Following the success of our first Customer Experience gathering of the year in February, we were back again!
This session was all about Customer Experience and its link to business results. How do we use CX as a growth driver in our business and communicate effectively with leadership about the business impact our efforts are having.
A part of the Customer Centricity World Series.
Ayman Al Awadhi is an inspirational leadership speaker and visionary business leader dedicated to empowering startups, individuals, and organizations with the knowledge, skills, and motivation needed to excel in an ever-evolving world. He is committed to fostering leadership excellence, corporate governance, and transformational projects, embodying the spirit of an Emirati family business with a global perspective. Ayman is serving as the Managing Director of AXD Space, a groundbreaking business hub being the UAE’s largest entrepreneurship membership club. Through its flagship multi-use development, Q East by Alphabeta, AXD Space provides a dynamic ecosystem designed to support both startups and established corporations in their growth and innovation journeys.
Zeeshan leveraged his 15+ years of diversified marketing experience, doctoral research in digital marketing, and proven track record of delivering results to lead the digital and content marketing strategy and global operations. Passionate about using AI, growth hacking, and lead generation techniques to achieve significant growth in reach and engagement across all digital platforms, including social media, websites, apps, and portals. An active member of the American Marketing Association, Chartered Institute of Marketing, the Digital Marketing Institute, and an alumnus of Saïd Business School, University of Oxford. He has managed 27+ brands, 100+ events, 500+ social media campaigns, and 200+ SEA campaigns, as well as published 2000+ communications, taught 7+ courses, delivered 37+ corporate training sessions, raised 11+ startups, and built 12+ departments.
Zachariah built a strong foundation in leadership as the first African Head Boy at Raffles World Academy, setting the stage for a versatile career across project management, IT-driven initiatives, and customer experience. At Fine Hygienic Holding, he has excelled as an Oracle Fusion Techno-Functional Consultant, leading transformative projects such as implementing Read.AI to enhance meeting efficiency and optimizing ITSM through Freshworks—driving measurable gains in operational performance and client satisfaction. His experience at EMERGE Consulting Services further strengthened his expertise in CX strategy, marketing, and business development.
Marc Karschies is a leading Customer Experience strategist, CCXP and CXPA Recognized Training Provider. He advises organizations on CX strategy and transformation, teaches CX professionals globally, and authors thought leadership on structured, outcome-driven experience management and capability building.
Lina Yahya is a customer experience and consumer protection leader with 25+ years of cross-functional expertise across strategy, product, sales, and CX. Known for building what’s missing and fixing what’s broken, she has led experience-led transformation and service model redesign across complex environments. As former EVP of Customer Excellence & Protection at RAKBANK, she shaped enterprise-wide CX strategy, strengthened employee engagement, enhanced complaints handling, and aligned regulatory expectations with customer needs. Lina has been named one of the Middle East’s most influential women in leadership by House of Rose Professional and recognized among the Top 50 under 50 by the Female Founders Initiative Global. A CCXP and Market Culture certified professional, keynote speaker, and long-standing CX awards judge, Lina is also the founder of the change cue.
Dynamic, hands-on Customer Experience and Transformation Executive with a wealth of knowledge and experience in driving operational and customer experience excellence programs, building digital servicing capabilities, exploring new business development opportunities, delivering revenue and cost impact, and guiding project management activities. An avid problem-solver and analytical thinker who can effectively manage change across the organization. Build and lead talented teams of professionals through interactive training and mentorship opportunities.
