CX Live Dialogue with Rachit Bansal, General Manager, Middle East, NICE

From insight to impact: Redefining customer loyalty through AI​

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​Customer Experience Live interviewed Rachit Bansal, General Manager, Middle East, NICE ​​

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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?

CX Live Dialogue with Samar Elshafie, Head of Commercials & Client Relations, Octopus Outsourcing

Scaling multilingual support & loyalty with smart CX strategies​

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​Customer Experience Live interviewed Samar Elshafie, Head of Commercials & Client Relations, Octopus Outsourcing ​​

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

2. With increasing demand for multilingual support in global markets, how is your organisation leveraging outsourcing strategies to enhance customer interactions across diverse regions and languages?

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?

CX Live Dialogue with Peter Kolenič, EMEA Sales Director, 2Ring

Driving contact centre agility through real-time intelligence​

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​Customer Experience Live interviewed Peter Kolenič, EMEA Sales Director, 2Ring ​​

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1. Contact centers are moving toward hybrid models and digital-first strategies. How does 2Ring help organizations stay on top of performance in real time across distributed teams?

2. With Gen AI becoming a big part of contact center transformation, how does 2Ring complement or support this shift?

3. Emotional loyalty is becoming the new CX metric. How does 2Ring help organizations act on the moments that really matter in the customer journey?

4. From your perspective, what innovations will define the next generation of contact center performance management?

CX Live Dialogue with Sameer Narkar, Founder and CEO, Konnect Insights

Data security and AI: Ensuring secure, personalised interactions​

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​Customer Experience Live interviewed Sameer Narkar, Founder and CEO, Konnect Insights ​​

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1. We have seen a drastic shift towards personalization when brands interact with customers - How are you enabling your users with the same?

2. What is the roadmap for Konnect Insights in the coming years?

3. We see multiple platforms just throwing AI as a buzzword around but all they are is a generative script on top of Open AI - What is the case with Konnect Insights?

4. How does Konnect AI+ differentiate from legacy CX platforms that rely on traditional rule-based automation?

5. Just like the industrial revolution, AI is revolutionizing the way brands interact with clients. This raises a lot of questions about security and Privacy - what are you doing to tackle this?

6. If you had to give one piece of advice to CX leaders, what would it be?

CX Live Dialogue with Abhijeet Sonawane, Digital Transformation Delivery Head, Kohler Co.

From automation to emotion: The key to truly human-centric customer experience​

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​Customer Experience Live interviewed Abhijeet Sonawane, Digital Transformation Delivery Head, Kohler Co. ​​

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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?

CX Live Dialogue with Noha Amir AbdelAziz, Regional Director of eCommerce & Digital Strategy - Middle East & Africa, Kempinski Hotels

Loyalty, luxury, & AI: Elevating the guest journey through meaningful personalisation​

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​Customer Experience Live interviewed Noha Amir AbdelAziz, Regional Director of eCommerce & Digital Strategy - Middle East & Africa, Kempinski Hotels ​​

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1. 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?

2. 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?

3. In your opinion, what's the most significant opportunity for a luxury hospitality brand like Kempinski to leverage AI or digital transformation to enhance the customer experience?

4. Beyond traditional online bookings, what innovative digital strategies can a luxury hotel brand like Kempinski implement to create new revenue streams and enhance the overall guest experience?

CX Live Dialogue with Sonal Dawda, Head of Marketing & Corporate Communications, Dubai National Insurance (DNI)

Building deeper connections: The role of empathy in insurance loyalty​

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​Customer Experience Live interviewed Sonal Dawda, Head of Marketing & Corporate Communications, Dubai National Insurance (DNI) ​​

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

3. What are the challenges your organization faces in aligning various channels under a digital experience platform, and how have you addressed issues related to disjointed or chaotic customer journeys?

4. In what ways have you integrated digital-first strategies into your multi-channel engagement, and what specific technologies or platforms have proven most effective?

CX Live Dialogue with Amjad Al Sabbah, Group VP, MEA, Sprinklr

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? 

CX Live Dialogue with Simon Fraser, VP Insights and Consulting EMEA, InMoment

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?

CX Live Dialogue with Abduragmaan Jacobs, Integrated Contact Centre Manager, Virgin Mobile UAE 

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?

CX Live Dialogue with Gigs P. Patanao, SPHRi, SHRM-SCP, Chief Human Resources Officer / Hijo Shared Services Center Lead, Hijo Resources Corporation

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?

CX Live Dialogue with Noman Ejaz, Deputy Director of Digital Transformation & Productization, Tatweer Middle East & Africa

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?

CX Live Dialogue with Khaled Alaa, Head of Experience & Operations, talabat

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?

CX Live Dialogue with Dr. Manida Xongmixay Lau, VP, Business Solutions & Member Experience, Okada Manila

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?

CX Live Dialogue with Shorouk M. Ali, Assistant Manager - CX Management, Boubyan Bank

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 Live Dialogue with Nehal Break, Chairman & Managing Director, Contact Insurance Brokerage

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?

CX Live Dialogue with Hawraa AL Lawati, Head – Customer Experience, Al Mouj Muscat

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?

CX Live Dialogue with Wessam Abu Regeila, Associate Director for Enterprise Solution and Data Architecture, CIB Egypt 

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?

CX Live Dialogue with Natalya Shamsuar, Director, Strategic Marketing Department, Multimedia University 

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?

CX Live Dialogue with Tran Thu Thuy, Board Member, Chief Customer Officer, VPS Securities

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?

CX Live Dialogue with Ankit Lathigara, Senior Director - Client Services, FinTech, Nasdaq​

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?

CX Live Dialogue with Frédéric Berthier, Head of Sales, EMEA South and Middle East, SAP LeanIX

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 ?