ARCET Global


Tell your story, gain recognition for your efforts and learn from your peers at one of our unique Awards Programmes.

Our Programmes

Celebrating truly customer centric organisations

June 2020

Dallas, Texas, USA
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Celebrating the best in business and leadership around the globe

March 2020

Dubai, UAE
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Celebrating the most customer centric organisations in Europe

September 2020

Budapest, Hungary
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Scoring Model

The purpose of the ARCET Global scoring model and criteria is to ensure that business storiesteams and leaders are scored accuratelyeffectively and independently. Giving both entrants and judges confidence that the winners are deserving.

Our scoring model is endorsed by the University of Chester Business School giving you confidence that all entries will be evaluated in a vigorous and thorough manner.


The University of Chester’s stellar commitment to Entrepreneurship and business excellence, echoes ARCET Global’s commitment to improve businesses around the world.


Written Entry
Final Presentation
Overall Score

Each criteria scored 1-10 (10 being the highest score)

Scores are aggregated and given a percentage.​

After all the presentations, judges score the overall entry out of 100 so they can reflect on which story captivated them.

Finalists who score within 3% of the highest marks of that category will be winners.

The Judges

Meet the judges from across our programmes who provide their specific industry knowledge in their chosen field to ensure a transparent scoring process.

Graham Shapiro

Chair of Judges CEO, GSD
Graham Shapiro is an award-winning inventor, designer & digital entrepreneur. A Fellow member of The Chartered Society of Designers and Chartered Institute of Marketing.

Jorge Castellote

Co Founder, Innoway
Jorge is co-founding partner of Innoway. Before that he spent more than seven years in Palladium, a boutique consulting firm specialized in Strategy Execution.

Anita Siassios

Managing Director, ManagingCX PTY Ltd
Anita Siassios is a Certified Customer Experience Professional (CCXP) and first Australian certified Forrester CX-Pro.

Anas Almarie

Social Media Trainer for Corporates & Governments, PWC
Anas Almarie is a social media faculty at PwC’s Academy Middle East, in parallel he is the Director of Social Media Solutions & Training specialising in government and corporates at Social Station. Almarie is a media guest, contributor, author and keynote speaker across Asia, Middle East & Africa.

Amin Issa

Six Sigma & Change Management
Accomplished senior professional with over 35 years of experience holding senior leadership positions in international organizations with diversified fields of experience, including transformation programs design and execution( change leadership), customer relations, Process management and improvement through six sigma, sigma lean and Project management

Sudipt Shah

Founder & CEO, Digital of Things
For over 15 years, Sudipt has led digital initiatives in companies such as IBM, Lloyds Bank and Emirates. A British national, Sudipt relocated to Dubai in 2016 and is the Founder of Digital of Things, the region’s first pure-play UX consultancy.

Ian Golding

Customer Experience Specialist
A certified Lean Six Sigma Master Black Belt, Ian has spent over twenty years in business improvement, working hard to ensure that the businesses he works for are as customer focused as possible.

Philippe Mathijs

Co-Founder and Director of Coaching, Reach Outstanding
Philippe Mathijs is the co-Founder of Reach Outstanding, a company which specialises in bespoke experiential learning, combined with powerful coaching. Philippe background consists of 25 years of experience in the business side of corporate, now focusing on his passion for coaching.

Mohamad El-Hinnawi

Customer and Digital Experience Expert
Mohamad is a Customer Experience Advisor and Consultant, focusing on research, development, training and delivery of Customer Experience Management frameworks and solutions.

Dr. Anil Pillai

Director, Terragni Consulting
Dr. Anil Pillai is a behavioural expert and deeply emphasizes the importance of using behavioural insights in organizations. Dr. Pillai says “Understanding how people think, behave, decide and act, plays a large role in predicting their choices – choices of who they buy from, who they work with, who they engage with and who are they loyal to. Organizations who wish to build experience and engagement as a key competitive differentiator, need to acquire this learning

Rima Ahmed

CFO and Regional Director of Shared Services, Manpower Group
A graduate of Harvard Business School, Rima is a business leader with 17+ years’ experience in multinational companies across Europe, the Caribbean, and the Middle East in the last 10 years. Being a people leader, Rima provides strong leadership, problem-solving, team building & project management skills, in her current role as Senior Leadership Team Member of ManpowerGroup Middle East.

Craig Lee

Customer Experience (CX) Strategist & Advisor
Customer experience strategist and business transformation advisor; Advisory Board member and international keynote speaker. Supporting executive teams of Fortune 500 companies and SME’s to design and drive significant customer experience programmes with impact. Craig has worked on customer centered change in the financial services, telecoms, luxury retail, technology, education, hospitality, healthcare and travel sectors.

Dawn Ketteringham

Founder, Comhar Consulting
Dawn Ketteringham, CCXP is a certified customer experience specialist, helping companies to attract new business and nurture loyal, satisfied customers with first-class service. Founder of Comhar Consulting, Dawn has over 20 years’ frontline experience and understands why customers chose the brands they do. Dawn has worked with a range of high-profile, multicultural clients around the world and customer experience is always key.

Moaza Kayaf

Director of Undersecretary Office, Ministry of States for Federal National Council Affairs
Moaza Ali Kayaf, Organizational Excellence Professional who has spent 16 years in improving processes and organizations. She worked as expert in government entities, Dubai Police, Ministry of Finance and Ministry of States for Federal National Council Affairs. She holds Master’s of Science in Organization Excellence from Hamdan Bin Mohammed e-University, Diploma of Government Performance Expert from American University of Dubai and Diploma of Organizational Excellence Expert from American University of Sharjah.

