Customer Centricity World Series

Scoring of Entries

The purpose of the ARCET Global scoring model and criteria is to ensure that business stories, teams and leaders are scored accurately, effectively and independently. Giving both entrants and judges confidence that the winners are deserving.

Our scoring model, which has been constantly updated based on both Judge and Entrant feedback, is endorsed by the University of Westminster and has been certified by Customer Institute. Giving you confidence that all entries will be evaluated in a vigorous and thorough manner.

The University of Westminster is founded on the principle of supporting entrepreneurs and entrepreneurial endeavours, which echoes ARCET Global’s commitment to improve businesses around the world.

Customer Institutes mission is to be the go-to source for B2B, B2C, and public-sector organizations to excel through customer centricity. A goal that exemplifies our commitment to furthering the practice of Customer Experience.

We are delighted to collaborate with both the University of Westminster and Customer Institute.

Awards Scoring Method Certified by the Customer Institute

Each criteria scored 1-10 (10 being the highest score)

After all the presentations, judges score the overall entry out of 100 so they can reflect on which story captivated them.

Scores are aggregated and given a percentage.

Finalists who score within 3% of the highest marks of that category will be winners.

Judging Panel

Meet the judges who will be bringing their industry knowledge and category specific skillsets to assess the entrants. Each judge has been invited to take part in the world series after their exemplary performance at the regional awards. To ensure impartiality and all judges sign a confidentiality agreement. Judges are selected based on their business experience and qualifications. Each panel has a cross section of experts to ensure the evaluation is thorough.

Interested in becoming a judge? Apply to judge, your profile could be on display below.

Professor Graham Shapiro

Chairman of Judges - CEO, GSD
Professor Graham Shapiro is an award-winning British inventor, designer & digital entrepreneur. A Fellow member of The Chartered Society of Designers, Chartered Institute of Marketing and The Royal Society of Arts. Visiting Professor of Innovation and Entrepreneurship at the University of Westminster, Ambassador of Innovation for The University of Cambridge, Entrepreneur in Residence at the University of Chester and Chairman of Arcet Global. Graham invented the interloopmailer® and Reggie®. For over 25 years his company Graham Shapiro Design (GSD®) has created online and offline visual communication for some of the world’s most respected companies. He is also the founder of The Graham Shapiro Foundation. A Charity that's aim is to establish a real way to support mental health, wellbeing and to inspire innovation and young entrepreneurialism in the UK.

David Savage

Strategist/ Facilitator / Owner, TEoC - The Experience of Customers
David Savage is Owner/ Strategist of TEoC (The Experience of Customers) in the Netherlands. He is a Certified Service Excellence Assessor focused on creating positive, memorable and sustainable customer experiences driven by customer centric cultures throughout Europe and North America.

Giuseppe De Vincenti

Managing Partner, nexa Consulting
Beppe is the co-founder and managing partner of nexa consulting. nexa consulting was established 5 years ago to promote an innovative vision of customer experience in Switzerland, with a holistic approach which places the customer at the heart of all concerns and interactions.   As a Customer Experience expert, he is committed to help out Swiss and international companies to differentiate themselves in their respective markets & industries and generate growth by delivering a memorable experience to their customers.

Jacek Wieczorkowski

Head of Customer Experience Team, Santander Consumer Bank s.a.
Jacek has been associated with the banking sector since 2004. He creates and supports activities aimed at providing clients with positive experiences in all touchpoints with Santander Consumer Bank. He is responsible for the quality of customer service, internal communication and development of employee competences.

Jerry Angrave

Customer & Passenger Experience Director, Empathyce
Jerry is founder and CX Director at Empathyce. He has a background of in-house corporate CX roles and is now a consultant and coach. Jerry is a Certified Customer Experience Professional (CCXP) and an officially authorised trainer for the accreditation.

