Our Speakers

Nilay Ranjan Singh

State Bank of India

Chief Executive Officer.

The Future of Omnichannel CX: Seamless Journeys and Unified Experiences

  • Emerging Channels Integration: Explore how businesses are blending social media, messaging apps, and voice interfaces into omnichannel strategies.
  • Data-Driven Personalization: Learn about the role of AI and analytics in crafting consistent, relevant, and personalized experiences
  • Real-Time Engagement: Discover strategies leveraging real-time data for instant responses and dynamic omnichannel interactions
  • Unified Communication Platforms: Understand the adoption of platforms connecting customer interactions across channels, breaking down silos.
  • Omnichannel Analytics: Explore how advanced analytics tools are providing insights into customer behaviour for data-driven decision-making and continuous improvement.
Nilay Ranjan Singh Photo State Bank of India Logo

Frederik Bisbjerg

eData Information Management

Deputy CEO

Turning Data into Value: Practical AI and Big Data Strategies for Transforming Customer Success

  • Practical AI Implementation: Exploring real-world applications of AI and Big Data in understanding and segmenting customers, enhancing personalized engagement, and driving business outcomes.
  • Mastering Data Management: Unveiling strategies for successful Master Data Management (MDM) to break information silos and authenticate customer data, ensuring a unified and accurate customer view for all business operations.
  • From Data to Decisions: Demonstrating how businesses can leverage self-service analytics and diverse data sources, from social media to IoT, to gain comprehensive insights and empower decision-makers.
  • Ensuring Customer Success: Discussing the critical role of digital transformation in customer success, focusing on the practical steps companies need to take to ensure the transition is effective and beneficial.
Frederik Bisbjerg Photo eData Information Management Logo

Daniel Sharaiha

Bank Al Ethihad

Chief, Human Capital and Customer Experience

Why a human cantered design and journey is critical for customer experience?

  • Why human Centre design is most impactful in customer journey mapping?
  • leading process and digital journey with Empathy?
  • Why happy employee is happy customer?
  • Ensures understanding of customer needs and preferences.
Daniel Sharaiha Photo Bank Al Ethihad Logo

Imaran Kannuti

Banque Misr

Head Ops Digitalization & Transformation

Revolutionizing Customer Interactions: Trends in Conversational AI for Enhanced CX

  • Advanced NLP for Human-like Conversations: Explore breakthroughs in Natural Language Processing, enhancing AI-driven conversations with context awareness.
  • Multichannel Chatbots and Virtual Assistants: Discover how businesses deploy AI-powered chatbots for instant, consistent, and personalized support across various channels.
  • Voice AI for Intuitive Experiences: Investigate the integration of voice-enabled AI, providing hands-free interactions and a more natural customer experience.
  • Personalization through Conversational Data: Learn how organizations use conversational data for personalized customer interactions, tailoring responses based on preferences.
  • AI and Emotional Intelligence: Explore how Conversational AI is incorporating emotional intelligence to understand and respond to customer emotions, enhancing empathy.
Imaran Kannuti Photo Banque Misr Logo

Faran Niaz


Director Customer Experience

Debunking Customer Experience Myths & Understanding Their Realities - CX5 – CX4.

  • Customer Service & Customer Experience are two separate concepts?
  • NPS is Just One Measure. Is it the most important?
  • Customer Centricity - is it all about customer?
  • B2B & B2C experiences are poles apart?
Faran Niaz  Photo HALA Logo

Dennis Wakabayashi

The Global Voice of CX

Enterprise CX Consultant

The United World of Empathy, Innovation and Customer Experience.

Dennis Wakabayashi, the Global Voice of CX, takes us on a journey from the frontlines of African customer service to the forefront of CX innovation at Expo City Dubai. Together, we’ll explore universal human values that underpin exceptional customer experiences across cultures, highlighting the power of empathy, innovation, and strategic insight in shaping the future of CX.

Dennis Wakabayashi Photo The Global Voice of CX Logo

Fergus Bugg


Senior Vice President Guest Experience

Future-Forward Customer Care: Unleashing the Power of Hyperpersonalization.

One Company, One Voice: Revolutionizing CX with Omnichannel Communication

  • Seamless Integration: Unify channels for a cohesive customer experience.
  • Brand Cohesion: Maintain a unified brand voice across touchpoints.
  • Enhanced Journeys: Transform customer experiences with seamless communication.
Fergus Bugg  Photo Miral Logo

Odisseas Trikaliotis


Chief Research Officer

Is your VOC program delivering its promise? Do’s and Don’ts when building a VOC program?

Odisseas Trikaliotis  Photo Ipsos Logo
From data explosions to the demand for total transparency, we understand the challenges industry professionals face amidst digital transformation. Discover how emotional intelligence and AI-powered virtual assistants redefine CX, forging meaningful connections with customers. Dive into the evolution of hyper-personalization and the future of omnichannel experiences, unlocking solutions to industry dilemmas. Join us as we navigate the twists and turns of CX, uncovering opportunities for innovation and excellence. Register now and be part of this transformative narrative in CX.