Aklilu Admekom

Director of Talent & Career Development, Two Seasons Hotel Management
Aklilu is a CIPD Associate Member and holds an MBA from University of Wolverhampton as well as a BSC in Computer Science from HILCOE University. He is also a graduate of CIPD, Intermediate Diploma in Learning & Development. Aklilu is awarded ‘Certified Hospitality Trainer (CHT®)’ from American Hotels and Lodging Association (AHLA) in 2016. He is currently leading the Talent Management and Career Development Program in Two Seasons Hotel Management company. Aklilu has won the prestigious ‘Presidents Award’ in 2012 from Starwood Hotels and Resorts company.

Nellie Swanepoel

Freelance Consultant - Sustainability & Leadership Development, JDC Exec
Knowledge is power and gaining as much as possible to share and develop others to reach their best possible potential is my driving force of success. Teamwork makes the dream work. I am a highly accomplished, dedicated leader in sustainability and an environmentalist with exceptional leadership skills and subject matter expertise in water & process treatment, seizing opportunities, leading from the front, with a strong passion for creating new business models keeping in view the implications for all associated parties.

Hessa Al Ghurair

Director - Human Capital, General Civil Aviation Authority
Hessa Al Ghurair is a highly-regarded expert, speaker, advisor and writer in the field of human resources, business, finance and aviation. Known for her refreshingly candid and insightful talks, she is a frequent keynote speaker in regional and global conferences

Khaled Nabhan

Head of Customer Experience, Bank Audi, Egypt
For over 13 years banking experience, supporting with Master degree in banking- finance & certified lean Six Sigma BB, PMD & Data Analysis, Nabhan was responsible for overseeing & reshaping the customers journey through all bank’s touch & digital points, By applying new models & Group Strategy that aimed to enhance & Sustain external & internal CX to not only meet but exceed all expectation that makes their lives significantly easier & better.

Gokhan Kara

CCXP, Enerjisa
Gökhan Kara is a Certified Customer Experience Professional (CCXP). He’s the first and the only CCXP in Turkey, founder and leads the Customer Experience Professionals Association Istanbul Network, awarded 2018 CXPA Most Innovative CX Day Event and 2019 Best Emerging Network. Gökhan is Customer Experience Manager at Enerjisa. He is a part time lecturer at MEF University and gives Customer Experience Management course for MBA students. He gives trainings and consultancy to compaines for creating better customer experiences.

Tomas Potmesil

Director, KPMG Czech Republic
Tomas Potmesil leads KPMG’s Customer Centre of Excellence based in Prague, Czech Republic. As a CX designer and architect, he has managed various strategic projects aimed at putting the customer first, for both international and local clients.

Adil Abdullayev

Founder and CEO of Qmeter
Adil is a Founder and CEO of Qmeter. Qmeter is an enterprise solution for Customer Feedback Management and Customer Experience Management. Experienced in deploying Customer Journey Management solutions and creating new touchpoints to enhance Customer Experience. Adil is also the creator of the new methodology of Customer Experience Measurement, SLI - Satisfaction Level Indicator. SLI is a competitive measurement which shows your current satisfaction score compared to your best possible performance.

Rosaria Cirillo Louwman

Founder, Wow Now Customer Experience
Rosaria is TEDx Speaker, CX Advisor, CCXP & CXPA Authorized Resource Trainer, and co-founder of CXPA Dutch chapter. After 12+ years in various roles across sales, customer service, business improvement, e-commerce and customer experience for leading companies like Forrester, Stream, Adobe, and Philips, in 2013 she founded Wow Now to inspire and empower companies to choose, design, and deliver WOW life-enriching experiences that contribute to everyone’s HAPPINESS! Rosaria is the author of Yellow Goldfish.

Matthieu Bonelli

Customer Experience Specialist, CX Mania
Matthieu is a passionate Customer Experience Specialist helping large European companies becoming more customer centric. Thanks to a strong focus in retail e-commerce, his coaching allows organisations to become autonomous in delivering best-in-class customer experiences to drive profit.

Jana Klekar

RIS3 Manager, RRA Pardubice Region
After several years in the corporate world, where I started with CX, I moved to the Office of local County. I lead a project to drive innovation through the region.

Norbert Lojko

Marketing Consultant, Anodius
Skilful marketing and sales professional with experience from both corporate and consultancy side since 1993. Focusing on customer experience improvement through consultancy and cloud technology implementation. Because positive improvement in customer experience is a must for any company to survive. #ImproveYourCustomerExperienceOrDie

Chris Brown

CEO and Co-Founder, Marketculture
Chris is a global expert in customer-centric business strategies. He and his colleagues have conducted extensive research on this topic and published articles in Strategy & Leadership, B2B Magazine, the CEO Refresher, the Harvard Business Review Blog, the CMO Council program on Market Sensibility and other journals.

Geeta Wilson

Founder and CEO, Consumer Society
Geeta has over 20+ years in the corporate and start-up world and over a decade as a health care industry leader. She is Founder and CEO of Consumer Society, an experience design and technology company and former Vice President of CX Enterprise Transformation at Humana. Geeta has brought her disruptive CX approach to thousands and is a sought after thought leader and speaker. She has been featured in Forbes, The Wall Street Journal, and Inc. Magazine and was recognized by MM&M as a Top 40 Healthcare Transformer.

Michael Phelan

Founder & Principal, Go-to-Market Pros
Michael is a Principal & Founder at Go-to-Market Pros. He was formerly a marketing executive at Staples & Reebok. He founded his company eight years ago to help companies make significant inroads into new markets & product categories. Michael specializes in helping companies expand into new markets, launch new products & grow revenue through innovative sales and marketing programs. Michael developed and optimized a new sales & marketing methodology in 2018 called “Magnet Marketing”.

