Making AI more human: The power of personalisation and predictive CX​

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​Customer Experience Live interviewed Amjad Al Sabbah, Group VP, MEA, Sprinklr ​​

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1. How are emerging technologies like Generative AI and voice interfaces transforming the customer experience landscape, and what role does Sprinklr play in this transformation?

2. What is your outlook for Artificial Intelligence in 2025 in the CX sector?

3. What role do you see CCaaS playing in the digital transformation journeys of businesses, and how is Sprinklr uniquely positioned to support this evolution?

4. How do you assess the customer experience in the Middle East region, and have you introduced any new services not available previously? 

Winning in the experience economy: The role of AI, data, and customer-centricity​

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​Customer Experience Live interviewed Simon Fraser, VP Insights and Consulting EMEA, InMoment ​​

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1. With the experience economy evolving rapidly, how are businesses shifting from traditional customer service models to fully immersive, experience-led engagement strategies that drive both satisfaction and commercial success?

2. As businesses accelerate hyper-personalisation efforts, how can they ensure AI-driven experiences remain authentic, emotionally intelligent, and genuinely customer-centric rather than feeling overly automated?

3. How are businesses in the region repositioning CX from a support function to a core business strategy that directly influences profitability, market differentiation, and long-term growth?

4. How are brands reimagining engagement strategies to create seamless, intelligent, and emotionally resonant interactions across all touchpoints?

Customer loyalty in the digital era: Strategies for retention and engagement​

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​Customer Experience Live interviewed Abduragmaan Jacobs, Integrated Contact Centre Manager, Virgin Mobile UAE  ​​

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1. In an era of rapid technological advancements, how does your organisation ensure its customer experience strategies are flexible enough to adapt to new innovations and customer expectations?

2. As businesses in the Middle East embrace Omni AI, how do you foresee the real-time analytics and Gen AI revolutionising customer engagement and loyalty in the region?

3. Customer retention is critical in today’s market. What strategies are your organisation implementing to build emotional connections and sustain long-term loyalty in a highly competitive landscape?

4. According to you, what emerging technologies are going to be vital in enhancing customer journeys and differentiating the brand experience?

Customer-centric innovation: Simplifying processes for seamless CX​

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​Customer Experience Live interviewed Gigs P. Patanao, SPHRi, SHRM-SCP, Chief Human Resources Officer / Hijo Shared Services Center Lead, Hijo Resources Corporation ​​

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1. With the rise of Generative AI, businesses are rethinking customer engagement. How is your organisation integrating Gen AI into your CX strategy to deliver meaningful, humanised interactions at scale? What challenges have you faced, and how are you addressing them?

2. In today’s economic climate, organisations are tasked with balancing cost optimisation and customer satisfaction. What innovative measures are you implementing to streamline operations while ensuring that CX excellence remains uncompromised?

3. Proactive customer engagement is increasingly seen as a game changer. How does your organisation balance proactive and reactive approaches to enhance customer lifetime value and orchestrate seamless experiences?

4. Omnichannel strategies are crucial for delivering cohesive customer journeys. How do you ensure that digital and physical touchpoints are unified to create a truly immersive experience for diverse consumer demographics in Asia?

Smart cities & CX: Creating citizen-centric experiences with AI & IoT​

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​Customer Experience Live interviewed Noman Ejaz, Deputy Director of Digital Transformation & Productization, Tatweer Middle East & Africa ​​

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1. How can smart city solutions be leveraged to enhance citizen engagement and improve public service experiences?

2. What strategies do you recommend for integrating AI and IoT to deliver personalised and scalable customer experiences?

3. In an era of rapid technological advancements, how does your organisation ensure its customer experience strategies are flexible enough to adapt to new innovations and customer expectations?

4. Customer retention is critical in today’s market. What strategies are your organisation implementing to build emotional connections and sustain long-term loyalty in a highly competitive landscape?

Mastering personalisation & efficiency in a high-speed digital world​

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​Customer Experience Live interviewed Khaled Alaa, Head of Experience & Operations, talabat ​​

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1. In an era of rapid technological advancements, how does your organisation ensure its customer experience strategies are flexible enough to adapt to new innovations and customer expectations?

