DUBAI | 15TH FEB 2022

Now and Next – Deliver business results through smart CX strategies

In a world accentuated by digital transformation and customer experience is your market differentiator. Organizations are faced with unforeseeable challenges today that require them to change their approach to customer experience to accelerate business value and gain a competitive advantage.

The post-pandemic challenges are only the beginning of a revolution where businesses will have to think beyond the benchmark and find new ways to reposition CX in the future. Join the CX Transformation Summit & Awards where we will unveil and breakdown new CX trends and challenges and future digital progression that will help you out beat your competition and lead as a customer-first organization.

Why Attend

CX Transformation Summit

As competition gets more fierce and economic uncertainty is a wildcard, one thing is for sure: Customer loyalty can help drive the success of a business. And the customer experience (CX) drives loyalty. The data is clear:

74% of customers feel loyal to a particular brand or company

52% of customers report going out of their way to buy from their favorite brands

Top Priority for Enterprises to Invest in Customer Experience even in an economic downturn According to Everest Group Survey


Gain insights into cutting edge technology and connect through networking opportunities


Reach the industry's most top decision makers and iconic brands


Partner with CXT and engage with influential companies and be recognized as a industry leader

Topics at CXT

Join us as we showcase how the CX is changing and transforming across dierent verticals

Meet the


Keep an eye out for more expert #CXT21 keynote speakers – coming soon. Write to us at [email protected] for speaking opportunities.


Faran Niaz

CEO & Founder - CX Future
Conference Chair

Hussein Dajani

General Manager - Digital and CX Transformation - Africa, Middle East, India, Turkey, and Oceana
Nissan Motor Corp

Frederik Bisbjerg

Executive Director,
Digitalization & Innovation, Daman - National Health Insurance Company, UAE

Lina Yahya

Head of Service Excellence, RAK Bank

Maged Younis

Pharma Sales, Marketing & Customer Experience Expert, (Former) Pfizer Gulf, UAE

Abhay Kumar

Senior Vice President Digital Marketing & Social Media,
DAMAC Properties Co. LLC

Tanja Magas

Chief Data & Analytics Officer Democrance

Saife El Cosantini

Head Group Strategy & Customer Experience Banque Saudi Franci


What to expect at
CX Transformation Summit

Fireside Chats/ Presentations

Learn from senior-leadership representing the top manufacturers and distributors that deliver content relevant to your job function in a TED style format.


Informal discussions with your peers moderated by an industry innovator. You choose the roundtable based on your interests and have actual conversations that produce actionable takeaways.

Consultative Business Meetings

An integral part of your agenda is the one-to-one consultative business meetings with leading solution providers. You choose who you want to meet based on the solutions your business needs. This unique aspect of the CX Transformation Summit - serves to simplify and save you time for sourcing new technology solutions

Networking With Peers

Leveraging the valuable group of executives all in one place, we incorporate structured time into your agenda to ensure you meet with the attendees you most want to

Panel Discussions

Carefully selected topics that inspire controversy and generate passionate opinions from the participating speakers.

Practicing safety

CX Transformation Summit

With the current pandemic, we understand that safety is a big concern for all. Here are the health and safety measures that everyone will need to follow at the CX Transformation Summit 2021:

Social distancing

Maintain social distancing while meeting people. Ensure that you are not crowding the exhibiting

Personal hygiene

You’ll need to wear a protective face mask at the event and hand sanitiser will be made easily accessible

Event hygiene

All information points and registration will be completely contactless. The venue will be disinfected regularly.

Staff hygiene

All our staff will be trained to follow all the health & safety guidelines and rules for the venue.

What our

Attendees say

Series Sponsors


Contact us for speaking opportunities

Time Session

8:00 AM

08:50 - 09:00 AM

09:00 - 09:10 AM

09:10 - 09:50 AM

Opening Panel Discussion

A Journey to a Better Citizen Experience in the Digital Age

  • What citizens are saying about their experiences
  • Engaging with empathy, proactively empowering citizens and orchestrating seamless experiences
  • How public agencies interact with citizens, highlighting areas to enhance digital usability

09:50 - 10:10 AM

#NeedforSpeed – Scale up your Business Transformation

  • Planning roll-out of business transformation projects
  • Getting the transformation done – what it takes and common pitfalls to avoid
  • The role of digital and innovation in business transformations

Frederik Bisbjerg, Executive Director, Digitalization & Innovation, Daman - National Health Insurance Company, UAE

09:50 - 10:10 AM

BX (Brand Experience) Plus CX solution

Application of CX and BX to Drive Business Growth

  • Bring BX to life
  • How to stand for something bigger than the products and services
  • Building BX for now, next and future

Hussein M Dajani, General Manager - Digital and CX Transformation - Africa, Middle East, India, Turkey, and Oceana, Nissan Motor Co, UAE

11:00 - 11:20 AM

10:45 - 11:15 AM

FireSide Chat

One Size Doesn't Fit All: Enter the Age of Hyper Personalization - CMO & CXO are they the Perfect Partners to Create the Magic of Perfect Personalization?


Lina Yahya, Associate Director - Service Excellence, RAK Bank, UAE

11:15 - 11:35 AM


Improving CX Through Machine Learning, AI, RPA and Data Analytics

  • Machine Learning: How algorithms are impacting CX Strategy
  • AI-driven Customer Analytics
  • How to leverage on your CX strategy with VOC data

11:35 - 12:15 PM

CXO Panel Discussion:

Maintaining Employee Experience in Current Challenging Times

  • How to maintain your teams to ensure best service to your clients and customers
  • Change in current operations and functions
  • Managing change and ensuring that your organization is prepared for the future
  • Role of organization leaders in ensuring CX teams are getting the right support

12:15 - 12:35 PM

14:05 - 14:25 PM


Future of Digital Transformation in UAE and How digital transformation can change enterprise future in upcoming 3 years

14:45 - 14:05 PM

FireSide Chat

Balancing the Human and Technology Interaction of CX.

  • Demand of Human service in digital age
  • Minimizing barriers and challenges of Chat
  • Importance of striking a balance and how to do it

14:05 - 14:25 PM

15:00 - 15:20 PM


Change in Consumer Behavior in 2020 and What to Expect in 2022

  • How are consumers coping with the pandemic?
  • What experience consumers are looking forward to
  • What to expect in ǼǺǼǻ and years to come
  • Reimaging physical preposition

15:20 - 15:40 PM

Panel Discussion Between Marketing, Sales, Product and CX Heads

How can Marketing, Sales, Product Engineering and CX teams collaborate to create a better CX experience.

  • Where exactly collaboration is required.
  • How to remove department silos and work together in creating CX for future

Pharma Sales, Marketing & Customer Experience Expert, (Former) Pfizer Gulf, UAE,

Abhay Kumar, Senior Vice President Digital Marketing & Social Media, DAMAC Properties Co. LLC

Time Session

10: 30 - 1:30 PM

Register for #CXT21


Mohamed Sarfaraz

[email protected] +91 7259298786


Shabnam Shanaz

[email protected]