roadmap to 2030.

Bee’ah Each year, Bee’ah continues to improve on its waste management services and initiatives with a goal to make Sharjah a shining example as the top environmentally responsible cities in the Middle East. It is leading the way towards managing the total waste generated per person and achieving zero-waste to landfill.

Dubai Airport Free Zone Facility Management Department of DAFZ in coordination with Energy team were monitoring the building consumption closely through centralize Building Management System. Our major Initiatives are contributing to strategic goals such as optimization of operation cost and reducing carbon footprint which also inline Supreme council of Energy Dubai.

IMPA ACT IMPA ACT promotes the adoption of RSCM, CSR and sustainability within shipping industry. IMPA ACT’s principled yet pragmatic work in mainstreaming of social, anti-corruption and environmental principles, advocating CSR and sustainability through events and social media and reaching out to other initiatives to promote the sustainability of the shipping industry. People Categories Employee Engagement

Apparel Group Apparel Group (AG) Human Capital (HC) philosophy is “People First”. We are continuously improving the work environment and culture in which employees feel motivated, enthusiastic, and take pride in the work assignments. Various employee engagement initiatives are implemented and we measure the feedback through our internal Employee Satisfaction Survey (ESS). ENTRY SUMMARIES 24

British Orchard Nursery BON operates within UAE’s multicultural environment and employs an ‘all women’ workforce from 25 nationalities to cater to parents of very young children. BON invests heavily in their development through robust HR systems, equal growth opportunities, flexible working hours, loan facilities, subsidized education programmes and extensive in-house training.

Eros Group Deep emotional bond that employees have with the company distinguishes Eros from many others. Focus has been to create opportunities for employees to bond and use success stories and dialogs to reinforce the bond. Platforms built include Ice breaking; Health and wellbeing; Celebrations; and volunteering.

UAE Exchange RACE (Reflex Amplified for Continuous Engagement) was launched as a yearlong programme to engage and boost morale of employees and business. The programme witnessed the entire employees assemble in a single floor. This engagement encouraged employees to exhibit the best of their ability. Tagline ‘Challenge Your Limits’ supported this practice.

Union National Bank UNB’s talent management / development planning process identifies managers with potential to progress and grow into positions of higher responsibility and to strengthen the internal talent base through customized development and grooming plans.

Unitra Mets Group UNITRA METS Group focus the enhancement of Employees engagement and development with various motivational activities in the workplace. Some of our initiatives and best practices are: UMG’s performance appraisal system, called Performance Development Review (PDR), Employees Open Forum, Employees Satisfaction Survey [ESS], Employees Engagement Surveys [EES], Open Communications etc.

Virgin Megastore Virgin Megastore has been on a path of transformation in the region. The rapid expansion had growing needs for recruitment and retaining successful employees to fulfil an increasing number of positions. We have been working on improving our internal communication channels and developing positive methods to engage and motivate our workforce, while attracting new talent. ENTRY SUMMARIES 25 Inspirational Female Leader

Mylist FZ LLC Julie was the first entrepreneur to identify the need of an online gift registry and adapted a highly successful service available in USA and Europe to the local market. She launched www.mylist.ae, the first online platform that makes the gift-giving easier for people living in the Middle East. Julie Leblan had a clear vision on how to implement and educate a population that was not familiar with the concept.

The Education Consortium Dr Hannan Al-Mutawa has had a transformational impact on innovative educational provision in Kuwait and the wider region for over 25 years. With a mission to “Embolden, Engage, Empower, and Serve the community” this passionate entrepreneur and philanthropist has achieved huge success in making education more accessible for all sections of society including the most vulnerable groups such as children with special needs.

Virgin Megastore Nisreen Shocair, President of Virgin Megastore, has initiated and led the brand’s transformation in the region, outplaying the challenges faced along the way. Nisreen led an organization-wide culture of change since day one, identifying and grabbing opportunities that eventually got the brand and stores to where they are today: the leading lifestyle entertainment retail destination in the Middle East.

Inspirational Male Leader

Eros Group Stories of success are always exciting when they are rags to riches or when someone starts at the bottom and works their way to the top. Along the way this person has gone on to inspire many people, both within and outside the company, acknowledged as a leader of industry by his peers and awarded by various organizations for his leadership skills. This is the story of Deepak Babani, CEO, Eros Group.

Pure Gold Jewellers A truly inspiring story of a self-made millionaire, Firoz Merchant rose to fame as the founder and now, the Chairman of the Pure Gold Group. Decades of hard work and dedication backed by solid knowledge and in- depth understanding of the business has helped Merchant to grow Pure Gold Jewellers. Merchant is also known for his humanitarian initiatives in giving back to the society. ENTRY SUMMARIES 26

UAE Exchange The organization embarks on decisive leadership of Mr. Varghese Mathew who holds responsibilities for operation and functions of UAE Exchange – Country Head Quarters. Under the guidance and supervision of Mr. Varghese Mathew, there have been several innovations and idea implemented for the welfare of the CHQ and the organization as a whole.