2. As businesses in the Middle East embrace Omni AI, how do you foresee the real-time analytics and Gen AI revolutionising customer engagement and loyalty in the region?

3. Customer retention is critical in today’s market. What strategies are your organisation implementing to build emotional connections and sustain long-term loyalty in a highly competitive landscape?

4. With customer expectations evolving rapidly, how do you balance operational efficiency with delivering a seamless and personalised user experience at scale?

AI meets human touch: Redefining customer experience in hospitality​

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​Customer Experience Live interviewed Dr. Manida Xongmixay Lau, VP, Business Solutions & Member Experience, Okada Manila ​​

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1. With the rise of Generative AI, businesses are rethinking customer engagement. How is your organisation integrating Gen AI into your CX strategy to deliver meaningful, humanised interactions at scale? What challenges have you faced, and how are you addressing them?

2. In today’s economic climate, organisations are tasked with balancing cost optimisation and customer satisfaction. What innovative measures are you implementing to streamline operations while ensuring that CX excellence remains uncompromised?

3. Proactive customer engagement is increasingly seen as a game changer. How does your organisation balance proactive and reactive approaches to enhance customer lifetime value and orchestrate seamless experiences?

4. Omnichannel strategies are crucial for delivering cohesive customer journeys. How do you ensure that digital and physical touchpoints are unified to create a truly immersive experience for diverse consumer demographics in Asia?

Humanising digital transformation: CX strategies for a competitive edge​

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​Customer Experience Live interviewed Shorouk M. Ali, Assistant Manager - CX Management, Boubyan Bank ​​

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1. How do you see the relationship between customer experience (CX) and consumer behavior, especially in today’s competitive business landscape?

2. How does understanding consumer behavior contribute to providing seamless customer experiences?

3. Can you explain how Voice of the Customer (VoC) programs help banks better understand their customers and deliver tailored experiences?

4. With the rise of AI and digital transformation, how can CX professionals ensure that services remain humanised?

CX in Insurance: Balancing technology, trust, and emotional connection​

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​Customer Experience Live interviewed Nehal Break, Chairman & Managing Director, Contact Insurance Brokerage ​​

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1. In an era of rapid technological advancements, how does your organisation ensure its customer experience strategies are flexible enough to adapt to new innovations and customer expectations?

2. As businesses in the Middle East embrace Omni AI, how do you foresee the real-time analytics and Gen AI revolutionising customer engagement and loyalty in the region?

3. Customer retention is critical in today’s market. What strategies are your organisation implementing to build emotional connections and sustain long-term loyalty in a highly competitive landscape?

4. According to you, what emerging technologies are going to be vital in enhancing customer journeys and differentiating the brand experience?

The future of engagement: AI, emotional connections, and CX excellence​

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​Customer Experience Live interviewed Hawraa AL Lawati, Head – Customer Experience, Al Mouj Muscat ​​

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1. In an era of rapid technological advancements, how does your organisation ensure its customer experience strategies are flexible enough to adapt to new innovations and customer expectations?

2. As businesses in the Middle East embrace Omni AI, how do you foresee the real-time analytics and Gen AI revolutionising customer engagement and loyalty in the region?

3. Customer retention is critical in today’s market. What strategies are your organisation implementing to build emotional connections and sustain long-term loyalty in a highly competitive landscape?

4. According to you, what emerging technologies are going to be vital in enhancing customer journeys and differentiating the brand experience?

From Data to delight: How AI powers emotional connections in CX​

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​Customer Experience Live interviewed Wessam Abu Regeila, Associate Director for Enterprise Solution and Data Architecture, CIB Egypt ​​

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1. ​In an era of rapid technological advancements, how does your organisation ensure its customer experience strategies are flexible enough to adapt to new innovations and customer expectations?

2.  As businesses in the Middle East embrace Omni AI, how do you foresee the real-time analytics and Gen AI revolutionising customer engagement and loyalty in the region?

3. Customer retention is critical in today’s market. What strategies are your organisation implementing to build emotional connections and sustain long-term loyalty in a highly competitive landscape?

4. According to you, what emerging technologies are going to be vital in enhancing customer journeys and differentiating the brand experience?

