For the first time, ARCET Global and EY have partnered to bring the CX Community in Dubai some of the most thought-provoking topics to get the conversation started around true Customer Centricity. 

Part of a broader series of CX Community Events, we have assembled an incredible group of customer experience leaders who will be speaking and make up a special panel which will give a comprehensive insight from leading professionals and C-Suite executives.

Not only that, the Event will help raise the profile and importance of CX across the region.

Join CX thought leaders from the region and share ideas on Customer Experience, meet likeminded professionals and celebrate all things CX.

Supported by:

25 February 2020, EY Wavespace, Dubai


Prem Kamath
Digital Strategy and Experience Leader, Advisory | Africa, India and Middle East (AIM), EY

Ali Pirinccioglu
Partner, Strategy & Customer Advisory Leader, Middle East & North Africa (AIM), EY

Craig Lee, CCXP 
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. Craig is Customer Experience Director at Activate Experience and more recently held the position of Customer Experience and Brand at Emirates. He is based in Dubai and consults internationally.

Brooke Cowling
Co-Founder & COO at 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.

Charles Bennett
Chief Executive at 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.


Ozgur Erdem

Associate Partner, Advisory, EY

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.

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. She supports businesses to stay ahead of the competition with customer experience strategies to develop first-class service cultures.

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.​


Richard Kennedy

Co-Founder & COO, ARCET Global

From the UK, Richard has been in the events industry for the past 11 years. He moved to Dubai, UAE in 2013 and has been involved in running Awards Programmes, Conferences, Summits, Sporting Events, Brand Activations and everything in between. As the industry is built on Incredible Experiences, Customer Experience and Events go hand in hand.

His involvement in Customer Experience stems from running the Gulf Customer Experience Awards from 2015 - 2018 and the 2018 edition of the International Customer Experience Awards. After leaving in May 2019 to set up ARCET Global with the previous team from the former.


08:30 – Introduction by Ali Pirinccioglu & Richard Kennedy

08:40 – Talk by Prem Kamath on Innovation

09:05 – Talk by Craig Lee

09:30 – Panel Discussion with Ozgur Erdem, Mohsen Malaki, Dawn Ketteringham, Adil Abdullayev

10:10 – Coffee Break

10:30 – Talk with Brooke Cowling

10:55 – Talk with Charles Bennett

11:20 – Goodbye


  • Price: Free 
  • Venue:  EY Wavespace, Emirates Towers Boulevard, Dubai
  • Date & Time: 25th February 2020, 0800 – 1300