Kerstin Riedl

Innovation Manager, Magenta Telekom
Kerstin Riedl is an experienced customer service professional and innovation manager. She has a special focus on new contact channels and service innovations. Inspiring customers with a great user experience and motivate employees through new work models, involvement and empowerment is her motto. She won the International Customer Experience Award 2018 in the categories Best Digital Strategy and Contact Centre.

Judit Kertesz

Strategy Consultant, Managing Partner, Co-founder, Frontira
Judit is the co-founder and managing partner of Frontìra strategic innovation studio. As an experienced strategic design professional, she helps companies to find their winning aspiration through supporting them in better understanding their customers, business environment, and innovation trends. Judit is also a board member of Service Design Network Hungary.

Alison Circle

Chief Customer Experience Officer, Columbus Metropolitan Library
Alison Circle, Chief Customer Experience Officer, leads the library’s experience strategy. She is an in-demand speaker and has received a Global Impact Award from the Customer Experience Professional Association. She is a CCXP and serves on the international board of the CXPA.

Greg Wempe

Chief Client Officer, Kasasa
Greg Wempe is Chief Client Officer at Kasasa, advising client financial institutions in selecting the most profitable product set, platform, and strategy. Greg joined Kasasa in 2006, bringing a devotion to customer experience backed by a data driven approach to consulting.

Naila Al Moosawi

Deputy Chair of Judges, Executive Director Human Resources
Naila is a trusted advisor at group and local conglomerates on sensitive strategic people and business agenda; and active worked her way to an Independent Board Member for ARCET Global and UAE Genetics Association. A credible board member and commercially focused decision maker championing differentiation through commercial transformation. She has an upper hand of leading business cycles- 3 start ups, 3 right sizing, 2 mergers, 1 divestment.

Dr Nour El Deen Reda

Managing Director, Rassyat Digital Marketing
Nour is a Highly Influential Real Estate Multi-Channel Digital Marketing and Communications Expert consultant.

Cary Cusumano

CX Design Strategist, Verizon Enterprise Solutions
Cary is a seasoned Customer Experience (CX) and Design Thinking professional in Verizon Enterprise Solutions.

James Duthie

Owner, Touchpoints Consulting & Communications
A seasoned communications expert with nearly 30 years experience across Europe, Asia Pacific and the Middle East. He has worked with many blue-chip companies to develop their brands in international markets. He has developed world-class customer engagement programmes for several of the region’s biggest brands.

Brijesh Dhruve

Chief Environment Officer, ENOC
Mr. Brijesh holds a Bachelor of Chemical Engineering with Post Graduate Diploma in Environment & Sustainable Development and MBA in Environment Management. He is a Lead Auditor in ISO 14001 & 9001 with over a decade of experience in implementing, maintaining and auditing Environment Management System.

Brooke Cowling

Co-founder & COO, Digital of Things
With more than 12 years of experience, Brooke is an expert at helping businesses reach their audiences through understanding the customer experience. She has worked with not-for-profits to large multinationals, and has delivered results on five continents, across 80 countries.

Nikki Moss

General Manager, Capita Dubai Limited
A customer and people centric, inspirational leader with a proven track record of improving business performance, people engagement, customer satisfaction and profitability of Customer Service departments

Fadi Al Khazali

HR Specialist, The Ministry of State for Federal National Council Affairs
Certified international assessor and Team leader of an EFQM evaluation team. Worked with various consultancy, training and development institutions, and has considerable scientific and knowledge experience in the field of excellence, institutional development and human resources, as well as the areas of enterprise gap analysis, self-assessment, etc

Marc Karschies

Managing Partner, Karschies, Ceron & Alred Consultants
Marc Karschies is considered one of the leading global experts on integrated Customer Experience (CX), Customer Service (CS), Service Quality (SQ), and LEAN Management. Marc’s international cross-industry advisory and training activities include Corporate and Service Strategy, Customer Experience Management, PMO Setup, Design Thinking & Innovation, &integrated KPI & Measurement Systems.

Christo van Wyk

Area Director of Middle East and India, Meltwater
Christo van Wyk is currently the Regional Director India & Middle East at Meltwater, a global leader in Media Intelligence and the SaaS industry. Christo has 10 years experience in building and scaling business across the Emerging Markets - India, Middle East & Africa. Christo believes that “pairing top talent and tech is important to localizing your strategy and building a unique client experience.”

Kiran Jehan

Group HR Lead, Pharmatec pvt Ltd
Kiran brings with her 16+ years of experience in HR advisory and management of best practice people strategies for organisations, businesses and customers across public and private sectors. Skilled in designing HR strategies and contributing to the organizational effectiveness that generate quantifiable results.

Nigel Owen

Strategic Communications Consultant
Nigel has 20 years’ experience managing reputation through effective communication strategies. He has previously led communications teams at the world’s largest bank and today advises global tech companies, as well as supporting the region’s biggest banking merger.

Ali Malik

Head of Customer Experience, StaticA
Ali Malik, CCXP is a Certified CX practitioner, consultant, trainer and VOC platform enabler. Representing Static-A, CX Research and Strategy firm, Ali is helping organizations in designing & implementing CX Measurements, Mystery Audits, Omni-channel Voice of Customers, NPS, CX Strategy, CX Training’s and enabling Customer Centric Cultures

Robert Di Franco

Senior Vice President-Projects, Al Hamra Real Estate Development
Mr. Robert Di Franco, MBA BEng SOE MICE PM, Senior Vice President- Projects at Al Hamra Real Estate Development, having a wealth of global experience in developing, managing and constructing a large portfolio of internationally Branded , Hospitality Projects in the 3star and 5star Luxury Category , F&B, Retail including Malls , Royal Properties , Mixed Use, Infrastructure and Residential Projects. Effectively manage full project life cycles, $multi-billion budgets and global resources including subject matter experts.