The only channel is omnichannel: Rethinking CX in the education sector​

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​Customer Experience Live interviewed Natalya Shamsuar, Director, Strategic Marketing Department, Multimedia University​​

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1. In today’s economic climate, organisations are tasked with balancing cost optimisation and customer satisfaction. What innovative measures are you implementing to streamline operations while ensuring that CX excellence remains uncompromised?

2. Proactive customer engagement is increasingly seen as a game changer. How does your organisation balance proactive and reactive approaches to enhance customer lifetime value and orchestrate seamless experiences?

3. Omnichannel strategies are crucial for delivering cohesive customer journeys. How do you ensure that digital and physical touchpoints are unified to create a truly immersive experience for diverse consumer demographics in Asia?

Scaling humanised interactions and proactive CX in a diverse market landscape​

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​Customer Experience Live interviewed Tran Thu Thuy, Board Member, Chief Customer Officer, VPS Securities​​

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1. With the rise of Generative AI, businesses are rethinking customer engagement. How is your organisation integrating Gen AI into your CX strategy to deliver meaningful, humanised interactions at scale? What challenges have you faced, and how are you addressing them?

2. In today’s economic climate, organisations are tasked with balancing cost optimisation and customer satisfaction. What innovative measures are you implementing to streamline operations while ensuring that CX excellence remains uncompromised?

3. Proactive customer engagement is increasingly seen as a game changer. How does your organisation balance proactive and reactive approaches to enhance customer lifetime value and orchestrate seamless experiences?

4. Omnichannel strategies are crucial for delivering cohesive customer journeys. How do you ensure that digital and physical touchpoints are unified to create a truly immersive experience for diverse consumer demographics in Asia?

Revolutionising CX in FinTech: AI, ROI, and personalisation unveiled​

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​Customer Experience Live interviewed Ankit Lathigara, Senior Director - Client Services, FinTech, Nasdaq​​

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1. What is the role of Customer experience in business strategy and how to derive an ROI from CX metrics?

2. In an era of rapid technological advancements, how does the FinTech industry ensure its customer experience strategies are flexible enough to adapt to new innovations and customer expectations?

3. How do you suggest harnessing the power of artificial intelligence & cognitive technologies to deliver amazing experiences?

4. How do you balance regulatory and compliance requirements with the need for technological innovation in the banking and finance industry?

Crafting eco-conscious digital solutions: Balancing strategy and environmental impact​

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​Customer Experience Live interviewed Paul Peet, Business Design Director, manifesto​​

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1. How  are, or should, organisations you work with be approaching adopting and using AI?

2. How does the increase in the use of AI affect how organisations measure their environmental impact, keeping in mind the 2030 climate targets.

3. What is the broader impact of digital on the environment? And how can we measure and track that?

4. When it comes to customer experience, how do manifesto’s environmental considerations impact digital experiences?

Harnessing data-driven strategies for seamless digital experiences​

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​Customer Experience Live interviewed Prateek Jain, Director of Digital Experience Services, Axelerant​​

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1. How can companies integrate diverse data sources and systems to create a unified and seamless digital experience that enhances customer satisfaction and loyalty?

2. In what ways can process automation drive significant improvements in digital customer experiences, and what are the critical factors to consider when implementing these technologies?

3. How are businesses harnessing conversational and generative AI to revolutionise customer engagement and redefine the customer journey in the coming years?

4. What are the latest advancements in predictive analytics that can be leveraged to create hyper-personalised digital experiences, and how can companies balance personalisation with privacy concerns?

5. How can organisations adjust their digital strategy to accommodate new growth markets or adapt to changing consumer behaviour?

Navigating transformation & operational excellence: Strategies for success and future trends​

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​Customer Experience Live interviewed Geraint Thomas, Senior Managing Director, Ankura 

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1. Why do so many transformation and operational excellence programmes fail? 

2. What are the key success factors to ensure a transformation / operational excellence programme is successful? 

3. What are the similarities and differences of running Middle East transformation/ operational excellence programmes versus other geographies? 

4. What do you think will be the key themes underpinning transformation / operational excellence in the Middle East over the next 5 years?

5. Are there particular technologies that you believe will be essential in future operational excellence programmes? 

Bridging the action gap: Elevating ROI in Voice of Customer programs​

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​Customer Experience Live interviewed Ellie Dubbs, Sr. Solutions Architect, Voice of Customer, Concentrix 

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1. Despite the best intentions, only ~15% of customer feedback programmes are able to deliver a ROI. Why do you feel that’s the case?

