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.

Diane Magers

Chairman CXPA & Chief Experience Office Experience Catalysts

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.

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.

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.

Gordon Tredgold

Global Gurus Top 10 Leadership Expert and Keynote Speaker, Nextten

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.

Nisreen Abu Hadba

CX & Quality Director, Orange - Jordan, Jordan Telecom

Customer Experience & Quality Director for Orange Telecom in Jordan. The leading driver of customer centric change for Telecom in the country have created an award winning customer culture and operation from a standing start

Ian Golding

Executive Director, The Customer Institute

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! Will offer ideas and approaches that are proven, leading edge and can start to make impact immediately.

Charles Marcus

Founder & Chief Experience Officer, Experience Catalysts

Top 50 recognised motivational speaker to more than 4500 organisations in 46 countries and one million people. Charles is an expert in strategies for companies to motivate people to deliver top line performance. This is particularly important in customer experience and customer service where change can be particularly challenging and creating a movement within an organization is critical to creating a movement for sustained change.

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.

Robert Keay

Chairman of the Board Outward Bound UAE

Co-founder of the UAE and International Customer Service Institute and creator of the UAE 7 Star Service Program for government and corporate entities in the UAE.

Hassan Mohammad

Executive Director, Customer Institute

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

Dr Neetinder Brar

Head Service Excellence Aster Hospitals & Medcare Hospitals & Medical Centres, GCC

Head Service Excellence at Aster Hospitals & Medcare Hospitals & Medical Centres, GCC. A pioneer and passionate advocate for changing patient and customer experience in Healthcare across the GCC region with numerous ideas and proven strategies to make a critical difference

Mark Hamill


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

Edward Hobart

CX Strategist Wells Fargo

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

Dr Jasmine Popov-Locke

Professor and ex-Head of Customer Service, Emirates Airline

Lecturer on Customer Service and drove the creation of a 5 star customer service culture at Emirates Airlines. Strong believer in using practical next practice corporate education approaches to help companies change and deliver improved performance from within the corporate or government entity.

Don Hales

Chairman, Awards International

Co-founder of Awards International and previously Chief Executive of the customer Service Training Network. Don’s Hero’s and Villains talks showcases both successes and failures for customer experience and customer service companies around the world including local examples from the GCC. He draws out the lessons learnt and what companies can do differently to help companies hone their own roadmaps for customer centricity success.

John Philp

CEO, Croft People Development

Works with tier 1 organisations all over the world including the Gulf Region, defining and implementing strategies for great leadership introducing new approaches to transform culture, engagement and bottom line performance

Isobel Rogers

Chief Executive Customer Experience Foundation

Chief Executive of the Customer Experience Foundation. She previously drove Customer Service excellence at Sitel - a leading global outsourcing provider of customer experience management. CXFO examines how scientific measurement of customer emotion can impact how companies can better align service agent behaviour to better connect with customers and their immediate needs.

Dr Fahad Altwaijry

Board Advisor and Non-exec director

Helped government organisations in the GCC take advantage of new Customer centric and innovation maximizing companies impact of their employees.

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.

Claire Boyles

Chief Executive Success Matters

Claire is an expert in introducing entrepreneurial thinking and methods into corporates as a means of influencing change at all levels. Many customer experience heads express frustration in influencing change from within an organization. Claire’s ideas draws from a variety of disciplines to help people looking to influence change accelerate the impact of their customer centricity programmes

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

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”.