Ciarán Kelly

MD MEA Region, FCM Travel Solutions
Ciarán is currently the Managing Director of FCM Travel Solutions, parent company of Flight Centre Travel Group, in the Middle East and Africa and brings over 17 years experience from the global travel industry with his experience gained from Europe, Middle East and African regions. Ciarán brings experience, passion and dedication to his position as Managing Director for the 25 other countries he oversees in the region and collaborates daily with colleagues around the world of 100+ countries where FCM has a presence.

Sam Achampong

Regional Head MENA, CIPS MENA
Sam is a procurement professional with extensive experience in Procurement and Supply Chain management across the Europe, Middle East and Africa (EMEA) region. He has held Senior Procurement and Strategic Sourcing roles for organisations such as Majid Al Futtaim, Abu Dhabi Municipality and Nakheel in the Middle East; MTN across Africa; and Land Securities in the UK. An active member of the procurement fraternity in the MENA region, Sam is Regional Director of the Chartered Institute of Procurement & Supply (CIPS) for the Middle East & North Africa Region.

Eiman Abdul Rahman

Senior Operations Officer, Tawam Hospital
Eiman Al Abdali is a Senior Operations Officer at Tawam Hospital; assists in planning, organizing, and managing operational improvement projects and initiatives. She holds a Master of Science in Quality & Safety in Healthcare Management from Royal College of Surgeons in Ireland 2009. She has facilitated many internal and external quality excellence awards.

Jani Viswanath (PhD)

Artist/ Humanitarian/ Philanthropist
Born to a South Indian Brahmin family in India,Jani spent her childhood in Afghanistan. As a daughter of an educationist & a diplomat, her exposure to multiple cultures and countries have shaped her personal growth & artistic sentiments. Jani is multi lingual and fluent in 6 languages. She has a Phd in Management & Brand analysis. After almost 2 decades of a successful corporate career in Brand development,buying & Retail, Jani decided to give up Corporate Life and founded the NGO HEALING LIVES . She now focuses on the NGO & her other passion - Art.

Laura Tengerdi

Marketing Director, Budapest Bank
Laura Tengerdi is Head of Marketing Communications and Customer Experience of Budapest Bank. She is a Certified Customer Experience Professional (CCXP). She has over 20 years of experience in brand marketing, and is a big believer of the thought ’Customer First’, that mindset she mastered during the many years she spent as a senior leader in Unilever. Later in GE Capital and Budapest Bank she expanded her belief with putting employees in the forefront too.

Olga Guseva

Managing Partner, Integria Consult
One of the leading CX strategy experts and advisors based in Russia, СXPA member, loyalty measurement and development coach, certified customer-centric corporate culture measurement and transformation specialist, MBA, Ph. D., keynote speaker and СХ blogger

Charles Bennett

Chief Executive, NextTen Innovation Solutions Limited
Charles Bennett is a change specialist passionate about using the customer experience agenda to help make deep and lasting impact on the way organisations operate. He is also the founder of the Customer Experience and Service Association Middle East. It is dedicated to helping companies specifically in the region to take advantage of new ideas, learn the latest next practice change thinking and use it to accelerate results arising from customer centricity initiatives.

Sirte Pihlaja

CEO, Customer Experience Optimiser, Shirute Ltd
Sirte Pihlaja (Certified Customer Experience Professional, LEGO® Serious Play® Trained Facilitator) is the CEO & Customer Experience Optimiser of Shirute, the first customer experience agency in Finland. She is currently heading the activities of the global Customer Experience Professionals Association (CXPA) in Finland, one of the Association’s Founding Members, and a member of its International Advisory Board. Sirte is an internationally known CX/EX expert, a coach, designer and strategist with over 25 years of experience in advising large international corporations and brands in different industries.

Daniel Chirtes

CEO at HAPTIC R&D CONSULTING SRL with experience in new advanced engineering and prototypes technology at global level, bringing them from lab to market. Consultant for R&D funds and grants.

Ákos Tolnai

CEO, AbilityMatrix
Akos is the founder of AbilityMatrix; a consulting company specialized in designing and monetizing innovative products. He specializes in developing customer experience strategies and innovations based on his self-developed customer experience segmentation. He is an active startup mentor and a Certified Customer Experience Consultant (CCXP). Speaker on innovation and CX. His insights appeared in Harvard Business Review, Forbes, and select Customer Experience and UX blogs.

Mike Kendall

Founder, The Customer Lab
Leveraging over 25 years of driving transformation inside loyalty-leading companies like Intuit, Capital One, and Humana, Mike Kendall (@DelightApostle) brings expert Customer Experience, Design, & Innovation methods, mindsets, and knowledge to organizations around the world.

Bob Azman

Founder & CXO, Innovative CX Solutions
Bob Azman is the founder of Innovative CX Solutions, LLC, a Customer Experience Consulting firm. He serves as Chairman of the Board of the CXPA. He teaches at both the University of Minnesota Carlson School of Management and Rutgers University.

Roberta O'Keith

Customer Experience Leader, Murphy-Hoffman Company
Roberta has over 20 years’ experience working for mid and large sized corporations designing, implementing and leading customer experience strategies and voice of customer programs. She is a certified LEAN Six Sigma Black Belt and Certified Customer Experience Professional.

Phanindra Gollapudi

Head of Customer Experience - Technology, Dropbox
Phanindra is a strategic technology executive with over 20 years of designing, implementing and driving innovation across various customer processes at companies like Hewlett Packard Enterprise, Aruba Networks, Sony and Gillette. In his current role as Head of CX-Technology at Dropbox he is building the next generation user experiences powered by Artificial Intelligence with an obsession to delight the customers.