2. What piece of advice would you give an organisation that’s been historically unable to prove the value of their VOC programme?

3. If a brand lacks a culture of customer-centricity, what steps can be taken to create one?

4. What outcomes can a client expect as a result of this focus?

Empowering business transformation with AI-driven Enterprise Architecture​

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​Customer Experience Live interviewed Frédéric Berthier, Head of Sales, EMEA South and Middle East, SAP LeanIX 

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1. Please introduce yourself and your company.

2. What is Enterprise Architecture and why is it essential for companies today?

3. How can Enterprise  Architecture help Business Transformation every step of the way ?

4. How is AI being integrated into SAP LeanIX ?

Balancing innovation and customer needs: AI best practices for contact centres​

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​Customer Experience Live interviewed Pedro Andrade, Vice President of AI, Talkdesk 

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1. Many organisations are now leveraging predictive analytics to foresee and fulfil customer needs. Could you share best practices have emerged from these implementations?

2. As technology continues to evolve, how can organisations strike a balance between adopting cutting-edge tech innovations and maintaining a consistent brand voice and reliable customer experience?

3. Give one real-world examples of where you've introduced AI into a business and what were the real-world gains?

4. What's next for AI in the contact centre and how do you think the modern contact centre will continue to evolve?

Transforming digital engagement: AI-driven insights and unified customer journeys​

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​Customer Experience Live interviewed Nick Condon, Managing Director EMEA, Squiz 

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1. What emerging digital transformation trends are companies prioritising to stay ahead in delivering exceptional customer experienceand how are they fostering innovation within organisations?

2. How are enterprises redefining themselves their metrics to better assess and improve digital customer experiences, ensuring higher levels of customer satisfaction and loyalty?

3. In what ways are firms utilising AI-driven insights to anticipate customer needs and behaviours, and how is this influencing their strategies for engagement and retention?

4. How do you see digital channels evolving and the nature of customer interactions transforming in this era of digital dominance?

Omni-channel strategies and agile methodologies for sustaining CX excellence​

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​Customer Experience Live interviewed Khaled Miah, Regional Account Manager, Zoho Desk 

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1. In the context of the UK’s diverse customer base, how can organisations create personalisation strategies that cater to various customer backgrounds and preferences?

2. Given the fast-paced changes in the digital landscape, what innovative approaches can organisations take to re-engineer processes and sustain CX excellence amidst market shifts?

3. In your experience, what are currently the most effective channels for customer engagement in the UK, and what strategies can enterprises use to ensure each of their channels deliver a cohesive and impactful customer experience?

4. As technology continues to evolve, how can organisations strike a balance between adopting cutting-edge tech innovations and maintaining a consistent brand voice and reliable customer experience?

Transforming CX with seamless digital experience, predictive analytics, and AI​​

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​Customer Experience Live interviewed Kevin Li, VP Product, Optimizely 

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1. How can companies integrate diverse data sources and systems to create a unified and seamless digital experience that enhances customer satisfaction and loyalty?

2. What are the latest advancements in predictive analytics that can be leveraged to create hyper-personalised digital experiences, and how can companies balance personalisation with privacy concerns?

3. How are businesses harnessing conversational and generative AI to revolutionise customer engagement and redefine the customer journey in the coming years?

Winning at CX: Key elements, best practices, and strategies for consistency and ROI​

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​Customer Experience Live interviewed Neil Barman, GM & Business Head - APAC, Kore.ai 

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1. In your opinion, what are the key components of a successful CX model in today's competitive landscape?

2. In your view, what are the 5 best practices integral to building valuable Customer Experience (CX)?

3. How do you ensure consistency in delivering outstanding customer experiences across various touchpoints with your brand?

4. What do you believe are the key elements of a successful CX strategy, and how do they contribute to higher ROI and customer retention?

AI & the evolution of customer experience: Key trends & strategies

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​Customer Experience Live interviewed Justin Loh, Regional Director - South East Asia, NICE

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1. ​In your conversations with clients do you see a growing appetite for deploying AI capabilities?

