7th and 8th May: Jumeirah Creekside Hotel, Dubai, UAE

AI World Series & Technology Show - 7th May 2024

The AI World Series Conference features world leading AI experts and industry specialists sharing their knowledge.

We also have the Technology Show running in parallel which brings together the leading CX Technology Vendors from around the World to present the latest and greatest in CX Solutions to help make your life as a CX Practitioner easier, drive efficiency and increase ROI.

Expect product demonstrations, case studies and the opportunity to chat 1-1 with leading CX Solutions experts.

  • Registration
  • Welcome Note from Marlan Hardie, Graham Shapiro and Mark Hamill

Grand Studio

USING CONVERSATIONAL AI TO SUPERCHARGE THE CUSTOMER EXPERIENCE
Seminar with JD Ackley of RAIZOR

How can you leverage conversational AI in your organisation to streamline processes and automate day to day tasks so that your Customer facing employees have more time to provide outstanding experiences. We will be discussing the latest AI driven technologies as well as workshopping some great use cases for you to take back to your company.

Grand Studio

THE IMPACT OF AI ON ENTERTAINMENT & GAMING
Seminar with Tarek Ghannam of MCG Entertainment Consultants

With the latest advancements in technology, how is AI changing the entertainment and gaming industry? What is the future for gaming and entertainment and more importantly what are the opportunities and threats?

  • Vendor Session 1
  • Coffee Break & Networking

Grand Studio

GOT DATA? THE ROLE OF ANALYTICS IN GENERATIVE AI
Talk with Arte Merritt of Reconify

Generative AI is rapidly changing the methodology, implementation, and effectiveness of conversational AI, customer experiences. Having founded three analytics platforms and analyzed more than 90 billion chatbot and voice bot messages, Arte will discuss how to leverage insights in Generative AI to optimize the customer journey. 

Grand Studio

RESPONSIBLY REALIZE VALUE OF GEN AI AND CONVERSATIONAL AI WITH KORE.AI
Session with Usman Wattoo of Kore.ai

Join the engaging keynote session where you will learn through some of the unique stories on how some of top brands have responsibly leveraged the dual power of conversational and generative AI to drive meaningful business outcomes faster.

  • Lunch Break & Networking

Grand Studio

AI ETHICS, COMPLIANCE & DIVERSITY ROUNDTABLE
Forum with Marlan Hardie of Worldwide Technology

Join Marlan Hardie for an open conversation on Ethics, Compliance and Diversity of AI.

Grand Studio

DESIGNING CONVERSATIONS
Key Note with Diane Magers of Experience Catalysts

When creating new an exciting technologies we sometimes lose sight of the human at the other end of the conversation. Join Diane Magers as she takes you through the best practices for desiging human, empathetic conversations in your chat bots and user experiences.

  • Coffee Break & Networking

Grand Studio

AI IN SERVICE
Key Note with Alessio Bagnaresi, Head of AI and Data Analytics of Google

Alessio Bagnaresi the head of AI and data analytics for EMEA will be taking us through Googles latest developments in LLM and how their Gemini platform is transforming the way people do business.

Customer Centricity World Series Conference - 8th May 2024

With your ticket you also get access to the Customer Centricity World Series Conference which is your opportunity to further your CX education by learning from World Class CX practitioners from around the world.

The Conference Sessions will each be centered around the hottest CX Topics with rooms for each and every competency level to make sure that the content matches you and your CX journey. 

Once you have booked you will select which sessions you would like to join so you have a pre arranged schedule with secured places on each session throughout the day.

  • Registration

Room 1

CUSTOMER EXPERIENCE STRATEGY THAT WORKS
Seminar with Olga Guseva of Integria Consult

From company mission and values to working and actionable CX strategy: how to balance the interests of the business and customers? CX strategy in one page.

