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 ?