Laurence Leach

Technical Director, ACF Technologies
Laurence is a Technical Director at ACF Technologies – responsible for the design and implementation of CX solutions, including the award-winning UK NHS Covid-19 vaccination system. Laurence specialises in analysis of customer behaviour and designing efficient customer experience solutions

Olga Guseva

Managing Partner, Integria Consult
One of the leading CX strategy experts and advisors based in Russia, СXPA member, loyalty measurement and development coach, certified customer-centric corporate culture measurement and transformation specialist, MBA, Ph. D., keynote speaker and СХ blogger

Rosaria Cirillo Louwman

Founder, Wow Now Customer Experience
Rosaria is TEDx Speaker, CX Advisor, CCXP & CXPA Authorized Resource Trainer, and co-founder of CXPA Dutch chapter. After 12+ years in various roles across sales, customer service, business improvement, e-commerce and customer experience for leading companies like Forrester, Stream, Adobe, and Philips, in 2013 she founded Wow Now to inspire and empower companies to choose, design, and deliver WOW life-enriching experiences that contribute to everyone’s HAPPINESS! Rosaria is the author of Yellow Goldfish. Originally Italian she lives in The Netherlands with her husband and two boys.

Stefan Kolle

Partner & Founder, Future Lab
Stefan is Co-founder and CEO of the CX Strategy and VOC boutique Futurelab since 17 years. With his team he drives customer strategy development, CX and CC implementation programmes, all built around solid VOC basics. He has worked with companies like Toyota, Vodafone, Lexus, Shell and Deutsche Bank.

Alessandro Donetti

Lecturer, MIP Politecnico di Milano - Graduate School of Business
Lecturer at POLIMI Graduate School of Management with over 3 decades of experience as advisor of global brands. His main fields of activity are brand strategy, consumer behavior and creation economy in both physical and metaversian markets. In his consulting activity he has helped iconic brands to position themselves in consumers mind to achieve their long term growth target.

Elena Coronado

VP Operations, Playtech Managed Services
Elena, a seasoned Customer Experience Professional, with over 18 years of experience in Operations, Customer Service and Customer Experience domain. Currently, the VP Operations of Playtech Managed Services, Elena has Implemented different projects using a wide array of approaches such as Lean process improvement, RPA, and Digital Transformation While Customer Experience is indeed her passion, her professional inclination extends to leadership; with excellent talent management, identifying, developing, and growing Talent within the organization.

Gregorio Uglioni

Head Business Transformation, CX Goalkeeper
Gregorio Uglioni, Head Business Transformation, CX Goalkeeper Thanks to his strong leadership skills, Gregorio has successfully led several transformation programs achieving great results, creating a positive customer impact while relentlessly nurturing a positive innovation culture. His cross-industry engagement for the development of the customer experience discipline (e.g., with his podcast “the CX Goalkeeper”, as a Judge at several international events, as a co-author of the global best-sellers “Customer Experience 3” and “Customer Experience 4”) and his in-depth know-how allowed him to be recognized and awarded several time in Customer Experience Community. Gregorio is heading the Business Transformation at the cantonal hospital of Winterthur.

James Scutt

Principal XM Catalyst, Qualtrics XM Institute
Recognised as one of Europe's leading Experience Management (XM) experts, James is a Customer Experience strategist and Business Transformation expert with a unique, high value add proposition. A Non-executive Director, Committee Chair and keynote speaker, James is a Principal Experience Management (XM) Catalyst with the Qualtrics XM Institute and the founder of the XMcentric.com family of brands. JamesScutt.com

Jonathan Hawkins

Founder and CEO, Anthrolytics
Jonathan is an industry veteran and co-founder of Anthrolytics, whose Predictive Behavioral Analytics platform breaks new ground in CX and EX – predicting the next likely behavior of customers & employees allowing companies to demonstrate Empathy at Scale.

Mary McDonagh

Senior Manager, Strategy & Implement, Customer Service, BT Ireland
At BT Ireland, Mary’s helps set and evolve the customer service strategy, deliver new initiatives and enhance the overall experience. Mary’s transformation experience taught her how to develop innovative solutions to solve challenges. This informs her customer experience work, where the objective is to give customers the best possible experience and embed a customer centric culture.

Peter Kmoško

Founder, Monetize.CX
Peter is a CCXP certified CX professional, digitalization expert, and marketing strategist with over 20 years of business experience. He is based in Prague and Bratislava and has experience with driving Customer Focused projects ranging from startups, through scale-ups to big corporations such as Microsoft or O2. Currently owns a consultancy company Monetize.CX with a focus to translate the value of improved customer experience/customer-centricity into value for company shareholders to inspire them to invest back more and more into CX-related initiatives.

Ruud Verduin

Customer Experience Strategy Consultant
Ruud Verduin is recognized as an expert in customer experience and customer relationship management in The Netherlands. He is head of consulting at Smart Connections, helping clients with effective customer-centric strategies and supporting them in customer experience transformation.