2. While there are obvious benefits, what are some challenges and considerations while implementing AI in contact centers?

3. With the growing proliferation of digital channels, what’s the future of voice as channel of engagement?  

4. Lastly, proactive customer service – is this a myth or going to be a reality?

Implementing AI-powered customer service operations: Challenges and opportunities in the MENA region

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​Customer Experience Live interviewed Haitham ElKhatib, Senior Vice President of Growth Markets, Sprinklr

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1. How is AI shaping CX to predict and proactively fulfil customer needs before they even arise?

2. What specific challenges are there in implementing AI-powered customer service solutions in the UAE and MENA?

3. Can you share some insights on customer data and personalised interactions within brands?

4. Tell us about some key partnerships and initiatives for Sprinklr in the region to enhance customer experience.

Empowering human agents in the age of AI

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​Customer Experience Live interviewed Sanjay Gupta, Vice President - South Asia & Middle East, NICE

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1. With the continuous integration of AI and machine learning in customer service, what strategies do you recommend for organizations to strike the right balance between automation and maintaining a personalised, human touch in their interactions with customers?

2. How is AI shaping CX to predict and proactively fulfil customer needs before they even arise?

3. The rise of omnichannel experiences is transforming customer interactions. How can businesses effectively integrate various channels to create a seamless and cohesive customer journey, and what role does technology play in achieving this integration?

4. How are new technologies empowering human agents to deliver exceptional and empathetic customer service? 

Navigating the intersection of automation & personalisation in customer service

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​Customer Experience Live interviewed Ben Neo, Customer Experience (CX) Sales Leader - EMEA, and Laura Ball, Zoom Contact Center Sales Specialist, Zoom

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1. With the continuous integration of AI and machine learning in customer service, what strategies do you recommend for organizations to strike the right balance between automation and maintaining a personalised, human touch in their interactions with customers?

2. How is AI shaping CX to predict and proactively fulfil customer needs before they even arise?

3. The rise of omnichannel experiences is transforming customer interactions. How can businesses effectively integrate various channels to create a seamless and cohesive customer journey, and what role does technology play in achieving this integration?

4. How are new technologies empowering human agents to deliver exceptional and empathetic customer service? 

The future of work: Harnessing the power of automation

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​Customer Experience Live interviewed Randall Craig Roberts, Head of Digital Transformation Portfolio, FPT Software

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1. How do you embrace this rapidly changing digital world and make the best automation choices?

2. A successful automation strategy begins with accurate problem identification in a business process and subsequently selecting the right use case for automation. When it comes to IT, how should CIOs approach this?

3. How is the future of work being shaped by automation and where does IT fit in this landscape?

4. Is there a technology on the horizon that you believe could disrupt how automation is implemented in enterprises?

The AI-Personalisation nexus: Strategies for CX enhancement

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​Customer Experience Live interviewed Mark Boniface, Head of Global Alliances GTM, Medallia

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1. With the continuous integration of AI and machine learning in customer service, what strategies do you recommend for organisations to strike the right balance between automation and maintaining a personalised, human touch in their interactions with customers?

2. How is AI shaping CX to predict and proactively fulfil customer needs before they even arise?

3. The rise of omnichannel experiences is transforming customer interactions. How can businesses effectively integrate various channels to create a seamless and cohesive customer journey, and what role does technology play in achieving this integration?

4. How are new technologies empowering human agents to deliver exceptional and empathetic customer service? 

Optimising CX: Strategies for future-ready organisations

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​Customer Experience Live interviewed Ahmed Afifi, General Manager, CX - Contact Center, Data Direct Group

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1. With the continuous integration of AI and machine learning in customer service, what strategies do you recommend for organisations to strike the right balance between automation and maintaining a personalised, human touch in their interactions with customers?

2. How is AI shaping CX to predict and proactively fulfil customer needs before they even arise?

3. The rise of omnichannel experiences is transforming customer interactions. How can businesses effectively integrate various channels to create a seamless and cohesive customer journey, and what role does technology play in achieving this integration?

4. How are new technologies empowering human agents to deliver exceptional and empathetic customer service? 

From Multichannel to Omni AI: CX transformation insights

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​Customer Experience Live interviewed Mamoun Alamouri, Regional VP, MEA, Uniphore

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1. ​The rise of omnichannel experiences is transforming customer interactions. How can businesses effectively integrate various channels to create a seamless and cohesive customer journey, and what role does technology play in achieving this integration?

