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Past Leaders Connect

Tune in monthly to understand how your peers are doing it, be part of the CX leaders community, you don't have to carry the weight alone.


Explore perspectives of top CX executives or avenues to further develop your teams CX capabilities through various Customer Experience Live's programs. 

CX in Healthcare Leaders Connect


Today’s patients as we all know are looking for healthcare providers that can provide an exceptional experience at every touch point. The focus and investments are geared towards creating better patient experience and driving patient satisfaction.


There is no doubt in the minds of healthcare professionals that providing digital experiences to their patients is extremely important.


In today’s leader exchange, we look at the digital transformation that’s driving patient experience, and excellence in patient care.


  • Kowshik Bhattacharjee, Head - Service Excellence, Medcare Hospitals. 

  • Qutaiba Al Manaseer. Government Affairs Director, Middle East & Africa, AstraZeneca. AstraZeneca

  • Rayan Samman, Group Chief Experience Officer, Saudi German Hospital KSA. Over the past 20 years,

  • Mohammed Al Hajjy, Virtual Care Program Manager, King Faisal Specialist Hospital and Research Centre,

  • Mazin Gadir, Strategy & Organizational Transformation Advisor, Digital Health and Innovation Consultant; Board Member and Director of Outreach PMI UAE Chapter

CX in BFSI Leaders Connect


The BFSI sector in the Middle East is evolving quickly with CX and DX alignment having kicked-in with real magnitude in the last year.


Whilst the need to be customer-centric at all times remains paramount, the channels through which the customer is being serviced are changing.


There had been a lot of buzz around digital CX in the last few years, during the pandemic the digital onboarding, digital activations came into the limelight. Yet, with all the innovative transformation and digital CX implementation – BFSIs in the Middle East region are only scratching the surface.


So, what’s in store for CX in the BFSI sector?


  • Sreedhar Suragouni, CIO, Oman Insurance

  • Ewan Macleod, CTO, Sohar International

  • Anshul Srivastav, CTO, Proton Insurance

  • Dr. Joseph George, CIO, National Bank of Fujairah

  • Ahmad Mousa Al Zikan, CIO, Bank Albilad

  • Abbas Hijari , Founder & CEO, Finfirst Capital

  • Julia De Souza, VP Customer Experience & Operations, American Express

  • Andrea Prazakova, Senior Vice President Customer Experience, Mastercard

  • Mohamed AlTajer, Former Head of Marketing, Digital Transformation, Customer Engagement, National Bank of Kuwait

  • Guilherme Rodrigues, AVP Customer Experience and Design Lead @ Payit, FAB

  • Chair: Faran Niaz, CEO & Co-founder, CX Future

Digital Transformation & CX Leaders Connect

Artificial Intelligence vs Emotional Intelligence - are we striking the right balance? 



Artificial Intelligence. Everybody is talking about it and many companies have implemented it in some shape or form. But for all the bluster, what's really in it for customers?  


  • During this session we will look at: 

  • What does Al mean? 

  • Is it really as straightforward as software companies claim it to be?  

  • Do customers actually benefit? 

  • What happened to emotional intelligence?


Arjan Schimmel, Customer Experience Expert

Arjan is an expert in customer experience and innovation. Over the past 25 years he has worked with and advised businesses around the world, including Pizza Hut, Philips Electronics, PwC, eBay and Asda. 

Most recently he was responsible for customer experience at Majid Al Futtaim and ROSHN, a subsidiary of PIF in Saudi Arabia.

B2B Customer Experience Leaders Connect

Why investments in CX transformation are a necessity for businesses? Explore:

  • The current state of the CX industry in the Middle East

  • Maturity levels of CX in the region

  • How to move from CX as a function to an organizational capability

  • Decentralizing and democratizing CX governance across their organizations

  • Unboxing sectors

  • Maturity based on capabilities 


  • Codin Caragea, Head of Customer Experience, Bank Muscat

  • Lama Shanti, Head of Digitization and Customer Experience, Palestine Telecommunications Company - Paltel

  • Faran Niaz, CEO & Co-founder, CX Future

  • Abed Kasaji, Head of Experience Management, Umniah