Stefan Osthaus

President, Customer Institute
Stefan Osthaus is a global thought leader in the experience management field, a valuable consultant to leaders in organizations around the globe, and a sought-after speaker, trainer, and author. His passion for helping organizations become more customer centric starts a simple insight: In the battle for customers and talent, the winners are those who optimize customer experience and employee experience as two sides of the same coin! Stefan has been a leader in Fortune 500 companies and an advisor to multinational organizations who seek to become more customer centric for more than 25 years. His passion and expertise have helped to improve the experiences of over half a billion customers, tens of millions of citizens, and hundreds of thousands of employees around the globe.

Andrea Hanyecz

Head of Partnership, CXPA Hungary
A Certified Customer Experience Professional and a Lean Six Sigma Master Black Belt and has spent over twenty years in business improvement in GE Capital and Budapest Bank in various positions in Finance, Quality, Operations, Customer Service and Marketing. She is passionate about driving cultural changes to transfer organisations towards customer centricity. Earned CCXP in 2018.

Elly Domene

Strategic Product Design and Channel Development, Mangata Networks
Elly Domene is a certified customer experience professional, multiple CX award winner, and a globally recognized thought leader in B2B customer experience strategy, human centered design, customer success enablement and transformation.

Ivan Kovačić

Head of Customer Operations, Hattrick-PSK (Fortuna Entertainment Group)
With over 13 years of experience in all things Customer Care related Ivan is a currently a Head of Customer Operations in PSK Croatia covering activities and responsibilities of Customer Care, Anti-Fraud and Payments teams. Since 2009 interested in topics related to Customers and the whole Customer Experience domain trying to bring customer centricity mentality to those around him. Currently holding the position of Head of Customer Operations (Covering Customer Care, Fraud and Payments) in PSK Croatia (which is a part of Fortuna Entertainment Group)

Jannecke Drangert-Hveding

Founder and CEO, Customer C
Jannecke is CEO in Customer C (www.CustomerC.no) and a passionate advocate and advisor helping Scandinavian companies becoming more customer centric. She founded and CEOed Scandinavia’s first CX & customer driven innovation consultancy. She has worked for companies like Telenor, eBay, Schibsted, Nordic Choice Hotels and Sykehuspartner.

Karin Nemcekova

Customer Experience Manager International, UNIQA Insurance Group
Karin has years of practice designing and delivering customer-led services for ING Bank, KBC Bank and KPMG. She believes that problems of getting superb customer experience are immense, systemic, and complex, but experience design-led approach, the right partnerships, and sustained engagement with a particular problem can create transformative change.

Noha Afifi

Global Senior Director of Client Onboarding, Kraken
Noha is a passionate customer experience executive with over 15 years of customer management experience. A COPC-certified professional for high-performance management techniques, she has a broad vision to provide delight to every customer. Noha has worked in various roles across customer experience, customer service, and operations within different industries including Telecoms, E-commerce, Travel, and FinTech. Noha has managed large global multi-lingual customer operations, CX and CS teams. Her goal is to improve the lives of both customers and employees.

Ragna Ghoreishi, CCXP

VP Customer Success, Cleeng
Ragna Ghoreishi is a senior CX transformation leader who combines an E2E mindset of client centricity with a proven track record in operation & process transformation, agile leadership of cross-functional & international teams and “passionate out-of-the-box thinking”.

Sue Duris

Director of Marketing and Customer Experience, M4 Communications, Inc.
Sue is the Director of Marketing and Customer Experience at M4 Communications. She works with organizations and exec teams to help them become customer obsessed and build and sustain their CX programs. She is a writer and speaker and also hosts the famous #CXChat on Twitter.

Samantha Richardson

Director of Executive Engagement Programs, Twilio Inc.
Sam has been helping some of the world's most recognisable brands put customers at the front and centre of their organisations for over 20 years, through human centred experience strategy and design. At Twilio she leads global companies to digitally transform through combining the latest technology with customer centricity.

Alec Dalton

Managing Partner, Hospitality Leadership Academy
Alec Dalton inspires exceptional experiences using service science. Leveraging over a decade of experience in the hospitality industry, Alec is a Co-Founder and Partner of the Hospitality Leadership Academy. The consultancy supports brand names and boutique businesses alike with service-oriented customer experience strategy and training. He proudly serves as an Advisory Board Member for HorizonCX, in addition to being a member of the Board of Directors for the Customer Institute. Alec's publications include co-authorship of the textbook Operations Management in the Hospitality Industry and the first two international best-sellers in the series Customer Experience.