Union National Bank As CEO of one of the leading banks in the UAE - and the only bank owned by both the governments of Abu Dhabi and Dubai – Mr. Mohammad Nasr Abdeen is as dynamic and success-driven as the organization he heads. Mr. Abdeen supervised the bank’s expansion strategy as it broadened its offering into a full-fledged Financial Group with subsidiaries including Mr Abdeen has been a veteran and forward thinking banker.

Inspirational Emirati Male Leader

Tanfeeth Suhail did an exceptional job in leading organizational transformation as founder and CEO of Tanfeeth. Suhail took a first-hand approach by driving employee development and engagement and an open and transparent culture. Suhail is dedicated toward Emiratization efforts by building Emirati leaders. Suhail integrated the unique Root Cause Problem Solving method (RCPS), which ensures that no unresolved issue takes longer than 3 days to reach him.

World Security Mahmood Mohd. Amin, CEO have major achievements: Dubai Government Excellence Certificate for Security Management System Assessment for the formation of Ports, Customs & Free Zone Corp., outstanding performance of security management services at Jebel Ali Port and Free Zone., International Security Excellence Award for designing security operational infrastructure for Cruise Terminal at Port Rashid. Several certificates received from various authorities and business communities related to Cruise Terminal security operation among others.

Dubai Municipality Eng. Makki is a true leader with unique quality and highly motivated, visionary and has a mission in life to improve the quality of living in the city with a sustainable lifestyle. During the past 25 years of his professional career, he was an outstanding leader who was able to overcome challenges and create a vision for environmental and water/energy sector taking into account the complexity of the social and economic environment in Dubai. MEET OUR JUDGES 27

Dubai DED Alexandar Williams Dubai Career Clinic Anas Almarie

BCB UAE Susie Isaacson LACASA Ayman Jaber

Cranfield School Professor Joe Nellis Apparel Group Vaibhav Garg of Management Apparel Group Neeraj Tekchandani Dubai Airports Anna Power The Talent Enterprise David Jones Khalifa Fund Saer Imad The Talent Enterprise George Xavier Sharjah Tatweer Forum Reem Abdel Karim Bin Karam UAE Exchange Jaimon Jacob Khalifa Fund Ahsan Ali The National Archives Samar AlMashjeri Madrecha Consultants Dr Kanak Madrecha Contax Partners Ann-Marie Carbery In Your Element Ltd Jennifer Neff ShiftIN Partners Amancio Torres Dubai Airport Freezone Husam Abdullah ShiftIN Partners Rafael Lemaitre Score Consultancy Gopal Sharma

ICSR (Institute of Customer AAA Institute Hasnain Rizvi Enrico Gallorini Satisfaction Research) Rua Digital Naomh McElhatton Gateway Jenny Hunt PROTRAINING Patricia O'Sullivan Harbor Real Estate Mohanad Alwadiya INHOCO Rupprecht Queitsch dm3 Susan Probert Maroochy River Resort & Kim Morgan Motivaluate Tirupathi Anand Bungalows GRS Research and Strategy Andrea Piccin DP World Neetu Choudhary Paris Gallery Mohamad Jaber Western Region Municipality Ahmed Talaat London Hair and Beauty Ltd Richie Perera ENOC Shamma Rahmah London Hair and Beauty Ltd Zoe Offen Profusion Julia Boullemier ECOSTRATEGIE Odile Verdure Labeille KCA Marc Karschies Smart City Champions Salma Kayali RANDEM Alan Moore Ascendancy Consulting Hazem Awad Department of Transport Jasim Al Ali Manchester Business School Randa Bessiso Education Consortium Dr Hanan Al-Mutawa Creative Solutions Services Fatima Mahfouz Education Consortium Russell Byrne and Translation OUR PARTNERS AND SPONSORS 28