Room 2

GO BEYOND THE BUZZWORDS: ESTABLISHING A CUSTOMER CENTRIC ORGANISATION – WHAT ARE THE KEY INGREDIENTS FOR SUCCESS?
Workshop with Ragna Goreishi of Cleeng

How does customer centricity in 2024 and beyond look like. Which impact has the maturity of a company when establishing a customer centric organisation? Identify the key success factors when it comes to establishing a customer centric organization in 2024 and beyond.

Room 3

AI FOR LEADERS: PRACTICAL STEPS FOR LEVERAGING AI
Workshop with JD Ackley of RAIZOR

CX Leaders have an amazing opportunity to transform the experience using AI but there is so much conflicting information out there. This session will cut through the noise and help you workshop practical use cases to solve Customer and Employee Challenges using AI.

Room 4

CUSTOMER CENTRIC CULTURE IN OTHER VERTICALS
MRI Benchmark Results Session
Workshop with Sean Crichton Browne of MarketCulture

Thank you to those who took part in the Customer Centricity World Series MRI Benchmarking study. This session will be breaking down the results of the MRI Benchmark as a whole. If you do not fit into the sectors of the other sessions, then this one is for you!

Room 1

REIMAGINING JOURNEYS: HOW ONE CUSTOMER MAPPING UNITES AND TRANSFORMS ORGANIZATIONS
Workshop with Stefan Osthaus of Customer Institute

Presenting ONE customer journey mapping, a novel approach that involves a wide range of stakeholders in defining their roles and behaviors at each journey phase. This method fosters stakeholder-driven improvement ideas, aligning organizational culture with customer-centric norms and engagement for transformative outcomes.

Room 2

CX LEGO: STRATEGY, GOVERNANCE, LEADERSHIP
Workshop with Stephanie Assio of Renascence

Join our workshop and learn the ingredients to building a winning CX strategy. We’ll guide you through the key elements of our CX approach, help you formulate your vision, and assemble a specialized team to make it happen.

Room 3

INFORMED BUSINESS DECISIONS: CUSTOMERS INSIGHTS AND FEEDBACK
Seminar with Olga Guseva of Integria Consult

Your VOC strategy – how to collect, process, store and use customer insights and feedback to make informed business decisions. Customer Experience management cycle based on customer feedback.

Room 4

CX METRICS MEASUREMENTS AND ROI ROUNDTABLE
Forum

To Be Announced

  • Coffee Break

Room 1

THE FUTURE OF DIGITAL: THE NEXT INDUSTRIAL REVOLUTION?
Forum with Marlan Hardie of Worldwide Technology

Are we at the dawn of the new industrial revolution? The rise of AI and the massive leap forward in technology that it brings poses many questions for Digital Transformation leaders. This session is an open forum to discuss your thoughts on Digital Transformation in 2024.

Room 2

EXPERIENCE DESIGN: FROM PUZZLE PIECES TO MASTERPIECE
Workshop with Stephanie Assio of Renascence

In this interactive workshop, we’ll delve into the essential elements of building exceptional customer experiences. By exploring the interplay between Voice of the Customer (VOC) data, behavioral elements, processes, and strategic blueprints, you’ll gain invaluable insights into creating a seamless and positive journey for your customers.

Room 3

PROGRESSING THE IMPACT AND INTERPLAY OF VALUE CREATION, FINANCIAL IMPACT AND EXCEPTIONAL EXPERIENCES
Workshop with Diane Magers of Experience Catalysts

Progressing the Impact and Interplay of Value Creation, Financial Impact, and Exceptional Experiences

Room 4

CUSTOMER CENTRIC CULTURE IN HEALTHCARE
MRI Benchmark Results Session
Workshop with Sean Crichton Browne of MarketCulture

Thank you to those who took part in the Customer Centricity World Series MRI Benchmarking study. This session is specific to those in the Healthcare sector and we will be breaking down the results of the MRI Benchmark together.

