Customers are speaking, and the UAE’s CX leaders are responding with transformative actions. In a market where technology reshapes brand interactions, these experts are redefining customer experience. By embedding customer-centric approaches throughout organizations and utilizing digital tools and social media for engaging interactions, they convert insights into strategic impact. This inaugural editorial list honors the UAE’s Most Influential CX Leaders. As they shape today’s experiences, these visionaries set the business standards for one of the world’s most dynamic markets.
Eman Talaat
Head of Experience Design,
Department of Government Enablement
With years of expertise in human-centered design and digital innovation, Eman enhances citizen experiences through AI and Metaverse adoption.
Hammad Khan
Director of Customer Experience, Etihad Credit Bureau
Hammad fosters financial wellbeing and B2C innovation, shaping transformative customer experiences across multiple channels.
Zertashia Awan
Director, Customer Experience – Americas, Europe, Middle East, Africa & Asia Pacific, Amazon
Zertashia leads global CX initiatives, promoting customer-centric strategies and operational excellence across diverse markets and teams.
Mai Momani
Head of Client Experience,
Invest Bank
Mai is dedicated to transforming customer journeys with 17 years of experience in CX strategy and service innovation.
Rodrigo de Mingo
Chief of User Experience,
Dubai Municipality
Rodrigo is a UX and digital design expert, excelling in service design and project management to deliver innovative digital experiences.
Fatima AlKhajah
Chief AI Officer & Director of Customer Happiness, DHA
Fatima leads initiatives to optimize services, enhance customer happiness, and achieve award-winning results in healthcare and education.
Paul Ndaita
Unit Head, Customer Insights, Commercial Bank of Dubai
Paul crafts seamless customer experiences, builds service excellence cultures, and drives business growth through bold strategies.
Dimitri Gkiokas
Group Head of Customer Experience, Emirates NBD
Dimitri leads large-scale CX transformations, enhancing satisfaction and efficiency with AI-driven automation and cultural change.
Lianne Braganza D’Sylva
Global Customer Experience Director, Cigna Healthcare International Health
Lianne drives CX transformation and digital initiatives, improving health outcomes through integrated strategies.
Priyadarshinee Awatramani
Head of Client Experience & Transformation, Standard Chartered
With over two decades of experience, Priyadarshinee specializes in client experience, digital transformation, and embedding client-centric cultures.
Omnia Ahmed
Head of Customer Experience, AW Rostamani Group
Omnia leads CX governance and cultural transformation, delivering superior service and sustained organizational impact.
Maaz Zahid Qureshi
Vice President – Digital | CX | AI | Innovation, ADNOC Distribution
With 22+ years in digital strategy and innovation, Maaz delivers growth and technology-enabled business models at scale.
Rania Ashour
Group Director, Customer Experience, Property Finder
Rania drives customer-centric growth and high-performing multicultural teams, delivering lasting business impact.
Virali Shah
VP, Customer Experience, Al Ghurair Investment
Virali blends AI curiosity with a people-focused approach to create meaningful customer experiences through transformation and VOC programs.
Sagarika N.
Group Director – Customer Experience & Service Excellence, GMG
Sagarika empowers frontline teams to create memorable moments, specializing in customer service and contact center setup.
Nicholas Kilmartin
Chief Marketing Officer | Customer Experience | EMEA, MetLife
Nicholas is skilled in CX strategy and change management, with strong regional experience in the Middle East.
Kowshik Bhattacharjee
Head of Service Excellence & Customer Experience, Medcare Hospitals & Medical Centres
Kowshik designs CX frameworks and drives service excellence, earning recognition for patient experience leadership.
Anand Venkatasamy
Vice President, Customer Base Management & Partnerships, e&
Anand specializes in customer loyalty and data-driven consumer insights, with experience in telecom and automotive sectors.
Clara Guillaume
Director of Loyalty Operations – Middle East, Africa & Turkiye, Accor
Clara combines project management and analytical skills to create meaningful customer experiences through innovation.
Diego Camberos
Chief Customer & Channels Officer, du
Diego drives customer-centric strategy and digital innovation, fostering teams that prioritize outstanding experiences.
Venkat Reddy
AVP, Group Customer Experience, First Abu Dhabi Bank
Venkat enhances customer satisfaction and efficiency through data-driven strategies and digital channel adoption.
Marwan Bin Haidar
EVP – Innovation & The Future, Dewa
Marwan leverages 4IR solutions to enhance service excellence and sustainability in the energy and water sectors.
Ali Alkhazali
Director – Digital Customer Experience, AD Ports Group – Digital Cluster
Ali drives service excellence and customer satisfaction, with two decades of experience across healthcare, insurance, and telecom.
Dinesh Dua
Head, CX & Transformation, Samana Group
Dinesh specializes in CX strategy and omni-channel transformation across various sectors, leading high-impact initiatives.
Alia Mohamed
Senior Vice President, Customer Experience, Aldar
Alia is an expert in service operations and transformation, managing cross-functional teams and enhancing service standards.
Maitha Aldossari
CEO, Special Projects & Corporate Functions, Emaar
Maitha drives customer-centric transformation and strategic initiatives, enhancing service standards and digital transformation.
Sameh Aly
Director, Customer Experience, Nakheel
Sameh drives strategic growth and operational excellence in real estate, with a strong record of exceeding commercial targets.
Ram Jalan
Director – Digital Transformation, Customer Journey Evolution & AI, Damac
Ram leads AI-driven CX initiatives, transforming data into revenue and loyalty across industries.
Amit Keswani Manghnani
Chief Omnichannel and AI Officer, Chalhoub Group
Amit optimizes customer journeys with a global perspective, leveraging analytics and technology for enhanced engagement.
Dany Karam
Chief Marketing & Partnerships Officer, Al-Futtaim – Blue
Dany specializes in loyalty programs and AI integration, enhancing customer engagement through strategic partnerships.
Claire Graville
Director, Customer Experience and Services, Majid Al Futtaim
Claire drives service excellence and commercial outcomes, leveraging regional expertise across Middle East markets.
Paul Morris
Chief Customer and Technology Officer, AlShaya Group
Paul transforms business engagement with customers through digital strategy and empowers teams to deliver meaningful experiences.
Cary Lawton
Executive Director, Customer Experience and Corporate Affairs, Dubai Holding
Cary designs large-scale CX programs, recognized as a thought leader in journey design and AI-driven service.
Paul Beech
Vice President, Customer Service Delivery, Dnata
Paul oversees service delivery for millions of passengers, focusing on compliance, safety, and continuous improvement.
Caroline Gazeley
Head of Customer Experience, Etihad
Caroline combines human-centric design with journey mapping to deliver improvements across various sectors.
Mana Al Zarooni
Executive Director – Commercial, Dubai Holding Asset Management
Mana enhances customer relationships and supports business growth through strategic insight and operational excellence.
Basile Demont
Customer Experience Programme Director, Carrefour
Basile leads CX strategy and organizational improvement projects, focusing on agile development and business transformation.
Andreas Wunsch
Global Customer Director, DHL
Andreas drives customer experience in global supply chains, aligning teams to deliver value-adding solutions and sustainable outcomes.