Dan Baxter

CEO, Catapult Consulting
Catapult Consulting helps industry leaders and their organizations deliver unmatched outcomes in team cohesiveness and resilience, leadership conscientiousness and operational excellence. As operationally-proven leaders, they ensure transformations are also informed by innovative application of data analysis, personality expertise and measurable decision-making tools, all tailored to the organization. Dan’s expertise in leadership, teaming and organizational turnarounds comes from his decades of experience as a military officer, decorated fighter-pilot and business executive working in various high-risk, high consequence environments around the world

Howard Lax

Principal Director, Customer Experience Consulting, Forsta
A CX industry leader with hands-on client-side and consulting experience, Howard is a 25+ year CX veteran focusing on applied solutions to CX challenges. His passion is helping clients define their challenges, forge a program to collect the necessary data and working with them to understand the results and implement change. Howard is all about partnering with clients to understand how the customer and employee experience drive behaviors and business results and how to measure and prioritize actions to improve the experience.

Judy Bloch

Principal Customer Experience Advisor, Medallia
As an experienced CX leader, Judy brings her passion for process design to create relevant, high-quality solutions based on customer needs. She’s a forward thinker, leveraging customer, industry, and competitive insights to build predictive strategies, positioning companies for greater success.

Margaret Millett

Global Resilience Senior Manager, Uber
Margaret J. Millett (MSBC, FBCI (Hon), MBCP) is an experienced, results-driven and forward-thinking Business Continuity Management (BCM) professional with demonstrated strategic thought leadership and management expertise. She has been actively involved in the BCM profession for 25+ years and worked for Fortune 300 companies.

Naga Palakurti

Solution Architect, TCS
Naga Palakurti is a seasoned Solution Architect with over 23 years of expertise in the IT industry, specialized in the financial, insurance and state benefits eligibility. Naga Palakurti is a highly accomplished and results-driven solution architect with a proven track record in business analysts, solution architecture and driving business and technical transformations. With extensive experience in advanced software solutions and products, as well as leading the Centers of Excellence of prestigious organizations.

Sandra Greene

President & Chief Strategist, Sandra Greene Consulting
Sandra Greene, an industry-leading Customer and Employee Experience Consultant, specializes in personas, journey mapping, and both CX and CRM strategies. With decades of experience across 15+ industries, she helps clients achieve impressive results. She’s certified and active in advisory councils

Susie Tobin

Customer Engagement Advisor
Susie spent many years in the IT industry always with the customer top of mind. Her global experience included leading teams in developing memorable experiences and building briefing programs and events. Susie is now the Customer Engagement Advisor for 900lbs, an experience design agency in Dallas, TX.

Bob Azman

Founder & CXO, InnovativeCX, LLC
Bob Azman, MBA, CCXP, is Founder and CXO of InnovativeCX, LLC, an experience management consulting firm specializing in CX Design and Execution, Customer Service, Global Operations, and Talent Development. He is the Emeritus Chairman of the Board of the Customer Experience Professional Association (CXPA.org). Bob has a wealth of diverse, global operations and leadership experience at organizations such as Endeavor OnLocation, Carlson Wagonlit Travel, Thomson Reuters, Ceridian, and Deluxe Corporation. He is a recognized thought leader, podcaster, blogger focused on transforming businesses to be easier to do business with as a basic tenant of improved revenues and profits.

Diane Magers

CEO, Experience Catalysts
An accomplished senior customer experience, sales and marketing executive with diverse and exceptional leadership skills. Drives contribution to bottom line results through strategic planning and designing services to deliver consistent brand and value messaging. Innovative leader and expertise in customer engagement strategy, design, development, and execution. Extensive experience in design and implementation of sales, marketing and services solutions and applications including SAP. Known as an innovative and creative strategist, Diane has over 25 years of proven ability to identify opportunities in customer interactions. Her strengths include designing and launching services and solutions based on enterprise, customer and associate needs through various market channels.

Jeff Lojko

SVP CX Transformation, Bank of America
Jeff is a passionate, experienced practitioner at Bank of America who believes that the best client experiences are those that deliver value in a simple, enjoyable way. To him, client-centricity is about understanding and delivering what clients want, and why.