Room 1

CX METRICS FUNDAMENTALS: DATA DRIVEN DECISION MAKING
Seminar with Musa Hanhan of Bain & Company

Examine various types of CX Metrics to develop a fundamental understanding of when to apply them. Explore the strategic linkage between these metrics and their impact on financial outcomes. Additionally, provide practical guidance for establishing an effective CX metric management system that generates valuable insights and optimizes efforts in data-driven decision-making.

Room 2

THE INFLUENCE OF INDUSTRY 4.0 ON CUSTOMER EXPERIENCE
Seminar with Gustavo Morales OF Toptal

Into the era of extraordinary advancements in digitalization, connectivity, and automation, Industry 4.0 represents a significant shift that is redefining how we approach and enhance the interactions, satisfaction, and overall journey of customers in the evolving landscape of modern business.

Room 3

DESIGNING TOMORROW: INTEGRATING STRATEGIC DESIGN INTO NEW WAYS OF WORKING FOR IMPACT AND VALUE
Forum with Diane Magers of Experience Catalysts

Embark on a journey to unlock the possibilities of strategic design. Explore how infusing design into novel work methodologies can redefine your approach to crafting innovative experiences. This guided session will delve into practical strategies for implementation, revealing the transformative impact and tangible value that strategic design can bring to your organization.

Room 4

CUSTOMER CENTRIC CULTURE IN ENERGY & UTILITIES
MRI Benchmark Results Session
Workshop with Sean Crichton Browne of MarketCulture

Thank you to those who took part in the Customer Centricity World Series MRI Benchmarking study. This session is specific to those in the Energy & Utilities sector and we will be breaking down the results of the MRI Benchmark together.

Room 1

CUSTOMER INSIGHTS & FEEDBACK ROUNDTABLE
Forum with [Speaker]

To Be Announced

Room 2

CUSTOMER CENTRIC CULTURE IN FINANCE
MRI Benchmark Results Session
Workshop with Sean Crichton Browne of MarketCulture

Thank you to those who took part in the Customer Centricity World Series MRI Benchmarking study. This session is specific to those in the Financial Services sector and we will be breaking down the results of the MRI Benchmark together.

Room 3

CX RESILIENCE: THRIVING IN THE FACE OF DISRUPTION
Workshop with Craig Lee of Kinetic Consulting Services

Explore strategies for building resilient CX frameworks that can withstand disruptions and challenges. Equip seasoned CX professionals with the mindset and tools to navigate uncertainties, ensuring sustained and continuous excellence and adapting fast to changing customer landscapes.

Room 4

PRACTICAL PERFECTION: THE ART OF RIGHT-SIZED CUSTOMER CENTRICITY ASSESSMENTS
Workshop with Stefan Osthaus of Customer Institute

Introduce the Customer Institute Assessments, a balanced approach to evaluating customer centricity. Learn how this method avoids extremes of oversimplified or overly complex assessments, offering a practical, effective tool for consultants and practitioners seeking impactful organizational insights.

  • Coffee Break

Room 1

ELEVATING SUCCESS: THE POWER OF CUSTOMER EXPERIENCE IN DRIVING SUSTAINABLE BUSINESS GROWTH
Seminar with Praveen Bangera of XVERSE LTD

As businesses embrace a customer experience-led approach to growth, they not only drive bottom-line results but also contribute to a more sustainable and interconnected future, where customer satisfaction becomes a catalyst for positive change and enduring business success.

Room 2

FROM SATISFACTION DRIVERS TO SENTIMENT ANALYSIS: A GAME CHANGER IN CUSTOMER INSIGHTS
Workshop with Matthieu Bonelli

In the rapidly evolving landscape of customer feedback analysis, the traditional approach of using satisfaction drivers to categorise feedback is making way for a more advanced and insightful method: sentiment analysis.

Room 3

USING CONVERSATIONAL AI TO SUPERCHARGE THE CUSTOMER EXPERIENCE
Workshop with JD Ackley of RAIZOR

How can you leverage conversational AI in your organisation to streamline processes and automate day to day tasks so that your Customer facing employees have more time to provide outstanding experiences. We will be discussing the latest AI driven technologies as well as workshopping some great use cases for you to take back to your company.