Oleg Konovalov

Global Thought Leader, VALUEKOD LTD.
Oleg Konovalov is a global thought leader, speaker, author, and consultant to Fortune 500. Oleg is on the Thinkers50 Radar, #1 Global Leading Coach (Marshall Goldsmith Thinkers 50 Coaching Awards), and has been recognized as #1 Global Thought Leader on Culture by Thinkers 360 (2019).

Marleen van Wijk

Managing Director, NeCXus
With 17,5 years of international experience in customer experience, marketing and manager roles, Marleen van Wijk, CCXP, helps companies to build, improve and drive customer strategies. As managing director of NeCXus, a customer experience management consultancy and training firm, she currently helps companies to better connect to customers by using an integrated approach that is based on years of practical experience. Besides giving CX Masterclasses in the Benelux, Marleen currently accompanies companies in the travel, logistics and banking industry in their Customer Experience transformations.

Andy Netzel

VP, Voice of the Client/Employee, KeyBank
Andy Netzel, CCXP is VP, Voice of the Client and Employee at KeyBank, focused on CX measurement, journey mapping, prioritization and continuous improvement for commercial and consumer payments. He previously helped shape client journeys at Hoover vacuums and Things Remembered.

Jeff Hughes

Head of Front End Development, PMT, Citadel
Jeff Hughes is an enterprise architect, full stack developer and product designer with 25 years of experience working with extraordinary companies all over the world.

Diane Magers

CEO, Experience Catalysts
Diane is a passionate, experienced Customer Experience executive, change agent and sherpa for new and developing customer obsessed leaders. She believes that brands who win choose to focus on human and emotional elements of business.

Mahmoud Al Burai

Senior Advisor, Real estate Regulatory Agency Dubai, Chairman, Middle East Sustainable Development Institute
Mahmoud Hesham El Burai is Senior Advisor, Real Estate Regulatory Agency Dubai and Chairman of the Middle East Sustainable Development Institute.

Garry Murray

CEO, PLACE Community Managers
Hard Working, dedicated Property & Real Estate professional with multiple years experience across Facilities Management, Property Management, Owners Association Management and Sales & Lease of Residential, Commercial and Mixed Use low and high rise property.

Mohanad Alwadiya

CEO, Harbor Real Estate Senior Advisor & Instructor, DREI
An award-winning real estate professional and entrepreneur, popularly known as the “Wolf of Real Estate” and the “Oracle” of Dubai’s real estate industry and has become a fixture discussing property issues on local TV and radio.

Ayman Alawadhi

Managing Director, The Corporate Group
Ayman is Group Managing Director of The Corporate Group overseeing subsidiaries responsible for delivering one-stop-shop platform offering professional services related to business setup solutions and enabling both FDIs and foreign companies to do business in UAE and the region.

Nisreen Abu Hadba

Customer Experience & Quality Director
Nisreen N. Abu Hadba is a senior level professional with more than 19 years of experience in Customer Experience Management, Quality of Service, Customer Journey design & validation, Voice of Customer and Employees Insights, Quality & BPMI, EFQM Excellence Model, Project Management, Sigma Lean processes improvement tools

Amruta Kshemkalyani

Founder, Sustainability Tribe
Amruta Kshemkalyani is founder of Sustainability Tribe, a sustainability management consultant and a highly influential speaker and coach. Originally a mechanical engineer, she is a green buildings expert. Over last 13 years Amruta is contributing to sustainable development in the Middle east as well as helping businesses in sustainable transformation for a positive impact.

Aida Sahraoui

Founder & CEO, WONE
Aida Sahraoui is the Founder and CEO of WONe, a global digital performance marketing consultancy firm with strong roots in the GCC. Through WONe, Aida’s goal is to deliver beyond the scope of work in order to solve any strategic, technical and operational digital problems clients may have.

Tiago Costa

Regional Head of Outsourcing & Permanent Placement, Dulsco
With 13 years of experience, Tiago has occupied the positions of Board Director, Country Manager and Regional Head in various countries across the GCC and Europe, has worked in the largest global staffing agencies. Tiago holds a degree in Clinical Psychology and a Master in Neuropsychology.

Matteo Boffa

General Manager, Etuix - Luxury Upcycled Products
Matteo Boffa is a 28-year-old Swiss Social and Environmental Entrepreneur. He is a member of the boards of various international companies/projects in the field of sustainability and innovation .His motto: "Don't spend to destroy, invest to create!"

Faran Niaz

SVP - Global Head of Customer Experience, Abu Dhabi Islamic Bank
Highly experienced Customer Experience & Digital Transformation specialist. Change Management Expert with over 25 years of experience in Banking / Financial Services including successful establishment and running of Alternate Channels, Call Centers, Customer Service Units, Complaint Resolution Units & Quality setups for Citibank, Mashreq Bank & Abu Dhabi Islamic Bank. Global Customer Experience Judge and speaker on various platforms as an industry expert.

Lina Yahya

Head of Service Excellence, RAK Bank
Lina Yahya joined RAKBANK in 2003 and has held several managerial positions within the Bank before becoming the Head of Service Excellence in November 2015. In the past four years, she was a key player in redefining the customer experience strategy and service quality goals and objectives into a journey of excellence. She partnered with both internal and external stakeholders including the Dubai Economic Department, to help build an ethos of customer focus and engagement across various channels through the implementation of various programmes and initiatives.

Shadi AlSwairki

Senior Manager Hospital Service, Bupa Arabia
A high Medical and Operational Professional with superb leadership skills, impressive record of growth and success for more than 13 years of experience in Operation Excellence and Customer Experience Management in the healthcare sector. I firmly believe in passionate and inspirational business leadership which energizes both organizations and individuals, helping people and organizations to be among the best in all aspects and this is my motivational fuel

Saad AL-Qahtani

CEO, SocialTech
Saad AL-Qahtani is a Saudi entrepreneur who co-founded a number of local and GCC companies, working in several leadership positions in the government agencies, where he founded digital media departments for a number of government and educational institutions that have been recognized as the best practice implementation and strategy at local and GCC levels. He served as head of the new media department at King Saud University, where he founded and managed the department for four years. He founded the New Media Department of the Ministry of Labor and served as director.