Lakshmi Narasimha Raju Mudunuri

Sr Business Systems Design Spec - Refining Systems, Valero Energy Corporation
With 24 years of experience in SAP, specializing in integrating machine learning models with SAP systems to automate processes like demand forecasting, inventory optimization, and anomaly detection. Integrate the machine learning models with SAP systems to automate and streamline processes, such as demand forecasting, inventory optimization, and anomaly detection.

Mary Drumond

Vice President Marketing, Neighborly Software
Mary Drumond is Vice President Marketing at Neighborly Software and host of the Voices of CX Podcast. She has a passion for consumer behavior and extensive experience in Customer Experience. Mary currently serves as a board member for UGA’s MMR Program, CX Board for Officium Labs, and co-chair of Latinas in Tech-ATL.

Patricia Descamps

CX/Personalization Associate Director, Clorox
As a strong CX and Consumer Insights leader with 10+ years of experience, Patricia has supported different organizations in developing and implementing robust Customer Satisfaction programs and research methodologies to take the relationship between brands and consumers to the next level.

Sreedhar Yalamati

Solutions Architect, Celer Systems Inc
Sreedhar Yalamati is a seasoned, results-driven enterprise leader with 23 years of experience in technology engineering and management, specialized in driving transformation for enterprises in financial services. Sreedhar’s expertise encompasses a broad spectrum of financial technologies and innovations which majorly includes Machine Learning/Artificial Intelligence, and cloud-based platforms.

Tim Kist

Director, Marketing and Customer Experience, TK3 Consulting
Tim Kist, FCMC, is the Managing Director of TK3 Consulting. Central to his practice is a focus on ensuring a customer-centric view in corporate strategy and marketing strategy plans. In addition, Tim teaches strategic planning, marketing, and advertising at the University of Winnipeg PACE program.

Christian Chiari Manni

Sr. Enterprise CSM, Ezra
Christian is currently the Director of Customer Success at huumans, helping small business owners in Canada and the US by fall 2023. Now a CPA candidate, as well as pursuing his Exec. MBA. He won first place in the North America Customer Centricity Award and third place in the ICXA 2021, emphasizing his passion for the CX world.

Gustavo Morales

Director of Engineering, Toptal
A professional leader that brings his drive, energy, and passion to connect the best and brightest in technology with top organizations around the world in order to support companies' digital transformation. He has vast experience working for top companies in the world with a wide range of technology stacks. Gustavo has Implemented many SaaS cloud computing solutions for major airlines in the Americas and delivered a dozen of eCommerce solutions for top retailers’ companies in the United States. Last but not least, Gustavo has participated as Judge and Chair Judge in various international and prestigious events.

Jeff Sheehan

CX Advisor, JS Consulting
JS Consulting (https://www.linkedin.com/company/cx-js-consulting/) partners with clients providing Advisory services to start a new, or re-start a flailing Customer Experience (CX) Management Program designed to align with your business strategy and brand promises and make meaningful and measurable business and customer impact.

Lawrence Levinson

VP, Revenue Optimization, Wave HQ
Lawrence is an accomplished executive leader with 20 years of multinational experience across B2B/B2C cultures and industries. He has driven top-line growth & ROI through Business & Strategic Development, Customer Experience, Sales, Loyalty and Marketing in Startup, Fortune 100 & Forbes Global 2000 companies. A Certified Customer Experience Professional (CCXP), Master of Applied Science & Management, Professional Biologist and Mastering Design Thinking alum from MIT Sloan, Lawrence is the current President & Chair of CXPA Toronto, and sits on advisory Boards for CSPN and Corinium Global Intelligence.

MaryAnn Camacho

CEO and Founder, Model Team Enterprises
MaryAnn Camacho is the CEO and Founder of Model Team Enterprises, a consulting firm helping business leaders engage employees through innovation. With over 30 years Senior Executive experience in Corporate America, she is actively engaged in speaking, authoring, mentoring, and several entrepreneurial ventures.

Praveen Kumar Maroju

Software Developer - QA Lead Architect, Client Server Technology Solutions
Over 16 years of proven experience in banking and retail sectors. excel in data science projects, specializing in the architecture, design, and implementation of cutting-edge automation frameworks. Throughout his career, Praveen demonstrated a relentless pursuit of innovation. His expertise lies in developing state-of-the-art, scriptless automation tools powered by advanced algorithms, machine learning and Artificial Intelligence that eliminate the need for manual intervention.