Room 4

THE ENDGAME OF ENGAGEMENT: IS THE CUSTOMER CENTRICITY ERA OVER?
Forum with Stefan Osthaus of Customer Institute

Explore the evolution of customer centricity, dissecting the overuse of ‘customer experience’ and questioning its future. Delve into current trends and the possible decline of customer focus, challenging the status quo and envisioning the next phase in customer engagement.

AI & Customer Centricity World Series Awards Ceremony - 8th May 2024

  • Doors Open
  • Dinner Served
  • Awards Ceremony & Live Stream Begins
  • Goodbye

The Speakers

Alessio Bagnaresi

Head of AI and Data Analytics, Google
Alessio works together with customers to reinvent their business models, release new data-driven products and services, optimize their operations, delight their customers with digital experiences and ultimately help them to drive sustainable growth. He is 100% committed to the success of their customers as their success is their team and his success

JD Ackley

Co Founder, RAIZOR
JD has a rich history in the contact center and AI space, becoming a top voice in the industry through his work with companies like Macy's, Oracle and Black Box. Based out of Barcelona, JD has a truly Global reach with bases in both Chicago and Dubai.

Marlan Hardie

Chief Digital Officer, Worldwide Technology
Marlan operates as theChief Digital Officer for global service providers at World Wide Technology. With 20 years in the customer care industry and a consulting background, Marlan has worked with many of the largest call centers in the telecom, cable, financial services, media and entertainment organizations. He evangelizes that “the brands that deliver the best customer experience have already provide the best employee experience.

Tarek Ghannam

Co-founder of MCG Entertainment Consultants
Tarek Ghannam a Senior Executive with over 24 years of experience in Marketing. He has worked with a variety of globally recognized companies such as Publics, Audi, 20th Century Fo, Sony Pictures, Fox Star India & Warner Bros. Pictures. He now is the co-founder for MCG Entertainment Consultants, a boutique Entertainment consultancy with the vision to lead the way in forging strategic partnerships between Hollywood, Silicon Valley, Gaming, Music & sports companies and visionary government and private entities in the GCC.

Arte Merritt

Founder of Reconify
Arte Merritt is the founder of Reconify, a platform for analyzing and optimizing generative AI. Previously, he led Conversational AI partnerships at AWS. He was the co-founder and CEO of Dashbot, an analytics platform for chatbots and voice assistants, which he led to 20,000 customers, 90 billion messages processed, and multiple acquisition offers. He is a frequent author and speaker on conversational AI and data insights. Previously, he founded Motally, a mobile analytics platform he sold to Nokia. Arte is an MIT alum.

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. Diane has demonstrated competence in startups, mid-size and Fortune 100 companies. Outstanding reputation for partnering, mentoring, promoting collaboration, and resolving complex business issues. Diane is speaking at Customer Experience industry events and consulting with companies to support and educate them as they build or enhance their customer experience practices.

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. Stefan is also the president of the Customer Institute, a global not-for-profit organization dedicated to excellence in customer centricity with a global board of directors. The Customer Institute develops well-need experience management tools, certifies organizations, and maintains the thriving Global CX Community.

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

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.

Ragna Ghoreishi

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”.

Matthieu Bonelli

Customer Experience Specialist, CX Mania
Matthieu is a passionate Customer Experience Specialist helping large European companies becoming more customer centric. Thanks to a strong focus in retail e-commerce, his coaching allows organisations to become autonomous in delivering best-in-class customer experiences to drive profit.

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.

