It was the first Customer Experience gathering of the year in Dubai! This session looked ahead at 2026 and how CX Professionals can make a big positive impact in their organisations and with their clients.
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.
Senior transformation executive with 25+ years’ leadership across banking, financial services and regulated enterprises in the GCC and Europe. Proven in enterprise transformation, CX-led growth, digital and AI-enabled operating models, and large- scale capability building. A hands-on innovator working with CEOs to design and scale value-driven products and services. Expert in translating strategy into revenue growth, profitability, productivity and cost-to-serve improvement, with pricing and positioning grounded in execution. Trainer and advisor delivering practical, actionable frameworks.
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.
Mustafa Chamadiya is a CX transformation leader with over 20 years of experience driving customer-centric change in highly regulated environments. A Mechanical Engineer with a PGDBA and an IRCA-approved Principal Auditor, he brings a rare blend of technical expertise, business acumen, and governance leadership. As Head of Quality Assurance, Governance, Regulations, and Compliance at Emirates Safety Laboratory (ESL), Mustafa has played a key role in delivering CX transformations by embedding customer experience into operational design and service assurance, demonstrating how strong governance can enable exceptional customer outcomes.
Ibrahim Al-Faraj is the Chief Product Officer at Produktively, where he leads the design and delivery of AI-enabled customer experience and operational platforms for real estate, property management, and asset-heavy organizations. With a background spanning product engineering and digital transformation, Ibrahim specializes in translating complex CX and operational challenges into scalable, data-driven solutions. His work focuses on leveraging AI to improve tenant experience, service efficiency, and decision-making across the real estate lifecycle—bridging strategy with hands-on product execution
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.
Emma is an award-winning CX specialist and Founder of The Customer Experience Collective, delivering insight-led, human-centric CX strategies that drive loyalty, growth, and advocacy. Specialist in experience management, VoC/VoB programme design and employee-customer alignment across global markets.
An expert communications strategist with over 25 years’ experience spread across the UK, Europe, UAE and Saudi Arabia. Nigel has a proven record of delivering engaging communications strategies, using a range of channels to influence stakeholders across a variety of audiences. Previously, Nigel led Internal Communications and PR teams for one of the UK’s biggest global brands (The Royal Bank of Scotland Group) and most recently provided communications strategy for the first bank merger in Saudi Arabia (SABB). Nigel has acted as a strategic communications consultant for technology firms Reaktor and Digital of things, helping establish their brands in new markets and lead the debate on topics such as digital transformation, innovation and AI. His work with UAE telecom du helped promote adoption of their digital services and win the Dubai Smart City contract. Nigel has also worked with Dubai Government to promote global best practice in the region’s real estate sector.
Aslan, the visionary founder of Renascence since 2019, brings a wealth of expertise as a celebrated author of a Customer Experience framework. Beyond writing, he is a dedicated Customer Experience coach, an engaging speaker, a skilled choice architect, and a passionate advocate for behavioral science. His mission is to assist brands in achieving clarity in their processes, environments, and decision-making frameworks.