Subash Banala

Senior Manager, Capgemini
Subash is a professional in cloud technology and security passionate about building effective cloud systems. With over 16 years of experience in designing cloud structures implementing security measures and ensuring customer satisfaction in the North America and Indian subcontinent he excels at grasping client requirements and leading change. Subash takes an approach by merging knowledge with a deep insight into organizational behavior. His business mindset and expertise in managing stakeholders position him as an partner, in any consultation related to cloud services and security

Balakrishna Murthy

Sr. Manager- CX Capability Building, Majid Al Futtaim
Bala helps Organisations to visualise Customer Experience (CX) as a value driver and enables to develop relevant competencies to meet current needs and the required capabilities to meet future needs of customers. He has led several successful engagements in Customer Insights, CRM and CX for brands in Automotive, Healthcare and Hospitality sectors for over two decades in the Middle East region. Bala is an accredited practitioner of SCHEMA® - Customer centricity framework, and a Certified Customer Experience Professional (CCXP) committed to the highest levels of professional and personal excellence.

Craig Lee

Partner, Kinetic Consulting Services
Customer experience strategist and business transformation advisor; Advisory Board member and international keynote speaker. Supporting executive teams of Fortune 500 companies and SME’s to design and drive significant customer experience programmes with impact. Craig has worked on customer centered change in the financial services, telecoms, luxury retail, technology, education, hospitality, healthcare and travel sectors. Craig is Customer Experience Director at Customer Experience Group and more recently held the position of Customer Experience and Brand at Emirates. He is based in Dubai and consults internationally.

Dr. Khaleel Ahmed G.K

Founder/Manager, Brilliant Centre, UAE
Doctorate in Mathematics with more than three decades of teaching and administrative experiences in UAE, Oman & India. For two decades, along with teaching Mathematics/Statistics in the reputed universities in Dubai and Oman, initiated, planned and executed various 'Education to Employment' related lectures, workshops, studies and projects for the students to secure jobs as well as start-ups and businesses. With these experiences and expertise founded 'Brilliant Centre' in 2022 offering services in Education, Careers and L& D.

Lara Khouri

Founding Member, There is no spoon experience consulting & training
Following a very successful corporate career Lara, a "people person who gets process", began her mission to make our world a happier place through an approach to CX/EX training and consulting built on the values of "passion, positivity, and putting people first". Lara is a founding member of Women in CX, mentor, and certified Co-Active® Coach.

Natalia Jaramillo

Founder, Natalia Jaramillo Ultra Luxury Consulting
Natalia Jaramillo CCXP owns a Boutique Luxury experiences firm where she designs experiences for luxury brands. She brings over a decade of experience in Luxury Customer Experience in International Hospitality and Retail brands. She transforms the Luxury CX Strategy, the customer centric culture, the employee experience, and implements clienteling techniques.

Benson Mukandiwa

Customer Service & CX Expert, Service Quality Institute
Benson Mukandiwa (CMgr FCMI-FIML) is a multiple Award Winning Chartered Fellow & Manager. An erudite scholar and global citizen acknowledged by a coterie of affiliates and professionals as Customer Service - CX Consultant, Business Analyst, Author-preneur, International Speaker, and Researcher in Customer Management. An astute think tank with fifteen years plus management expertise majoring in Brand Experience; Customer Experience; Employee Experience and Product Experience. He focuses on helping organizations improve their culture, strategy, marketing, interaction design, and customer-centric leadership practices.

Dr Emmanuel Manyonganise

Customer Experience Strategy Advisor, Bank Al Bilad
Accomplished Customer Experience & Digital Transformation executive with over 15 years of experience. I help businesses attract and retain customers and increase their lifetime value using a customer and data driven digital strategy and transformation which enables organisations to engage with customers more effectively, sell more and new products and services.

Kuldeep Chouhan

Certified Customer Experience Professional
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.

Leilani Sumague

Business Excellence and Customer Care. Eros
Leilani Sumague is the Head of Business Excellence & Customer Care at Eros Group. A seasoned professional with over two decades of experience, Leilani excels in optimizing company performance and delivering exceptional results. Her expertise lies in strategic operations management, effective risk management, and the successful execution of cross-functional initiatives that elevate customer experience.

Paul Burgess

Well-being Program Lead, Saudi Aramco
Paul Burgess is the Well-being program lead for the Saudi Aramco Corporate Well-being Program and a key member of the Employee Experience team, at Management & Professional Development Dept. (M&PDD). Paul has over 25 years’ experience in the health and well-being field and is leading the implementation of a new Well-being strategy at Saudi Aramco.