Sean Crichton-Browne

Head of Global Partnerships & Customer Engagement, MarketCulture Strategies Inc
With over 30 years of experience Sean is the head of Partnerships and Customer Engagement for MarketCulture. Sean has become a dynamic and outstanding keynote speaker. His style is uplifting and motivating with content that will help all businesses improve. Since joining MarketCulture, in October 2015, Sean has travelled the world USA, UK, Middle East, Asia and Australia and spoken to a wide range of audiences that included the AGSM and the Dubai Chamber of Commerce. His area of expertise is providing in-depth information on How to build a Customer-Centric Culture. Using MarketCulture's methodologies he is able to convey to the audience the importance of putting the customer at the centre of the organisation. Sean has met with many great leaders Amazon, Google, SAP, Konica Minolta, Adobe and able to relay stories of how their companies have benefited from becoming Customer-Centric. Sean also specialises in running 1/2 day, 1-day and 2-day workshops. He has facilitated workshops throughout the world to a wide range of participants including business leaders, senior managers and employees.

Stephanie Assio

Director of Renascence
Stephanie brings more than 9 years of experience in management consulting, customer experience, and digital transformation. Her expertise spans strategy development, project management, customer and employee experience, and process enhancement, with a successful track record across diverse industries. She excels in team leadership, business development, client and vendor management, and has a proven track record in facilitating workshops, training, and change management initiatives. Stephanie specializes in crafting growth strategies that prioritize people, she places both clients and employees at the heart of transformative change, enabling companies to thrive in today's dynamic landscape.

Barbara Kardos

Manager of Renascence
Barbara is a strategy manager and CX expert, who strives to build bespoke CX project plans for customers based on their needs and desired outcomes. With her experience in the consulting industry, Barbara has honed her skills in crafting innovative strategies and solutions that drive business success. Her passion for customer experience excellence is evident in her ability to align client goals with actionable plans that deliver tangible results. Barbara's commitment to understanding the unique challenges and opportunities of each client, coupled with her strong analytical capabilities, makes her a trusted partner in the world of strategy and CX consulting. As a forward-thinking manager, she thrives on turning insights into impactful strategies and guiding clients towards achieving their CX objectives with precision and dedication.

Lisa-April Naidoo

Sr. Behavioral Consultant of Renascence
Lisa-April is an experienced behavioral economics consultant with a demonstrated history of working in the management consulting industry. Skilled in assisting clients identify key behavioral biases that affect decision-making. During her studies, behavioral psychology and social psychology had the biggest impact on her. This prompted her to investigate fields of work that utilise these concepts. Upon completing her behavioral economics internship at one of the biggest financial service providers in South Africa, Lisa-April knew that finding creative solutions to behavioral challenges excited her most. Lisa-April has strong background in financial services and has worked with Standard Bank South Africa, Old Mutual South Africa, TymeBank and Sanlam to name a few.

Musa Hanhan

Authorized Independent Advisor of NPSx℠ of Bain & Company
Musa is a results-driven executive with 15+ years of accomplishments in enhancing customer experiences, introducing new products and services to market, driving operational excellence, and supporting business goals. A talent for establishing long-term, productive customer relationships while aligning organizational practices with company values and mission. The Winner of the 2018 CX Impact Award from CXPA (Customer Experience Professionals Association) and owner of U.S. patent 6,711,611 for data-linking to home infrastructure.

Praveen Bangera

Founder & Director, XVERSE LTD
Award winning thought leader in driving Customer Experience transformation and management by crafting CX strategies, with a track record of success. Praveen has assisted numerous businesses across various industry sectors by creating pathways, reshaping perspectives, and spearheading CX initiatives to foster customer-centric portfolio expansion.

Usman Wattoo

Vice President of Sales, Kore.ai​
Usman Wattoo is a highly accomplished senior sales leader with a proven track record of driving revenue growth and leading region & territory successfully, Usman is established as a trusted and influential figure in his field. With 19 years of experience in sales, Usman brings a wealth of knowledge and a comprehensive understanding of business applications such as ERP, CRM, BI along with Conversational AI and their transformative impact on businesses. Usman has a deep understanding of key industries in MENA region such as BFSI, Retail, Oil & Gas (E&P and Services), Healthcare, Manufacturing (EPC, ETO, MTO, MTS), Hospitality, Transportation & Logistics, Asset Management & Enterprise Services.

Scroll to Top