Victoria Alcober

Creative Energizing Officer, HighSynergy(ActiveEngagement)
Victoria has spent the last 15 years supporting companies to have happier employees. Passionate advocate of creating the best conditions to allow people to grow, learn and thrive. Linguist by education and Historian by vocation, her initial steps in Research and Marketing led to an endless curiosity to find out what’s “behind the scenes” in hundreds of organizations. HR and Employer Brand Consultant, facilitating the quest for new and innovative practices and fostering top-notch ideas to improve the quality of offerings within small and large businesses.

Ghulam Ali

Managing Partner, EPIC Consulting
Ghulam, amongst the first Certified Customer Experience Professionals in the region, has over 19 years' experience across CX, strategy, operations and technology consulting, financial/ technology audit and governance. He formed EPIC to help organizations build customer centric cultures through customer journey mapping engagements and workshops.

Ghulam Ali

Managing Partner, EPIC Consulting
Ghulam, amongst the first Certified Customer Experience Professionals in the region, has over 19 years' experience across CX, strategy, operations and technology consulting, financial/ technology audit and governance. He formed EPIC to help organizations build customer centric cultures through customer journey mapping engagements and workshops.

Hassan Mohammad

CEO, Multifarious
Hassan, Founder and CEO at Multifarious Experience, is a CCXP – Certified Customer Experience Professional and a CXPA (Customer Experience Professionals’ Association) Recognised Trainer Provider (RTP). He is nominated as a rising 30under30 CX superstar by CX Network and also sits on the Leadership board/serves as Executive Director at the Customer Institute. Hassan works at the forefront of innovation and has developed his approach over 7 years working with organisations internationally ie UK and the Middle East across sectors.

Andrea Hanyecz

CX Leader, Budapest Bank
Senior Customer Experience Manager of Budapest Bank. A Certified Customer Experience Professional and a Lean Six Sigma Master Black 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 organisations towards customer centricity. Earned CCXP in 2018.

Stefan Osthaus

CEO - Experience5
Stefan has been a leader in Fortune 500 companies and an advisor to multinational organizations who seek to become more customer centric for more than 20 years. His passion and expertise have helped to improve the experiences of over half a billion customers and hundreds of thousands of employees around the globe. When he doesn’t work with clients somewhere on the planet, Stefan shares his insights and anecdotes as a global keynote speaker, trainer, and author.

Dr Ana Iorga

Director, Buyer Brain
Dr. Iorga is a Medical Doctor that holds a PhD in Consumer Neuroscience and a double MBA degree in Marketing & Finance. She founded Buyer Brain, a consumer neuroscience company that focuses on delivering non-conscious insights to drive customer engagement & loyalty. Ana is a Board Member of NMSBA.

Christina Dolding

Head of Customer Experience, LV=
Christina is the Head of Customer Experience at LV Financial Services. She has worked in the financial services sector in the customer experience world for nearly 25 years. Her unique, unconventional and creative thinking has brought the customer to life in the most unexpected but impactful way. She has won a series of internal and external awards for her work and was awarded the UK Customer Experience Professional of the Year in 2016.

Bernhard Rathmayr

Customer Service, Senior Manager eService & Innovations, T-Mobile Austria
As Head of eService & Innovations Bernhard leads the service digitalization and innovation initiatives at Magenta/T-Mobile Austria. Bernhard's aim is to delight both customers and employees with digital service content and digital service channels. Prio his time in customer service, he was resoponsible for online customer experience and usability projects.

Jan-Jesko Kandzorra

Head of Customer Experience Processes, BAWAG P.S.K.
Jesko has extensive experience in defining and implementing strategies to optimize Customers Experience. Being responsible for Customer Experience Processes in BAWAG PSK he is looking at new innovative ways through technology and process design to support customers when they need it most. He worked in several countries for a pan-European bank at the executive level in Retail and Corporate & Investment banking, his sound project management capabilities and deep experience in Lean Six Sigma it is in his DNA to partner with leaders across all business units.

Greg Kihlstrom

President & Chief Experience Officer, Cravety
Greg is President & Chief Experience Officer at Cravety, host of The Agile World podcast, and author of several books including The Agile Consumer, which discusses the evolving brand-consumer relationship and the future of customer experience.

Megan Burns

Founder, & CEO, Experience Enterprises
Megan Burns a customer experience expert, speaker, and strategic advisor to Fortune 500 firms. She helps them embed world-class experience management (XM) into corporate DNA based on lessons from her pioneering work on XM maturity at Forrester Research and her experience guiding hundreds of leaders through complex culture change.

Tabitha Dunn

Chief Customer Officer, Ericcson
Chief Customer Officer at Ericsson - she leads the customer experience practice and strategy, the employee experience transformation for global sales and the global sales center of excellence. She’s on the Board of Directors for the Customer Experience Professionals Association (CXPA) and is a Certified Customer Experience Professional (CCXP).

Mark Khayat

Principal, NNT Consulting
Accomplished International Business Development, Sales & Logistics Executive skilled at helping companies accelerate global growth through salesforce transformation, foreign expansion & market penetration. Consultant / Entrepreneur / Early Stage Investor.

Naeem Arif

CEO, NA Consulting
With over 25 years as a retail business owner himself, Naeem certainly understands the importance of customer experience. As a CCXP he has worked with an impressive portfolio of consulting clients like Jaguar, The BBC and British Airways.