Cedric Betis

Founder & CEO, Becan Wellness Solutions
Founder & CEO of Becan Wellness Solutions, a consultancy firm specialized in sport, fitness and wellness, currently providing strategic and commercial advisory services to government entities, private companies, investors, real estate developers, hotel groups and fitness clubs.

Glen Stollery

CEO, Les Mills Middle East
Glen Stollery is the CEO of Les Mills International for the Middle East, India, and Africa. An experienced leader in the wellness industry, he founded his first company in New Zealand, growing it to the largest of its kind before leading a successful exit. Since then, he has established companies in Australia, Japan, Brazil, India, and the Middle East. Glen is an alumnus of the Stanford Graduate School of Business, a Harvard Business School certified specialist in strategy, and an MBA candidate at the University of Illinois.

Lama AlShanti

Digital Transformation and Innovation Expert
Speaker/ Judge in Customer/ employees Experience, Innovation and digital transformation expert with deep knowledge of business processes and planning. Head of Human resources and Digital employees experience at Palestine telecommunications company. Experienced Strategic Sales Manager with a demonstrated history of working in the telecommunications industry. Skilled in Negotiation, Business Planning, Operations Management, leading teams. Obtained a BC focused in Electrical Engineering and an EMBA from BZU. Working on a Ph.D. dissertation in customer experience and digital transformation.

Mahmoud Garad

Customer Experience & Performance Improvement, MGManagement, LLC
Mahmoud Garad is an accomplished Customer Experience Professional with 14 years of expertise in driving digital transformation, developing and implementing innovative solutions that elevate customer experiences. His ability to align customer-related programs with organizational goals and his skills in leveraging data-driven insights have consistently resulted in significant enhancements to customer happiness and engagement across the EMEA region.

Sherif Elgendy

Director of Strategic Planning & Organistional Excellence
Boasting 17+ years of professional leadership, excelling in Strategic Planning, Data science & Analytics, Operations Excellence, Project Management, Agile, UX, Scrum & CX. consistently delivered exceptional outcomes, providing strategic vision, change management, and quality improvement as a trusted Advisor to organizations and government bodies.

Bruno Andrade

Employee Experience Strategy Director, Qualtrics
Bruno is the Head of EX Strategy for Qualtrics in Latin America in charge of design and execute EX program and its impact on business KPIs. He plays an important academic role in Brazil as a MBA Professor and co-writer in publications related to EX and leadership subject matters. His 25 years of career was 100% built in the people management space serving multinational companies as HR Practitioner, Global Consultancy firm as Senior Consultant and tech company such his current role at Qualtrics.

Celso Tonet

Director of CX, Claro
Engineer and Master in Business Administration, he has worked for 25 years in the areas of Customer Relations. Since 2009, he has been with Claro Brasil, a leading company in the Telecommunications sector. Today he is Head of Customer Experience, with the challenge of transforming the customer experience every day.

Rodrigo Edwards

Managing Director, Loyalty Metrics
Rodrigo is director at the Customer Institute, Customer Loyalty and NPS® Certified expert from Satmetrix and holds a Master´s degree in Management from Harvard University. Rodrigo has over 15+ years implementing Customer Experience (CX), Employee Experience (EX) and Net Promoter System (NPS) programs throughout Latin America. Rodrigo founded Loyalty Metrics in 2014, a Customer Experience Management consulting and training firm helping businesses achieve customer centric growth.

Jacque Lim

Regional Head of Service Delivery SEA, TikTok E-Commerce
Jacque is a Chartered Quality Professional with the Chartered Quality Institute (CQI) of London, recipient of the Global W.O.W Achievers award at the 8th World Women Leadership Congress (2021), selected as Judge for Customer Centricity World Series as well as Judge for Contact Centres World Top Performers. She has more than 18 years of expertise in curating customer experiences, loyalty program, people & vendor management, strategic management and operational profitability, ranging from financial, digital payments, aviation, loyalty programme, contact centers, travel medical and security across Asia Pacific and global markets.

Vimal Vyas

Customer Experience Strategist
With over 18 years of experience, Vimal is an accomplished professional. For some of the most well-known brands in telecom, retail, eCommerce, and f&B, he led CX strategy, design, and transformation. He is also a Doctorate researcher who researches customer experience.