CX as a Growth Driver - CX Community Event
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Following the success of our first Customer Experience gathering of the year in February, we are back!
This session will be all about Customer Experience and its link to business results. How do we use CX as a growth driver in our business and communicate effectively with leadership about the business impact our efforts are having.
A part of the Customer Centricity World Series.
Agenda
Registration and Networking
Introduction by Mark Hamill, CEO, ARCET Global
Welcome from Ayman Alawadhi
09:10
Connecting CX Strategy to Business Results – Zach Manyapye, QuestionPro
Award Winning Case Study – Al Wathba Insurance
Coffee Break
Panel Discussion – Customer Experience as a Growth Driver: Linking Customer Experience to Business Outcomes
Networking and coffee
Close of Session
CX Masterclass with Marc Karschies
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.
Muhammad Zeeshan Haider
Head of Marketing & Communications, Al Wathba Insurance
Zeeshan leveraged his 15+ years of diversified marketing experience, doctoral research in digital marketing, and proven track record of delivering results to lead the digital and content marketing strategy and global operations. Passionate about using AI, growth hacking, and lead generation techniques to achieve significant growth in reach and engagement across all digital platforms, including social media, websites, apps, and portals.
An active member of the American Marketing Association, Chartered Institute of Marketing, the Digital Marketing Institute, and an alumnus of Saïd Business School, University of Oxford. He has managed 27+ brands, 100+ events, 500+ social media campaigns, and 200+ SEA campaigns, as well as published 2000+ communications, taught 7+ courses, delivered 37+ corporate training sessions, raised 11+ startups, and built 12+ departments.
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.
Lina Yahya
Founder & CXO, The Change Cue
Lina Yahya is a customer experience and consumer protection leader with 25+ years of cross-functional expertise across strategy, product, sales, and CX. Known for building what’s missing and fixing what’s broken, she has led experience-led transformation and service model redesign across complex environments. As former EVP of Customer Excellence & Protection at RAKBANK, she shaped enterprise-wide CX strategy, strengthened employee engagement, enhanced complaints handling, and aligned regulatory expectations with customer needs. Lina has been named one of the Middle East’s most influential women in leadership by House of Rose Professional and recognized among the Top 50 under 50 by the Female Founders Initiative Global. A CCXP and Market Culture certified professional, keynote speaker, and long-standing CX awards judge, Lina is also the founder of the change cue.
Kuldeep Chouhan
Head of Consumer Finance, Aafaq Islamic Finance
Dynamic, hands-on Customer Experience and Transformation Executive with a wealth of knowledge and experience in driving operational and customer experience excellence programs, building digital servicing capabilities, exploring new business development opportunities, delivering revenue and cost impact, and guiding project management activities. An avid problem-solver and analytical thinker who can effectively manage change across the organization. Build and lead talented teams of professionals through interactive training and mentorship opportunities.
Customer Experience Masterclass by Marc Karschies
12:00-13:30
All guests are free to join us after the Community Event for a free Masterclass by Marc Karschies of KCA Consultants
Trainer
Marc Karschies
Managing Partner, KCA Consultants
Marc Karschies is a leading Customer Experience strategist, CCXP and CXPA Recognized Training Provider. He advises organizations on CX strategy and transformation, teaches CX professionals globally, and authors thought leadership on structured, outcome-driven experience management and capability building.
