Speakers



Picture of Charles Bennett

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 C1, Ministry of Health, KSA

Healthcare industry leader with successful, & diversified experience of growing businesses, product & services brands and teams, developing & managing large Ops, new ventures, JVs, M&As & PPP in healthcare, pharmaceutical, healthcare consumer markets. Have led and managed large scale strategy and transformation programs, commercial ops, complex product & services portfolios, triple-line P&Ls and cross-functional teams. 22 years' of progressive & successful career in healthcare, pharma & healthcare consumer sectors across MENAP markets in cross-functional leadership roles. Have received numerous accolades including many new successful regional & global launches and achieving company and brand market leadership. Expert in leading large healthcare operational transformations with massive cost optimizations. Adept in dealing with the highest public offices, building global alliances & partnership and advising private sector corporate, owners and leaders.


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Diane Magers

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

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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Mansour Al Dalaan

CEO at CCC

Mansour is currently the Chief Executive Officer at Contact Center Company. He comes with over 26 years of successful track record. His experience pans across various functions including Business Management, IT & Telecom and Customer Experience. Mansour has been associated with CCC since 2011. Prior to CCC, Mansour was associated with Saudi Telecom (STC) from 2001 till 2011 in varies leadership roles. Since 2011, Mansour has been a key contributor for the significant growth of CCC since its inception. Mansour has been successful in growing the companys revenue from a modest beginning to over $130+ Million.
Prior to STC, Mansour had worked with various organizations including Royal Saudi Air Force, International system Engineering etc.
A Post-graduate in Computer Information System from Florida institute of technology, Florida, USA, Mansour has multiple professional training from well known & reputed business institutes across topics like Digital transformation, Leadership, Finance, Innovation and Creative thinking etc.


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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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Matt Watkinson

CEO & Co-founder - Methodical, Board Advisor, Author

Matt is a distinguished global CX leader and the author of "10 Principles behind Great Customer Experience & The Grid".


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Hany Mokhtar

Customer Experience & Digital transformation world class expert & Head of CX at Mobily, KSA

Mr. Mokhtar is a Renowned Customer Experience & Digital Transformation leader, a world-class executive and an author with extensive business expertise of over 22 years in roles of; Customer Experience, Marketing, Processes Reengineering, CC and Digital Transformation.


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Alec Dalton

Senior Manager of Global Quality at Marriott International, Best-selling author and service scientist

Best-selling author and service scientist Alec Dalton inspires hospitality excellence through service quality. After operating luxury hotels for The Ritz-Carlton and Disney, he now serves as Senior Manager of Global Quality for Marriott International - a role in which he improves the guest experiences of nearly 7,500 hotels globally. In 2018, Hotel Management Magazine named him to the "30 Under 30" list of rising hospitality executives. In addition to co-authoring the acclaimed book series Customer Experience, Alec serves as a member of the Advisory Board of the consultancy HorizonCX.


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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

Founder and CEO, CX Future

Renowned CX expert and former SVP Global Head of Service Quality and CX at ADIB


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Mr. Abdulaziz Alshamsan

Executive Director General - CX and Corporate Communication, Ministry of HR & Social Development, KSA

Abdulaziz Alshamsan is a passionate, self-motivated and goal-driven individual with over than 20 years of professional experience in Customer Experience, Marketing, Sales, Technology, and Retail. He demonstrates a high degree of originality and creativity. Abdulaziz is a well known speaker in the industry and was awarded "Saudi top achiever" from jeddah chamber of commerce in 2019.v


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Dr. Muna Aldhabbah

ex-Director of Government Service Development, Ministry of Cabinet Affairs, UAE & CEO, Mirradical Consultancy


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Muneera Al Sunaid

Customer Excellence Head - CCHI - Saudi Council for Cooperative Health Insurance

Head of Customer Excellence at CCHI Saudi Council for Cooperative Health Insurance


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Raquel Perez Nolla

Service Excellence Expert, Coach & Trainer, Spain

Author of the book, Fidelogia (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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Adam St. John Lawrence

Innovation Practitioner and Author, co-author of This is Service Design Doing, and Adjunct professor

Adam Lawrence is the Co-founder of Global Jams, Co-founder of WorkPlayExperience, and the Co-founder of Co-creation School. He is also an innovation practitioner, author, and have co-written top-seller This is Service Design Doing and This is Service Design Methods. He is the co-initiator of the worlds biggest design innovation event, Global Service Jam, and adjunct professor of service design thinking at the IE Business School in Madrid. At WorkPlayExperience, he helps large International companies change the way they approach solving problems and delivering value. He is also a professional comedian, actor and theatre director.