Rodrigo Edwards

Executive Director, Loyalty Metrics
Rodrigo is director at the Customer Institute, Customer Loyalty and NPS® Certified expert from Satmetrix and holds a Master´s degree in Management from Harvard University. Rodrigo has over 15+ years implementing Customer Experience (CX), Employee Experience (EX) and Net Promoter System (NPS) programs throughout Latin America. Rodrigo founded Loyalty Metrics in 2014, a Customer Experience Management consulting and training firm helping businesses achieve customer centric growth.

David Savage

Strategist/ Facilitator / Owner, TEoC - The Experience of Customers
David Savage is Owner/ Strategist of TEoC (The Experience of Customers) in the Netherlands. He is a Certified Service Excellence Assessor focused on creating positive, memorable and sustainable customer experiences driven by customer centric cultures throughout Europe and North America.

Anna Noakes Schulze

Senior Partner for Customer Experience, Ecodynamics GmbH
Anna Noakes Schulze is Senior Partner for Customer Experience at Ecodynamics GmbH, a platform economy & digital business consultancy. Anna is a digital experience expert, TEDx speaker and startup mentor who helps businesses connect with their greatest asset: their customers.

Marlan Hardie

People Engagement Officer, Worldwide Technology
Marlan operates as the People Engagement Officer for global service providers at World Wide Technology.

Balakrishna Murthy

Independent Consultant
Bala is a Certified Customer Experience Specialist who previously led Marketing, CRM and CX Practices as Business Director at Jacobsons.

Juhi Yasmeen Khan

Founder, JYK; CSR & Charity Initiative Expert, Dar Al Ber Society
Juhi Yasmeen Khan is a humanitarian, a philanthropist. a social activist, an entrepreneur and a fashion guru with a passion to work for the welfare of the underprivileged in the society.

Mohsen Malaki

Digital Transformation
Mohsen has over 19 years of experience covering emerging markets, across strategy, planning, and execution roles. Mohsen’s industry expertise spans telecom, media, digital, and technology. He is an expert in corporate strategy, corporate performance management and the XPP and Balanced Scorecard Norton-Kaplan methodology.

Leith Hoffensetz

General Manager, HTJM Real Estate Consultancy
An expert real estate lawyer with over 25 years experience in real estate development and operations. Leith has worked for multi-national corporations in Australia and UAE and is best known for her practical and common-sense approach solving all your real estate issues. Leith is at the forefront of the real estate industry in the UAE.

Samie Al-Achrafi

CEO, Marmalade Fish
Samie is an award-winning speaker, author and facilitator. He is recognised as one of the world's leading authorities on organisational values and culture change He is known for his progressive learning interventions that transform organizations and embed lasting change.

Talat Sheerazi Goldie

Group HR Director, Bukhatir Group
Talat has over 30 years of Human Resource experience, and has worked in a leadership role in various industries from Telecom at Paktel to Oil and Gas at BP , Aviation at British Airways, Financial Institutions at ABN AMRO Bank and Pharmaceuticals for GlaxoSmithKline.

Saif Sultan Al Abri

Senior Manager L&D, Omantel
Saif Sultan Al Abri is a committed HR Professional with over 19 years’ experience in Banking and Telecom Industry. Saif has become a trusted professional to senior business leaders in Oman for employee engagement and training aspects. He is a certified CIPD HR Professional. Saif added his noticeable finger prints since he took over the lead of Learning and Development in Omantel.

Mandarr Agshikar

General Manager, Ajhinkkya Fze
Mandarr is an EFQM Certified Assessor with more than Three decades of experience in Sales & Marketing, Relationship Management and Business Excellence. He has been providing Marketing & Business Excellence Consulting Services through Ajhinkkya FZE. Currently he heads Ajhinkkya FZE, UAE as General Manager, is an Executive Committee Member of the Continual Improvement Sub- Group of Dubai Quality Group and, a Member of Emirates Green Building Council.

Adrienne Doolan

CEO, Green Touches
Adrienne Doolan is the CEO of Green Touches, a professional consulting & environmental service provider of sustainable Facility Management (FM) in the Middle East. Combining a genuine passion for the environment, promoting a sustainable way of life and working with integrity, Green Touches, was founded in 2015, striving to bring an entirely new concept to the Facility Management industry in the Middle East.

Robert Keay

CEO, Ethos Integrated Solutions
Robert Keay is a Customer Experience and Customer Happiness Expert with 40+ years’ experience. Author of 2 Books, Speaker and Golfer.

Andrea Piccin

Partner & Managing Director, GRS
Andrea Piccin is Partner & Managing Director of GRS Research & Strategy Middle East, the leading research company for Exhibitions, Visitor Attractions, and Large Events. The company is specialised in Customer Experience Optimization, Customer Satisfaction, Mystery Shopping, Market Outlooks, and Data Science. He is married and proud father of two wonderful babies

Maria Sillanpaa

Founding Director, Sustainability Advisory
An internationally recognised sustainability leader with nearly 30 years of cross-sectoral experience across 5 continents and over 40 countries.

Francisco Lafuente

Co-Founder, Innoway
I am the cofounder of innoway and a startup coach at meddy. I help organizations transform their businesses generating, testing and validating innovative ideas in the market fast and cheap using design thinking, lean and agile techniques. I coach early stage startups about fast idea validation in the market. Additionally, I support startups with early stage investment once they can prove initial traction following design thinking and lean techniques.

Helen Tung

Barrister/ Founder, NewSpace2060
Helen Tung is a barrister and NewSpace Legal Futurist. Her background is in commercial law with specific expertise in litigation, maritime and aerospace. Helen has spoken extensively on LegalTech at the International Bar Association and worked with startups including NewSpace startups. She spent 3 months at NASA Ames, is part of the Hague Working Group on Space Resources and instrumental contributor to the Maritime Autonomous Regulatory Systems Working Group (MARSWG) on shipping standards.