2. With the continuous integration of AI and machine learning in customer service, what strategies do you recommend for organizations to strike the right balance between automation and maintaining a personalised, human touch in their interactions with customers?

3. How are new technologies empowering human agents to deliver exceptional and empathetic customer service?

4. How is AI shaping CX to predict and proactively fulfil customer needs before they even arise?

AI in CX: Enhancing predictive capabilities for proactive customer service

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​Customer Experience Live interviewed Jono Luk, VP of Product Management, Cisco Webex

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1. With the continuous integration of AI and machine learning in customer service, what strategies do you recommend for organizations to strike the right balance between automation and maintaining a personalised, human touch in their interactions with customers?

2. How is AI shaping CX to predict and proactively fulfil customer needs before they even arise?

3. The rise of omnichannel experiences is transforming customer interactions. How can businesses effectively integrate various channels to create a seamless and cohesive customer journey, and what role does technology play in achieving this integration?

4. How are new technologies empowering human agents to deliver exceptional and empathetic customer service?

Transforming customer service: Leveraging technology for personalised experiences

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​Customer Experience Live interviewed Hussein Kamel, Principal Strategic Consultant, Calabrio

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1. With the continuous integration of AI and machine learning in customer service, what strategies do you recommend for organizations to strike the right balance between automation and maintaining a personalised, human touch in their interactions with customers?

2. How is AI shaping CX to predict and proactively fulfil customer needs before they even arise?

3. The rise of omnichannel experiences is transforming customer interactions. How can businesses effectively integrate various channels to create a seamless and cohesive customer journey, and what role does technology play in achieving this integration?

4. How are new technologies empowering human agents to deliver exceptional and empathetic customer service?

Achieving CX excellence: The role of human connection, AI, and integrated channels

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​Customer Experience Live interviewed William O’Neill, General Manager, Middle East and Emerging Markets, Qualtrics

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1. With the increased usage of AI in customer service, what role does the Human Connection still play in the overall AI strategy of companies?

2. In continuation of the above discussion, does it mean that our frontline employees are extremely important for delivering exceptional customer experiences?

3. The rise of omnichannel experiences is transforming customer interactions. How can businesses effectively integrate various channels & touchpoints to create a seamless and cohesive customer journey, and what role does technology play in achieving this integration?​

Tech, data, and privacy: Strategies for modern marketers

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​Customer Experience Live interviewed Pavel Bulowski, CPO & Co-founder, Meiro

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1. The rise of omnichannel experiences is transforming customer interactions. How can businesses effectively integrate various channels to create a seamless and cohesive customer journey, and what role does technology play in achieving this integration?

2. How are new technologies empowering marketers to deliver exceptional and empathetic customer experiences?

3. How can B2C brands tackle marketing technology adoption in the context of customer data regulations?

4. With 3rd party cookie deprecation, how do you see marketers keeping up with such changes and regulations around customer data privacy?

Striking the balance: AI & human touch in customer service

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​Customer Experience Live interviewed Ramez Kalis, CEO & Co-Founder, Crystel

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1. Could you please share a little bit about yourself, your company, and how it all started?

2. With the continuous integration of AI and machine learning in customer service, what strategies do you recommend for organisations to strike the right balance between automation and maintaining a personalised, human touch in their interactions with customers?

3. What do you think are the most important elements that clients are looking for today in customer service and specifically outsourcing?

4. What is a conducive work environment in any contact center and how does this contribute to better outcomes such as retention, productivity and others?  

The role of unified brand experience in crafting seamless CX

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​Customer Experience Live interviewed Shameel Abdulla, CEO and Co-Founder, Clootrack

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1. How is AI shaping CX to predict and proactively fulfill customer needs before they even arise?

2. What do you think is the biggest advantage CX professionals have with the advancements in AI?

3. The rise of omnichannel experiences is transforming customer interactions. How can businesses effectively integrate various channels to create a seamless and cohesive customer journey, and what role does technology play in achieving this integration?

4. Why should a brand invest in CX in the same way they invest for any top-line impacting activities like sales/marketing?