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Hassan Mohammad

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

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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Anas Orwani

CX Journey Manager, ELM, KSA

As Customer Journey Executive Manager at Elm, Anas is leading the customer experience outside-in transformation program across Elm digital products. He is responsible for defining and executing initiatives based on market best practices and aligned with Elm customer-centricity strategy across all channels. He created 3x3-framework model to assist and used story-telling to inspire teams in journey mapping and design. Anas is a Certified Customer Experience Professional (CCXP) from CXPA. Anas's core expertise lies in the digital space and he came from a long business analysis background; He has CBAP (Certified Business Analysis Professional) from IIBA and he is a trainer practitioner. He has presented in several international conferences about business analysis, UX and business process re-engineering. Anas is interested in consumer behavior psychology and in co-creation. He believes that customer emotional needs will never be fulfilled unless functional needs are so.


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Joe Tawfik

CEO at Kinetic Consulting Services

Chief Executive Officer at Kinetic Consulting Services


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Raj Sivasubramanian

Voice of Customer Program Manager at AirBnB

AirBnB - VoC Program Manager


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Craig Lee

CX Strategy & Transformation, Customer Experience 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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Qaalfa Dibeehi

Dean of the School of Great Moments - Majid Al Futtaim Leadership Institute School of Customer Experience

Qaalfa Dibeehi is Dean of the Majid Al Futtaim Leadership Institute School of Customer Experience. Majid al Futtaim is a holding company with businesses in shopping malls, communities, retail, cinemas, fashion with some 40,000 employees across the Middle East, Central Europe and Africa. Qaalfa is responsible for driving a customer obsession culture across the group. Prior to this Qaalfa was VP of consulting at Forrester where led their CX consulting globally. He also was previously Chief consulting Officer of Beyond Philosophy. He has written two book on CX and has 25years of experience in the customer space having worked significant projects in numerous countries in N. America, S. America, Europe and Asia. He is currently based in Dubai.


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Steven Walden

Customer Experience & Continuous Improvement Manager, Motor Insurers' Bureau UK,

CX Design, VOC & UX Insights expert & Author


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David Hudson

Regional Director, EMEA XM Solutions at Verint Experience Management Solutions

David is the EMEA Regional Director of Verint’s Experience Management business. David’s previous roles include, UK Regional Manager at ForeSee, Director of Sales at SandSIV, Head of Sales and Marketing at Cognesia and UK Managing Director at HERMES SoftLab. David has a degree in Mechanical Engineering, is a Chartered Engineer, a member of the Institution of Mechanical Engineers and a Fellow of the Chartered Institute of Marketing. Outside work, he is actively involved with a number of charities and community organisations.


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Thomas Benaroya

Winnovate Program Lead at SAP

Thomas is a French, English, Spanish speaking Design Thinking and Business modelling support Coach. Thomas has amassed more than 15 years of experience in various cross-functional managerial and leadership roles at SAP as a Consultant, Project Manager, Business Developer and now Innovation Lead Consulting specialty: Enterprise Performance Management, Financial Consolidation, Budgeting and Planning & Balance Scorecarding. Thomas also holds a BA in Business at NEOMA Business School, France. Currently, he based in the Middle East for the last 10 years.


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Lina Yahya

Associate Director, Service Excellence, RAKBANK

Lina leads as the Associate Director, Service Excellence at RAKBANK


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Stefan Osthaus

President,

Customer Institute, Germany


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Akos Tolnai, CCXP

CEO and Founder at AbilityMatrix, Inc.

He founded AbilityMatrix in 2011 in the US, focusing on the intersection of innovations and customer experience. AbilityMatrix is a consulting company using irrationality, behavioral economics, and customer experience to give an unfair advantage in product-market fit and go-to-market strategies. CCXP since 2017 and obsessed with people, teams, and organizational design. Especially self-organizing teams.


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Ali Malik

Head of Customer Experience Projects at Static-A

Ali Malik is a Certified Customer Experience Professional (CCXP) and an authentic CX specialist in CX, Brands and Market Research, designing Metrics & Measurements, Mystery Shopping & Voice of Customers-Employees Programs. He is a Strategic Brand Management & CX Expert who helps companies to create Customer Centric cultures and enable their Employees and Customer Experiences. Ali is a man on the mission to create CX awareness in the Asian region since last 10 years and since then, has helped dozens of Companies in conducting meaningful business insights, mapping customer journeys, designing and engineering CX and Service Designs, optimizing Customer Service Excellence, Voice of Customers, NPS, Analytics, CX Strategy & Frameworks. He also trains, coaches and consult individuals, CX, CS, Sales Teams and overall organizations with a keen focus on formulating effective Brand Experience. He has contributed and added value at various local and International brands, manufacturers and Corporate in Pakistan, Middle East and multiple countries, particularly in Asian region and beyond.


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Ruth Evans MBE

Managing Director,

Patient Experience Network, UK


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Louise Blunt

Director,

Patient Experience Network, UK


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Richard Kennedy

COO, ARCET Global

Chief Operating Officer at ARCET Global


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Christopher Brooks

Managing Director Clientship

Founder of Customer Experience World Games, UK


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Ali Murtaza

Head of Service Design, Ideate Innovation

Ali Murtaza is a Fulbright alumnus, holding an MFA in Industrial Design from Savannah College of Art & Design, and a BFA in Visual Communication Design. He currently heads Service Design at IDEATE, a leading Human-Centered Design firm based in Islamabad, Pakistan. Ali has previously worked as a design consultant for various start-ups, tech companies and design firms across the US, and Pakistan. Notable work of his includes helping to redesign Punjab’s Childhood Immunisation Program, building a user experience toolkit to enhance financial inclusion, and designing technological interventions to help smallholder farmers in the developing world.


