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Charles Bennett

President, Customer Experience Service Association Middle East (CXSA)

President of the Customer Experience and Service Association for the Middle East. Worked with companies such as Citibank, Nielsen and Microsoft to implement next practice customer experience strategies to compete and outperform competition.

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Ian Golding

CEO and Founder, Customer Experience Consultancy, UK

One of the most accomplished and experienced customer experienced trainers and advisors on customer experience change globally. Worked with more than 10,000 companies globally and across the GCC to help them define and implement customer strategies that work!

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Hussein Dajani

General Manager - Customer Experience Transformation - Africa, Middle East, India, and Turkey - Nissan Motor Co

Over the past few years, Hussein has worked with the likes of WPP and Publicis overseeing some of their largest regional clients (such as STC, Vodafone, Nokia, Visa and HSBC) and was fortunate enough to be recognized as a high potential leader by WPP being awarded the renowned ‘WPP Young High Potential Leaders' Award from Sir Martin Sorrell himself, as well as receiving regional awards from the likes of Gulf Marketing Review, which identified him as one of the 40 top marketing professionals in the region, and being voted by the Huffington Post as among the 10 people changing the marcomm landscape in the MENA region. Since working on the agency side, Hussein has transitioned to client side and worked with some fantastic brands in senior leadership roles (as detailed below). Hussein's core expertise lies in the Digital Marketing and Tech space, evolving over the years from a pure player marketeer. Starting his career with some of the worlds' greatest communication companies, today Hussein is the GM for Digital and CX Transformation with Nissan Motor Co. for Africa, Middle East, India and Turkey overseeing some of the most dramatic customer transformations the company has had to go through in recent times.

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Dr Tahir Hussain,

Chief of Strategy and Transformation,

Ministry of Health, KSA

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Diane Magers

CEO, Experience Catalysts & Chairman Emeritus, Customer Experience Professionals Asssociation

Recent CEO of the Customer Experience Professional Association of global CX experts. Built and implemented highly successful customer strategies and roadmaps for numerous tier 1 corporates including AT&T Entertainment Group and Sysco.

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Peter Halsor

Digital and CX Consultant, Former Chief Customer Experience Officer, Riyadh Bank, KSA

As Chief Customer Experience Officer at Riyad Bank, Peter led a business transformation programme to drive customer-centricity across the retail bank. He was responsible for defining the customer experience strategy across all channels and working within the C-Suite to drive CX transformational change and digital innovation. As part of this work, Peter implemented a state-of-the-art Customer Experience & Innovation Laboratory - the first bank in the region to do so. Peter is currently providing consulting expertise to several leading Saudi institutions; helping them to build better solutions for customers whilst driving digital transformation.

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Mohsen Malaki

Managing Partner, Synergy Consulting, UAE

Mohsen Malaki is a management consultant with 20 years of experience in the telecom, media, technology and banking industries, with expertise in strategy, strategy execution, DX, CX

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Ehsan S Bin-Abdullah

Head of Customer Experience, Takaful Al Rajhi Co, KSA

Ehsan is an experienced professional in telecom/ ICT/Insurance industry with Customer Experience/Project Management/Solutions Development domains practical expertise. His passion is to enhance and shift the Customer Experience for businesses to WoW level and outstanding. Over 200 Projects delivered in New Service/Solutions development/Project management experience areas for B2C, B2B with class local Telecoms/ICT companies like, Saudi Telecom Co, Etihad Etisalat, Bravo teleco and now with Takaful Al Rajhi.

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Faran Niaz

SVP Global Head of Service Quality and CX,

Abu Dhabi Islamic Bank, UAE

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Raquel Perez Nolla

Service Excellence Expert, Coach & TrainerER

Author of the book “Fidelogía” (Loyology), passionate Coach, Consultant and Trainer specialized in the area of Customer Experience and Loyalty. Founder of Culture of Excellent Service, where she helps organizations use service as a business strategy. Expert in the implementation of strategy and the development of service excellence programs internationally.

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Hassan Mohammad

Chief Knowledge & Innovation Officer/Founding Board Member, CXSA Middle East, UK and KSA

Executive Director for the Customer Institute and worked with numerous companies in the GCC to deliver customer experience strategies which directly impact bottom line performance and profitability

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Craig Lee

Customer experience director, Activate Experience & Formerly Head CX Emirates Group

A customer experience pioneer and thought leader in the GCC region. Having worked as head of customer experience for Emirates and now working with globally recognized names such as Versace - Craig blends almost two decades experience in the GCC region both as a change practitioner and advisor to boards.

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Stefan Osthaus


Customer Institute, Germany

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Ruth Evans MBE

Managing Director,

Patient Experience Network, UK

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Louise Blunt


Patient Experience Network, UK

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Christopher Brooks

Managing Director Clientship

Founder of Customer Experience World Games, UK

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Steve Clarke

Motivational Speaker, Author and Board Advisor to Customer Experience Service Association Middle East (CXSA)

Successful business leader and serial entrepreneur. He took one of his companies with a highly experiential and innovative product in the ski industry from start-up to complete an IPO in the USA. His business was recognized as one of the top 100 fastest-growing profitable private companies in Great Britain by The Sunday Times Fast Track 100.

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Gordon Tredgold

Leadership & Culture Development Expert, Top 50 Global Leadership Expert

Acknowledged top 20 global leadership expert having delivered more than 3 billion USD of change for organisations globally. He helps leaders implement change strategies and develop cultures that bring companies closer to their employees and customers.

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Ian d’Souza

Manager Quality Assurance

Emirates NBD

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Laura Tengerdi

Head of Customer Experience & Communications, Budapest Bank, Zrt.

Created the most customer centric bank in Central Europe in under three years from a standing start and delivered a 30% increase in revenue from its NPS promotes customers.

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Olga Guseva

Managing partner, Integria Consult, Russia

CCXP International Certified Customer Experience Management Specialist, Authorized Trainer and Member of CXPA, Executive Expert Consultants International Council Expert. Certified expert in the use of MRI ™ technology in Russia, judge of international competitions International CX Awards, European Customer Awards, CX Leader of the Year, CX World Awards, MBA, K. E. N.

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Edward Hobart

CX Strategist Wells Fargo, USA

Currently defining and implementing Customer Experience strategies at Wells Fargo. Previously created highly successful customer centric companies in manufacturing and distribution leading change from strategy definition to culture development and execution

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Kym Hamer

Head of Marketing and Strategy CXSA Middle East

Deep expertise in commercial marketing and customer-first proposition development delivering sales and profit growth across a wide range of organisations and sectors (including B2B, Manufacturing, Consumer Goods, Travel, Media and Education). A speaker and coach who combines a collaborative, pragmatic style with an ability to bring clarity to new and complex ideas, engaging people in new thinking and embedding it as ongoing practice.

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Mark Hamill


The acknowledged leader in creating awards and global recognition programmes for customer experience and customer service entities in the Gulf Region.

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Jeremy Nicholas

Conference Chairman

Ex-BBC commentator and now key note speaker and trainer, MC with a particular expertise in bringing humour to story telling and increasing personal influence. As Chairman for this event Jeremy will also explain how great speaking skills and master story telling can significantly help people to increase their own personal impact in organisations

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Andrea Hanyecz

Customer Experience Leader at Budapest Bank Zrt.

Part of the leadership team that created one of the most customer centric banks in the world. Created clear proof "that it is possible to love your bank".

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Simon O Donnell

Global Retail Experience Specialist