Bringing together industry leaders, innovators, and change-makers from around the globe to explore the future of customer experience.
Whether you’re an experienced professional or just starting your journey, this seminar is your gateway to explore customer experience insights and a powerful network that will help you drive customer loyalty and satisfaction in today’s competitive landscape.
As an award-winning customer experience Leader, Fergus partners with high-profile brands to improve revenue, reduce costs, and increase satisfaction with customer-centric innovative strategies and digital transformation. He’s experienced in leading global teams of +500 fte, managing annual revenue budgets of +$30m and controlling CAPEX of $5m. He takes accountability for strategic, operational & transformational leadership across omnichannel customer experience, outsourcing/insourcing, operating models, infrastructure roadmaps, digital evolution, and organisational change.
Michael is an award-winning CX executive who is responsible for CX Strategy, Strategic Roadmaps, Blueprints, Key Programs and Innovation at e&. With over 15 years experience in leadership positions in Telecommunications space throughout APAC and the Middle East, Michael is a seasoned CX professional who always challenges the status quo and insists on doing things differently and better. He is deeply passionate about future trends in CX, innovation, culture and design.
Bala helps Organisations to visualise Customer Experience (CX) as a value driver and enables to develop relevant competencies to meet current needs and the required capabilities to meet future needs of customers. He has led several successful engagements in Customer Insights, CRM and CX for brands in Automotive, Healthcare and Hospitality sectors for over two decades in the Middle East region. Bala is an accredited practitioner of SCHEMA® - Customer centricity framework, and a Certified Customer Experience Professional (CCXP) committed to the highest levels of professional and personal excellence.
Craig Lee is a globally recognised expert in customer, employee, and luxury experience advising Fortune 500 companies, public sector, government enterprises and SMEs on business growth and transformation. A trusted C-suite coach and keynote speaker, he has led impactful, customer-centric change across industries including finance, telecoms, luxury retail, education, healthcare, hospitality, and travel. Formerly CX Director at CXG and a senior executive of Customer Experience & Brand at Emirates, Craig is now an independent advisor and a Partner at Kinetic Consulting Services, where he continues to shape and influence strategic experience programs worldwide. Based in Dubai, he advises clients internationally.
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.
Jihane has over 17 years of experience in Customer Experience, Customer Service and Project Management. She has a wide knowledge in designing customer journeys, leading cross functional teams and heading complex projects. She co-founded Human2outcome, guiding organizations toward operational excellence by prioritizing customers and employees. She is a certified Customer Experience Professional (CCXP) and is an authorized independent advisor of NPSx℠, by Bain & Company.
JD is a tech entrepreneur and CEO of RAIZOR. He has a rich history in the contact center and AI space, becoming a top voice in the industry through his work with companies like Macy's, Oracle and Black Box. Based out of Barcelona, JD has a truly Global reach with bases in both Chicago and Dubai.
Mark is the Co-Founder and CEO of ARCET Global. A Leader in creating engaging content led events and Building CX Communities across the Middle East, Europe and the Americas. Mark’s focus is on building more engaging Event concepts along with assisting clients on the next stage of their journey to excellence. His entire career has been centred on Customer Experience from being product manager of the The International Standard for Service Excellence to becoming a successful serial entrepreneur. Mark's first business was set up in Dubai in 2013 with his latest venture, ARCET Global, having a footprint in Dubai, the UK and in the US too.