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Adrian Swinscoe

Customer Experience & Service - Board Advisor, Forbes Contributor, Keynote Speaker & Author

Adrian Swinscoe is a best-selling author, Forbes contributor, speaker, advisor and aspirant CX Punk. He has been growing and helping develop customer-focused large and small businesses for over 25 years now. His clients have included brands like Apple, Costa Coffee, Gazprom, Harper Collins, InterContinental Hotels Group, KFC, Microsoft, Olympus, Pearson, Philips, Sky, Talk Talk and the UK Government amongst others. Adrian is a frequent writer, podcaster and speaker on all things related to customer experience. He published a best selling book in 2016 called How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing (Pearson) and recently published an exciting new book: Punk CX.


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Turki Fageera

Managing Partner, Innovation and Design, TAMx Studio

Turki is the Managing Partner, Innovation and Design at TAMx Studio


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Kym Hamer

Founding Board Member / Chief Customer & Strategy Officer, 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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Olga Budieri

CX Evangelist and Global Head of Customer Experience at Aramex

As a CX Professional with a profound understanding of the customer ecosystem in the Supply Chain and Logistics industry, Olga has worked on Greenfield as well as legacy CX projects leveraging current and new tools into the next Gen of customer service and experience. Coming from an IE and MBA background with CX on her mind, Olga believes the future is already here; from smart stores to AR guided EX within organizations... the call to arms for the CX battleground has sounded!


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Seham Elbehissy

General Manager, Digital & Connected Cars

With over 16 years of extensive experience, her areas of expertise include Digital & CX Transformation, Brand Strategy, Design Thinking and Performance Management. Seham currently leads Digital & Connected Cars projects for Renault in Middle East region, focusing on leveraging the emerging technologies to digitize the customer journeys, implement the best practices in Customer Engagement & Rewards Programs, and to Innovate in Big Data and process modeling to create new capabilities & new mobility services.


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Laura Tengerdi

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

Laura Tengerdi is Head of Marketing and Customer Experience, part of the Senior Management Team of Budapest Bank, former GE Capital, Hungary. She has over 25 years of experience in brand marketing, customer marketing and customer experience, managing global and local brands and background in both B2B and B2C roles. She has a deep knowledge of a wide range of industrial sectors too. Her key qualities include a true enjoyment of developing strategies, or putting a fresh face on an already established brand. She is a big believer of the thought Customer First , that mindset she mastered during the many years she spent as a senior leader in the Central-European Organisation of Unilever. Later in GE Capital and Budapest Bank she expanded her belief with putting employees in the forefront too.
To top up her enthusiasm and experience in this field, she managed to become a CCXP (Certified Customer Experience Professional) in July 2018. In the past 3 years she is listed in the top 50 marketing professionals in Hungary.


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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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Olivier Mourrieras

CEO, CX-impact

Olivier founded CX-impact (https://cx-impact.com) to share his knowledge and experience and help companies improve their customer experience and become sustainably customer centric. Before CX-impact, he spent 12 years shaping and delivering market leading customer experience strategies starting at Orange with focus on B2B globally and then at E.ON addressing both B2B and B2C markets internationally. In both companies he led change from creating the strategic intent, to laying out foundations to building sustainable capabilities and delivering differentiating customer journeys and solutions. Both the Orange and E.ON cases are used as best practices by leading consultancy and analysts firms. Olivier partners with TribeCX on global projects and with This is Service Design Doing in the delivery of their world known training in French language. He is a customer strategy, Net Promoter System and Service Design expert.


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Ahmed Maher Youssef

Managing Partner, Businessway CX world

As a CX expert with an extreme perception of the CXM especially in the Telecom and Automotive industry, Maher has worked on more industries as well as strategy CX projects leveraging current and new tools into the next Gen of customer service and experience. he has passion in digital transformation by simplifying the CX journey Offering the World's Best Business Toolkits, Frameworks & Templates to Improve the Growth & Efficiency


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Mark Hamill

CEO, ARCET Global

Specialist in Recognition Programmes. Marks company has launched Awards globally, mainly in North America, Europe and the Middle East.


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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.

Senior Customer Experience Manager of Budapest Bank. A Certified Customer Experience Professional and a Lean Six Sigma Master Belt and has spent over twenty years in business improvement in GE Capital and Budapest Bank in various positions in Finance, Quality, Operations, Customer Service and Marketing. She is passionate about driving cultural changes to transfer organizations towards customer centricity. Earned CCXP in 2018.


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Simon O Donnell

Global Retail Experience Specialist

An esteemed CX leader and expert, Simon is a specialist in Global Retail Experience