DEPARTMENT OF ECONOMIC DEVELOPMENT(DUBAI) The Dubai Department of Economic Development is the government body entrusted to set and drive the economic agenda of the emirate of Dubai, UAE. The DED supports the structural transformation of Dubai into a diversified, innovative service-based economy that aims to improve the business environment and accelerate productivity growth. The main aim of the Business Excellence Department (BED) within the Dubai DED is to promote quality and service excellence among the business community in the region. www.dubaided.gov.ae CUSTOMER EXPERIENCE MAGAZINE The Customer Experience Magazine is packed full of all the latest news, reviews and cutting edge case studies from the world of customer experience. Winners and Finalists will feature telling their stories and sharing their innovative ideas and programmes; helping us all to improve the experience for our customers. Plus we will have the usual raft of guest articles, book reviews and current news to keep you entertained and up to speed. You don’t want to miss out on this monthly magazine. www.customerexperiencemagazine.co.uk CRANFIELD SCHOOL OF MANAGEMENT Cranfield University – creating leaders in management and technology Cranfield School of Management is a world-class provider of executive development, within a unique University. Find out more about how partnering with Cranfield will improve the performance of your organisation. www.som.cranfield.ac.uk RUA DIGITAL RUA Digital is a full service digital marketing company that focuses on delivering measurable results to improve your online presence, visibility and brand awareness. We can help your business whether you are a new start-up looking to drive sales online, an existing company with minimal online activity or one that’s needs a little zest injected into their digital marketing! www.ruadigital.com SHARJAH TATWEER FORUM Sharjah Tatweer Forum (STF) is a non-profit independent entity established in May of 2005 by an Emiri Decree (29-2005) by His Highness Sheikh Dr. Sultan Bin Mohammed Al-Qasimi, Member of the Supreme Council, Ruler of Sharjah, and the Honorary Chairman of Tatweer. The Forum aims to contribute to the progress and the sustainable development of the Emirate of Sharjah through enabling young leaders; supporting the implementation of viable projects and the productive interaction with society to achieve a better future based on the cultural heritage of Sharjah. www.tatweerforum.com ABU DHABI UNIVERSITY Abu Dhabi University is one of the leading universities in the UAE. Their mission is to produce global leaders who understand the challenges of our time & make positive contributions to national & global prosperity. This is not limited to educating students but also to transforming UAE to a vibrant, prosperous & strong nation. www.adu.ac.ae OUR PARTNERS AND SPONSORS 29

INVEST NORTHERN IRELAND Invest Northern Ireland’s role is to grow the economy of Northern Ireland, helping new and existing businesses to compete internationally, and attract new investment to Northern Ireland. Through our offices in UAE, Saudi Arabia and Kurdistan and working with the British Embassies, Northern Ireland companies have been successfully doing business across the Middle East for decades. www.investni.com

THE TALENT ENTERPRISE The Talent Enterprise is a premier ‘think’ and ‘do’ tank dedicated to the elevation of human capital. We collaborate with our clients on their most compelling employability, talent, engagement, performance, leadership and retention challenges. Our team partners closely with policy makers, employers and educational institutions seeking to get the best out of their people and institutions. We have worked extensively across the Middle East, Africa, Asia, Europe and North America and bring an unmatched understanding of your unique talent landscape. www.thetalententerprise.com

SHIFT IN ShiftIN Partners is a leading strategy management consulting firm focused on helping clients manage strategy and innovation programs that enable the organization to achieve the necessary Shift, working from withIN. www.shiftinpartners.com

EDUCATION CONSORTIUM The Education Consortium is a non-profit organisation that works in the public and private sectors across the GCC on initiatives strategically designed to strengthen and embolden school leadership, engage students and empower Communities, Educators, Businesses, Governments and Academic institutions. www.edu-kw.com

DUBAI BUSINESS WOMEN COUNCIL Established in 2002, under the umbrella of the Dubai Chamber of Commerce and Industry, the Dubai Business Women Council is the official representative organisation for business women, both professionals and entrepreneurs, in the Emirate of Dubai. Building awareness, educating, promoting opportunities and enhancing positive change in the community towards the acceptance of women in business is at the heart of the DBWC’s belief in empowering women and motivating them to be productive members of the society and economy. www.dbwc.ae FINALISTS 30 UPCOMING AWARDS & EVENTS 31 Enjoyed your Awards experience? Find out more about our other events... Winning with International Business Excellence Monday 7th September 2015 Dubai, UAE www.winningwithibx.com

Register now to attend our brand new conference launched to showcase the award winners from the International Business Excellence Awards 2015. Listen to business experts from leading companies that will reveal how they ensure they stay ahead of the competition.

• Listen to those who are leading the way in business regionally and internationally • Learn from Winners and Finalists of our Awards, share ideas and best practise • Access to international business professionals • Award Winning Case Studies

Gulf Customer Experience Awards 2015 Wednesday 9th December 2015 Dubai, UAE www.gulfcxawards.com

The Gulf Customer Experience Awards celebrate and recognise the very best in Customer Experience across sectors and multiple disciplines. This year will include a special focus on categories relative to Digital Experience. The Awards provide a vehicle for sharing best practice in customer experience and for promoting continuous improvement, learning and personal development. If you have great initiatives to give your customers an amazing experience, enter now!

2 Day Customer Experience Master Class - Shaping a Customer Centric Business 2nd and 3rd June 2015 Dubai, UAE www.awardsinternational.ae/cx-masterclass

This course, led by Customer Experience expert Martin Dowson, will walk you through the makeup of a customer-led organisation and the capabilities required. A highly interactive and participative mixture of presentations, case studies discussions and exercises where attendees develop solutions to specific real-life scenarios. LEADERS’ ECONOMIC FORUM 32 MEMBERSHIP NOW OPEN November 2015 sees the first Leaders’ Economic Forum, to be launched in Dubai and in conjunction with the launch of the e-zine International Business Excellence Magazine. IBX Magazine.

