Zoom & IMperium Invite you to
Connected Journeys: The Future Contact Center
September 24, 2026
Creekside Hotel Dubai, Al Garhoud
Join Zoom and Imperium for a community event built for contact centre leaders who want to get ahead of where the industry is heading. This is a chance to step away from the day to day and talk openly with peers about the real challenges of running a modern contact centre, from managing rising customer expectations to making AI and automation actually work for your team rather than against it. Expect honest conversation, practical takeaways, and time with other leaders who are grappling with the same decisions you are. No sales pitches, just a room of people who understand what the job actually involves.
10:00 Welcome
10:10 Introduction from Zoom & Imperium
10:20 AI First Collaboration
10:35 More AI. More Human. More Trust: The Paradox Shaping the Future Contact Center
10:55 Zoom CX in action and Success Story
11:25 How the Partnership Works: Imperium’s Customer Intelligence tools
11:45 Networking Coffee Break
12:00 Panel Discussion
12:30 Closing remarks
12:40 Lunch and Networking
Manikandan Karunakaran
CEO, Imperium Software Technologies
Mani is an enterprise technology leader and entrepreneur with deep experience across Customer Experience (CX), Contact Center, communications and enterprise technology. Over the course of his career, he has worked closely with organizations navigating contact center modernization, customer engagement, communications infrastructure and emerging technologies
Sanju Sambasivan
Director, Imperium Software Technologies
As the Director of Sales and Partnerships at Imperium Software Technologies, he leads a dynamic business team across Middle East Africa and APAC to achieve our shared vision and revenue targets. With over 15+ years of experience in communication industry, he has successfully managed service provider sell-through projects and contracts for major service providers in the region, collaborating with key clients like Ooredoo and Globe Telecom to drive customer engagements.
Wilson Xavier
Chief Strategist, Imperium SoftwareTechnologies
Global ICT technology and business leader with more than 25 years of diverse technological, cultural and geographical experience in the EMEA, US and Asia with multinational corporations in Digital Infrastructure, Communication, Customer Experience, Cloud and AI domains. Leadership and consulting experience with full-stack technology vision, architectural clarity and pragmatic execution in CX, Cloud & Agentic AI Platform Services, Governance & Sovereign considerations. Keynote Speaker at technology events, conferences and Executive workshops on technology transformation and strategies.
Ayman Majzoub
Sales Lead, Middle East, ZOom
Ayman Majzoub is an enterprise technology and sales executive who serves as the Sales Leader for the Middle East & Africa (MEA) at Zoom Video Communications. Based in Dubai, United Arab Emirates, he possesses extensive experience driving digital transformation, cloud communications, and artificial intelligence solutions across emerging markets
Ahmad Dorra
Regional CX Sales Specialist, Zoom
With 20+ years of experience in leading CX transformation initiatives, he has built a strong reputation for driving business growth through impact-led solution selling, strategic market planning, and forming trusted partnerships.He has consistently been recognized for excellence, achieving top-tier performance through innovative sales techniques and effective business planning. Throughout his career, he has successfully managed regional sales pipelines, conducted impactful business workshops, and aligned solutions with client needs.
Muhammed Ayubi
Senior Solutions EngineeR ZOOM
An ICT professional with more than 15 years of experience in Unified Communications and Contact Center presales and solution engineering across on-premises, private cloud, and public cloud solutions.
Ladislau Batalha
Founder, Experience Lab
Ladislau Batalha is an internationally recognized Customer Experience (CX) executive, management consultant, and entrepreneur with over 25 years of experience leading digital and operational transformations across Europe, the Middle East, South America, and Africa. He specializes in customer care strategy, omnichannel automation, and BPO management
Ahmed Yusuf
Consulting SE, Zoom
Throughout his journey from hands-on deployment to strategic consulting, he has discovered that technology's true power lies in its alignment with business outcomes. Ahmed is passionate about sharing insights on consultative selling, helping technical professionals articulate value beyond features, and guiding organizations through digital transformation. He regularly explore topics like outcome-based demonstrations, consultative sales methodologies, and the intersection of technology and business strategy.
Mark Hamill
CEO, ARCET Global
Mark is the CEO of ARCET Global. A Leader in creating robust Awards Programs and engaging content led events along with Building Business Communities across the Middle East, Europe and the Americas. Mark’s focus is on supporting clients on the next stage of their journey to excellence. His entire career has been centred on Awards and Customer Experience from being Manager of the International Customer Experience Institute to becoming a successful serial entrepreneur, with many events and services focusing on Customer Experience and Service Excellence.