CX Outlook 2026 - CX Community Event
Silver Sponsor
Venue Sponsor
Join us for our first Customer Experience gathering of the year in Dubai! This session will be all about looking ahead at 2026 and how you as CX Professionals can make a big positive impact in your organisations and with your clients.
A part of the Customer Centricity World Series.
Agenda
Registration and Networking
Introduction by Mark Hamill, CEO, ARCET Global
Welcome from Ayman Alawadhi
KeyNote – Sindhu Sreenath, QuestionPro
Award Winning Case Study – Emirates Safety Laboratory
Coffee Break
The hidden battle of CX: Winning hearts, budgets, and execution by Codin Caragea, Experience Edge
Panel Discussion – Customer Experience Landscape in 2026
Networking and coffee
Close of Session
Unconscious Customer Experience Masterclass by REBEL
End of Masterclass
Speakers and Panelists
Ayman Alawadhi
Managing Director, Axeed Space
Ayman Al Awadhi is an inspirational leadership speaker and visionary business leader dedicated to empowering startups, individuals, and organizations with the knowledge, skills, and motivation needed to
excel in an ever-evolving world. He is committed to fostering leadership excellence, corporate governance, and transformational projects, embodying the spirit of an Emirati family business with a global perspective. Ayman is serving as the Managing Director of AXD Space, a groundbreaking business hub being the UAE’s largest entrepreneurship membership club. Through its flagship multi-use development, Q East by
Alphabeta, AXD Space provides a dynamic ecosystem designed to support both startups and established corporations in their growth and innovation journeys.
Sindhu Sreenath
Managing Director EMEA, QuestionPro
A technology ambassador and sales leader with ~15 years in the industry specializing in scaling business revenue, driving go-to-market strategies, optimizing operations and building high-performance teams and products. Adept in managing multiple complex programs to drive revenue growth and long-term profitability by providing innovative turn-key solutions. Competent in product development, risk analysis, budget optimization and process improvement to enhance productivity, lower costs, and exceed in customer expectations.
Mustafa Chamadiya
Manager - Quality Assurance and Governance, Risk and Compliance, ESL
Mustafa Chamadiya is a CX transformation leader with over 20 years of experience
driving customer-centric change in highly regulated environments. A Mechanical
Engineer with a PGDBA and an IRCA-approved Principal Auditor, he brings a rare
blend of technical expertise, business acumen, and governance leadership.
As Head of Quality Assurance, Governance, Regulations, and Compliance at
Emirates Safety Laboratory (ESL), Mustafa has played a key role in delivering CX
transformations by embedding customer experience into operational design and
service assurance, demonstrating how strong governance can enable exceptional
customer outcomes.
Codin Caragea
Founder & CEO Experience Edge
Senior transformation executive with 25+ years’ leadership across banking, financial
services and regulated enterprises in the GCC and Europe. Proven in enterprise
transformation, CX-led growth, digital and AI-enabled operating models, and large-
scale capability building. A hands-on innovator working with CEOs to design and
scale value-driven products and services. Expert in translating strategy into revenue
growth, profitability, productivity and cost-to-serve improvement, with pricing and
positioning grounded in execution. Trainer and advisor delivering practical,
actionable frameworks.
Ibrahim Al-Faraj
Chief Product Officer, Produktively
Ibrahim Al-Faraj is the Chief Product Officer at Produktively, where he leads the design and delivery of AI-enabled customer experience and operational platforms for real estate, property management, and asset-heavy organizations.
With a background spanning product engineering and digital transformation, Ibrahim specializes in translating complex CX and operational challenges into scalable, data-driven solutions.
His work focuses on leveraging AI to improve tenant experience, service efficiency, and decision-making across the real estate lifecycle—bridging strategy with hands-on product execution
James Duthie
CEO, Touchpoints Consulting & Communications
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.
Emma Logan
Founder, The Customer Experience Collective
Emma is an award-winning CX specialist and Founder of The Customer Experience
Collective, delivering insight-led, human-centric CX strategies that drive loyalty, growth,
and advocacy. Specialist in experience management, VoC/VoB programme design and
employee-customer alignment across global markets.
Nigel Owen
Director of Strategic Communication, ARCET Global
An expert communications strategist with over 25 years’ experience spread across the UK, Europe, UAE and Saudi Arabia. Nigel has a proven record of delivering engaging communications strategies, using a range of channels to influence stakeholders across a variety of audiences. Previously, Nigel led Internal Communications and PR teams for one of the UK’s biggest global brands (The Royal Bank of Scotland Group) and most recently provided communications strategy for the first bank merger in Saudi Arabia (SABB). Nigel has acted as a strategic communications consultant for technology firms Reaktor and Digital of things, helping establish their brands in new markets and lead the debate on topics such as digital transformation, innovation and AI. His work with UAE telecom du helped promote adoption of their digital services and win the Dubai Smart City contract. Nigel has also worked with Dubai Government to promote global best practice in the region’s real estate sector.
Unconscious Customer Experience Masterclass by REBEL
12:00-13:30
All guests are free to join us after the Community Event for a free Masterclass by Aslan Patov of Renascence Consulting
This advanced CX course integrates behavioral economics with customer experience and marketing principles. Delving deep into the unconscious mind of customers, providing insights and techniques to overcome friction across customer journeys. By understanding behavioral biases and psychological triggers, you will be equipped to improve your conversion rates and build stronger customer relationships. Learn how to identify and influence customers who are scared, paralyzed, or anxious, and master the art of turning these challenges into opportunities.
Trainer
Aslan Patov
Founder, Renascence Consulting
Aslan, the visionary founder of Renascence since 2019, brings a wealth of expertise as a celebrated author of a Customer Experience framework. Beyond writing, he is a dedicated Customer Experience coach, an engaging speaker, a skilled choice architect, and a passionate advocate for behavioral science. His mission is to assist brands in achieving clarity in their processes, environments, and decision-making frameworks.