The Leaders’ Economic Forum founder is Joe Nellis, Professor of Global Economics and Director of Policy – Sustainability and Performance Community, Cranfield School of Management. A top 50 business school by any international ranking.

CONTACT [email protected] or call +971 56 752 2028 to register your interest.

A limited number of memberships are available.

Members will be at an advantage by receiving a personal update on the latest information in global and local economics by one of the world’s leading figures on economics.

“Our first economic goal is to enhance our competitiveness. To continue to grow and develop, it is imperative to look to the rest JOE NELLIS, of the world with a competitive spirit, for the day that we lose this PROFESSOR OF GLOBAL ECONOMY spirit will mark the beginning of our regression” AT CRANFIELD SCHOOL OF MANAGEMENT

From Flashes of Thought HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of UAE, Ruler of Dubai

Professor Joe Nellis is Professor of Global Economy at Cranfield School of Management, specialising in global macroeconomics, business environmental analysis, strategic thinking and management development.

• Teaches the Full-time MBA, Executive MBA, General Management Programmes and Customised Executive Development. • Director of the Policy, Sustainability & Performance Academic Community within the School. He is the longest serving member of the School of Management’s Executive Board. • Formerly Director of Cranfield School of Management. • Consultant to central government departments and public sector organisations. • Visiting Professor at universities in Germany, Belgium, Austria, the Netherlands, Hungary and Ghana. • Published 18 books and 200 academic and practitioner journal articles.

Meetings - Thursday November 12th 2015* - Wednesday February 10th 2016 - Wednesday May 18th 2016 Location: Jumeirah Emirates Towers, Dubai *Coincides with launch of IBXM – International Business Excellence Magazine, (e-zine) 33 IBX Awards Trophy

The IBX Awards Trophy is a bespoke design, unique to these awards. As with the IBXAwards logo, the design uses a single line geometric shape, as can be seen on buildings and is common in Islamic art. The continuous line represents infinity to us - as continuous improvement and the journey to excellence is never ending.

Coming soon - CXM | Customer Experience Magazine ME

Based on the extension of the leading online Customer Experience Magazine in the UK www. customerexperiencemagazine.co.uk

Introducing the Customer Experience Magazine for the Middle East in www.customerexperiencemagazine.me Keep up to date with all the latest news and developments by subscribing to Customer Experience Magazine. Published monthly, the digital magazine is packed full of industry news, blogs, features, video bites and international stories all focussing on customer experience. The magazine partners with a series of business awards programmes highlighting best practise which we can all learn from. Customer Experience Magazine features stories from the winners, judges and finalists from the Awards who share their insights and specialist approach to help us all improve the experiences we deliver to our customers.

Subscribers also benefit from receiving a monthly newsletter to keep up to speed with all the latest customer experience news.

The Magazine is published on the first working day of the month and suggestions for articles should be emailed to [email protected] by the 20th of the month.

Make sure you don’t miss out by subscribing today. Sign up for your interest by emailing [email protected] for an update of the launch with the latest issue. 34 BUSINESS CARD FREE PRIZE DRAW Win a training course with our partners ShiftIn. Simply give your business card to one of our staff at the registration desk. Prizes will be announced during the Awards Ceremony.

First Prize

INNOVATION MANAGEMENT CERTIFICATION - Making Innovation a Management Discipline This certified course is offered for the first time in the GCC countries, and represents a unique opportunity to get access to the prestigious Innovation Management Certification, accredited by the respected Global Innovation Management Institute (GIMI). Number of prizes: 3

Second Prize

MAKING STRATEGY HAPPEN - An intensive immersion into the world of Strategy Execution This course is the only Strategy Execution training in the GCC endorsed by the Institute of Leadership & Management. Number of prizes: 3

Third Prize

STRATEGY EXECUTION ONLINE ACADEMY - www.strategyexecution.academy Receive a life time license for e-learning in strategy and balanced scorecard accessible via web and mobile.

A high quality online course in Strategy Execution and Balanced Scorecard, hosted in the world’s e-learning platform. Number of prizes: 20

Winners of third prize will be emailed after the Awards Ceremony.

Visit www.shiftinpartners.com for more information FLOOR PLANS 35

EXECUTIVE STUDIO 2 EXECUTIVE STUDIO 1

Lift Access to Ballroom

Going to other Breakout Rooms

SCREENING ROOM STUDIO 3 STUDIO 4 STUDIO 1 STUDIO 2

AUDITORIUM 2

AUDITORIUM 1 www.ibxawards.com