Manjula Karthikeyan

Managing Partner, Makfree Consultants
Manjula Karthikeyan is a Human Resources and Business Excellence Management professional with 30 years of experience in leadership roles in multiple industries. As Founder and Managing Partner of Makfree Consultants, Manjula supports organizations in assessing and setting up their people strategies, HR systems, business excellence and strategic management systems.

Dr. Alex Jones

Professor of Leadership and Strategic Management, American University in the Emirates
Dr. Jones has a Doctor of Philosophy (Ph.D.) in Leadership from an ACBSP global business accreditation accredited university with a focus on Critical Thinking and Leadership and a Master of International Business (MIB). He has extensive experience in business development, both nationally and internationally. He has worked managing worldwide publishing for Macmillan, Palgrave Macmillan, WH Freeman, and Worth Publishers in different countries including Dubai, the United Arab Emirates and the GCC.

Souraj Salah

Process Improvement Manager, Abu Dhabi Ports
Dr. Souraj works at Abu Dhabi Ports. He has 20 years of experience in logistics, contracting, retail, services and manufacturing. He published one book and 20 papers. He is certified as LSSMBB and QHSE Lead-Auditor. He won the ASQ-UAE-Quality-professional-Award.

David Reid

Founder/CEO, Be All Ears
David is a senior operational & strategic executive with over 20 years' customer management experience. David learned quickly that when running large global multilingual customer operations, CX & EX are interlinked. David is a certified CX professional who is passionate about improving the lives of others and now supports international businesses to transform, evolve & become, customer centric.

Charlie Boyle

CEO, Customer Service Excellence Ireland
Charlie Boyle is the founder and CEO of Customer Service Excellence Ireland (CSEI). The CSEI programme is used by multi-national global names based in Dublin as well as SME’s in provincial areas. The offer is expanding into the UK as well. Charlie is a sought after speaker and high impact trainer in the CX sphere.

Peter Kmoško

Peter is a CX professional, digitalization expert and marketing strategist with over 20 years of business experience. He is based in Prague and has the experience with driving Customer Focused projects from startups, through scale-ups till big corporations such as Microsoft or O2. Currently owns a consultancy company with a focus to translate the value of improved customer experience/customer-centricity into perceived value for company shareholders to inspire them to invest back more into CX related initiatives.

Dipti Sapatnekar

Director - Value Delivery, Terragni Consulting
Dipti is an emotions and behavioural insights expert. She works in the areas of deep insights, motivators, and contexts of human behaviours through the application of neuroscience, data science and traditional research methodologies. She has vast experience in using these insights to design and execute behaviour shift solutions that lead to business outcomes She leads the Value Delivery function at Terragni whose mandate is to link insights and solutions to business outcomes through a rigorous execution methodology

Steve Towers

CEO, Tucker & Co.
Steve Towers has been named one of the 15 most influential Global Customer Service Experts in 2019. An experienced business transformation leader with over 40 years of success in both the private and public sectors in a variety of key 'C' leadership and top-level consulting positions.

Beppe De Vincenti

Managing Partner, nexa Consulting
Beppe is the co-founder and managing partner of nexa consulting. nexa consulting was established 5 years ago to promote an innovative vision of customer experience in Switzerland, with a holistic approach which places the customer at the heart of all concerns and interactions.   As a Customer Experience expert, he is committed to help out Swiss and international companies to differentiate themselves in their respective markets & industries and generate growth by delivering a memorable experience to their customers.

Eryc Eyl

Lead CX Analyst, E Source
Eryc Eyl brings decades of experience in diverse roles and industries, as well as certifications in customer experience, organizational culture, and change management to his mission to improve the human experience of business. He supports utilities as an analyst for E Source, and speaks and consults widely on human experience.

Stephanie Thum

Chief Advisor and Subject Matter Expert
Stephanie Thum, CCXP is a long-time consultant and former practitioner who has spoken and written extensively on the field and practice of customer experience as a business discipline. Her experience includes work with government, B2B, technology, and nonprofit organizations.

Marty Kaufman

Founder & Principal, infinipoint
Marty lives at the complex intersection of growing companies and the customer experience; creating touch-points that are memorable to the customer and valuable to the company in driving sustained revenue growth and customer retention. He leads and advises executive leadership teams across start-ups, Fortune 100s, and the public sector.

Margaret-Anne Heyland

Participant Experience Lead, MassMutual
Margaret-Anne currently oversees the Participant Retirement Experience for MassMutual. She has over 25+ years’ experience in strategy, marketing, lead nurturing and customer experience. Prior to MassMutual she was the CX Officer at American National Bank of Texas and had a 20+ year career at USAA where she had a proven track record of delivering world-class experiences.

Mirela Saračević Trogrlić

Coach and Founder, Coaching by Design
Mirela is certified Executive Coach by the Academy of Executive Coaching, London, UK. Having more than twenty years of corporate experience - investment banking, media and telco she expanded her area of work to coaching, training and facilitation. She works with individuals, teams and organizations helping them to redesign their thinking models and systems of behaviours in order to achieve full potential in being creative and innovative. Mirela is a strong advocate of humble leadership and psychological safety at work as prerequisites for company’s success.

Vijay Ramchandran

Senior Director of Customer Experience, Citrix
Vijay has led the strategy, design and implementation of CX and NPS programs for global organizations with 100K+ employees. In his current role, he leads the CX efforts for Citrix Systems and has been a primary force in transforming Citrix into an award-winning organization. I am attaching a photo and company logo.

Ruud Verduin

Founder & Managing Consultant, Smart Connections bv
Ruud Verduin is recognized as an expert in customer experience and customer relationship management in The Netherlands. He is head of consulting at Smart Connections, helping clients with effective customer-centric strategies and supporting them in customer experience transformation.

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