Ahmed Nour

Co-founder & GM of

Oka Truck

Nour has 16 years of Telecommunications experience with extensive knowledge deploying customer experience and digital Strategies across the emea region, nour’s last position was head of cx & digital Transformation for Vodafone, before joining hands with the oKa Truck team.

Nour is a google certified digital strategist (Squared online) and a winner of over 20 international and regional awards including best cx brand, best Transformation Program and best customer Service Strategy to name a few.

Hussein Khafagy

Head Of Customer Experience at

AWOK.com

Hussein has more than 14 years of experience with extensive knowledge in customer service. he is currently heading the cx for awok.com and also the founder of The mob market. additionally, a consultant for customer experience in companies across the middle east and europe.

Peter Halsor

Former Chief Customer Experience Officer

Riyad Bank

A passionate advocate of the customer, Peter has led digital, customer experience and business Transformation teams to deliver market-leading propositions for several leading financial institutions in london, continental europe and the middle east. as an early digital innovator at fidelity investments, Peter led the design & delivery of the Uk’s first online fund supermarket. later, as head of customer experience at neST, Peter led a digital team to define the e-business strategy and customer experience proposition for a new pension scheme that will be used by over 11 million people to save for retirement. currently at riyad bank as head of customer experience, Peter is leading a business transformation programme to drive customercentricity across the retail bank. He is responsible for defining the customer experience strategy across all channels and translating the Voice of customer into innovative digital solutions for customers. as part of this work, Peter has implemented a state-of-the-art customer experience & innovation laboratory - the first bank in the region to do so.

Ali Shabdar

Regional Director - MEA

ZOHO

An avid user and consultant of Zoho since 2008, ali fell in love with the platform when he built a crm for his real estate company in Zoho creator in a single afternoon. a multidisciplinary business technologist and a published author, ali contributes to the steady growth of Zoho’s diverse ecosystem in the mea region. experienced in business growth and transformation, business process, marketing, and information management, ali understands the challenges of modern businesses and helps them utilize the immense power of cloud computing strategically and in day-to-day operations.

Heba Fadel

Global Head of Customer Experience

Swvl

20 years’ experience in Strategic customer experience management, operations, Quality assurance & Process improvement. established and turned around a number of customer experience and operations departments at leading organizations, both established and start-ups across several industries: SWVl, uber, Glovo, olx, otlob.com, bee, iKea, m.h. alshaya, aramex. Worked on Voice of customer Programs, customer Journey mapping and customer engagement and research techniques for demand creation, brand equity improvement and overall business efficiency. Heba holds a ba in mass communications & Journalism and miba from eSlcSa with a focus on marketing and customer experience management. She also pursued an advanced diploma with chartered institute of marketing in uK in market research & consumer behavior.

Hany Monein

Senior Advisor & Consultant

Telecom Egypt

A c-level executive with over 22 years’ successful experience in management and leadership positions in the telecoms industry, currently leading a major digital retail transformation project at Telecom egypt, after earlier roles including Vice President Customer Care (telecom Egypt) and Head of Customer Care (Vodafone Egypt).an accomplished senior leader and international speaker, who has delivered many conference presentations on customer experience, customer care and related subjects. led international consultancy assignments to transform customer care and customer experience. has been driving the customer management mandate in organizations to deliver exceptional service to their internal & external customers. developed & deployed enterprise-wide customer engagement & experience initiatives that have made major contributions to overall commercial success.

Khaled Nabhan

Head of Customer Experience

Bank Audi, Egypt

for over 13 years banking experience, supporting with master degree in banking-finance & certified lean Six Sigma BB, Pmd & data analysis, nabhan was responsible for overseeing & reshaping the customers journey through all bank’s touch & digital points, by applying new models & Group Strategy that aimed to enhance & Sustain external & internal cx to not only meet but exceed all expectation that makes their lives significantly easier & better.

Ahmed Rasekh

Founder & CEO

Gatjed

Dr. Ahmed M. Rasekh is the founder and chairman of gatjed (new e-commerce experience). an expert in commercial and supply chain management. doctorate in business administration, held respected managerial positions in different multi-national energy companies.

Sriram Narayanan

Vice President Sales – India Channels and Rest of World

Automation Anywhere

Sriram narayanan is Vice President and spearheading the dynamic growth of automation anywhere - the Global RPA & cognitive automation solutions leader - into emerging markets like - africa, South asia, russian federation, Turkey & israel and india. a seasoned Sales leader he carries over two decades of top-tier experience with corporations like microsoft, oracle, open Text, & now automation anywhere! he espouses a rich background having sold diverse Technology Solutions spanning cloud Technologies, content & dam solutions, big data & data warehousing, bPm & enterprise content management solutions. a polyglot speaking over eight indian languages alongside arabic & english his assignments have included leadership roles across multiple geo’s across india, Middle East, asia Pacific & africa.

Dalia El Nazer

Senior Manager, Group Customer Service

Alshaya Egypt

20+ years’ success driving benchmarks, boosting profitability, and implementing service initiatives across numerous customer service industries in the middle east and Gcc region. Consistent success in boosting profits and forging collaborative relationships with key stakeholders. adept at taking control to manage and mitigate critical issues, thus following through on client commitments and heightening satisfaction and loyalty. dynamic ability to drive new business by capturing lucrative accounts; proactive and self-motivated with a talent for negotiation and driving productive change to achieve organisational objectives mohamed has more than 20 years of extensive research, market intelligence, customer experience and commercial leadership experience gained from the different roles he has taken within nielsen and other organizations like ncr, orange, ooredoo Qatar and ooredoo Group.

Mohamed El Toumy

Director Consumer Insights

Nielsen

Mohamed is the director for consumer insights at nielsen overlooking fmcG, banking, automotive, real estate, retail and other non telecom sectors along with Geo marketing function at nielsen. mohamed has recently an extended role to look after customer experience and new solutions where technology and AI based solutions are his 2020 and the following years focus. Mohamed has BSCs in Management Sciences (Computer Science), PMP Certified from PMi, Certified Customer experience from arizona state university and certified Market research Professional (PrC) from university of georgia.

Mark Fahmy

Business Development Manager – CATLEENA

Oracle

Believing in the power of data and technology to disrupt industries, he has taken a good blend of corporate/startup experience before landing into oracle’s business development & Strategy, driving oracle’s customer experience cloud for caTleena region.mark is an innovative technology executive with a fast-tracked, customer-focused experience that spans multiple industries, and a variety of international cultures. He finds his passion in leveraging technology and digital transformation vision to build new businesses and drive customer experience to success. Prior to joining oracle, mark was part of Vezeeta, establishing and running their operations for 4 countries in mea. and before Vezeeta, he started his disruptive technology startups journey at UBEr, where he launched their first Center of Excellence (CoE) in MEa and where he developed his customer focus into an obsession. mark has also worked at microsoft, where he headed the Customer immersion Experience CiE) team of 7, covering 79 countries in MEA with the goal of influencing c-level strategy to support sales, marketing, user adoption, and business development motions mark is an alumni of computer Science at american University in Cairo (AUC) and has studied business administration at Portland State University (PSU), after qualifying for a full scholarship as part of the first Leadership for Education and development (LEAD) program.