Middle East CX Leaders Meet 3.0

Re-imagining Customer Experience with Voice-AI Journeys & Digital Teammates

29^th October 2025

03:00 PM Onwards

Anantara, Business Bay, Dubai

Re-imagining CX with voice-AI journeys that scale

Trust, Acts, and Empowers to create real business value

Intelligent

Personalised, contextual interactions

80% boost in call handling efficiency

Seamless

Smooth migrations and frictionless experiences

60% faster time to market

Scalable

Robust platform for evolving business demands

60Bn+ annual interactions

Re-imagining Customer Experience with Voice-AI Journeys & Digital Teammates

In today’s world, customers demand experiences that are fast, personal, and human — even when powered by AI. Voice remains the channel of trust, and when fused with AI, it becomes the most powerful driver of loyalty. At Middle East CX Leaders 3.0, we explore how Voice-AI–enabled journeys and Digital Teammates are transforming service, sales, and support — creating experiences that scale without losing the human touch that create real business value.

An exclusive, invite-only forum for senior CX and IT leaders to explore how AI is reshaping customer interactions, contact centres, and IT operations. Focused on actionable strategies and peer insights, it’s a unique platform to accelerate CX innovation.

Why to Attend?

Design AI-powered journeys – from authentication to task completion across channels

Meet your Digital Teammates – AI agents that automate, assist humans, and carry context seamlessly

Experience CX in action – live demos showing reduced AHT, improved FCR, and higher CSAT

Learn from CX leaders – real-world stories from banking, retail, telecom, and more

Shape the future of CX – explore how AI, data, and trust drive scalable, human-centric experiences

Accelerate outcomes with scalable CX platform powered by AI

Deliver hyper-personalized customer experiences

Enable seamless omnichannel engagement

Empower agents with automated, insight-driven tools

Optimize efficiency and decision-making with actionable insights

Who will Attend?

CIO, Chief Customer Officer, Chief Digital Officer, CMO

VP & Head Customer Experience, Customer Success, Customer Journey

VP & Director of IT & Digital Transformation, Service Delivery

Head of Contact Centers Solutions, Operations

Head of IT Procurement Innovation Leads for CX / AI Solutions

Target Industry

BFSI

Aviation

Real Estate

Healthcare

Retail

Hospitality

Automotive

Host Sponsor

Co-Sponsors

Leaders you will interact

Vaneet Mehta

Vice President & Region Head
Middle East, Central Asia & Africa
Tata Communications

Ankur Jain

Associate Vice President
Customer Experience Platform
Tata Communications

Vasant Srinivasan

AI Scientist

Mayank Srivastava

Associate Director
Customer Interaction Suite
TATA Communications

Sandeep Sachdev

TATA Communications

Pawan Pachori

TATA Communications

Abdullah Aziz

TATA Communications

Madhavi Sreekumar

TATA Communications

Khushbu Soni

Co-Founder & CEO
The Mainstream

Dhananjay Gupta

DAMAC Properties

Richard Bassett

VP of CX Automation & AI
NiCE

Khaled Alkalha

Managing Director, MEA
QPC

Sami Skaff

Chief Digital Officer, Al Nabooda Automobiles L.L.C

Peter Gesper

Group Vice President IT,
DP World

Sanjay Gupta

Vice President, South Asia & ME, NiCE

Manal Allam

Digital, Data, IT Business Partner – Middle East, Merck Group

Syed Ehsan Amanulla

Senior Vice President Information Technology, Amicorp

Pankaj Singh

Chief Information Officer, Al Hamra

Ujjwal Dixit

Head of Contact Center, Burjeel Holdings

Abhishek Nagar

Associate Director(Deputy GM)
Regional Marketing, MECAA
TATA Communications

Agenda

03:00 – 04:00 PM

Registration & Welcome Note

04:00 – 04:05 PM

Opening Keynote

Vaneet Mehta, VP & Region Head, TATA Communications

04:05 – 04:35 PM

Showcase: Beyond Bots - Architecting Enterprise Intelligence Through Voice AI

Ankur Jain, AVP, Customer Experience Platform, TATA Communications

04:35 – 04:50 PM

Partner Presentation - AI: The Force Behind the Future of CX

Richard Bassett, VP of CX Automation & AI, NiCE

04:50 – 05:05 PM

Partner Presentation: QPC

Khaled Alkalha, Managing Director, QPC

05:05 – 05:35 PM

Boardroom: 30-minute peer-led interactive session to exchange perspectives on

1 Bad Interaction, 1 Customer Lost! How CxOs are overcoming challenges in Middle East?
Khushbu Soni, Co-Founder & CEO, The Mainstream

05:35 – 06:00 PM

Networking Coffee Break

06:00 – 06:30 PM

Panel: People + AI - Building Digital Teams That Never Sleep

Moderator: Ankur Jain, AVP, TATA Communications

Panelist:

Dhananjay Gupta, Head of Engineering IT-Contact Center, DAMAC

Vasant Srinivasan, AI Scientist, Commotion

Umair Bhatti, Head of IT, Emirates

Sami Skaff, Chief Digital Officer, Al Nabooda Automobiles L.L.C

Peter Gesper, Group Vice President IT, DP World

06:30 – 07:00 PM

Panel: AI-Powered Empathy - Designing Trust and Connection in the Digital CX Era

Moderator: Khushbu Soni, Co-Founder & CEO, The Mainstream

Panelist:

Sanjay Gupta, Vice President, South Asia & ME, NiCE

Manal Allam, Digital, Data, IT Business Partner - Middle East Merck Group

Syed Ehsan Amanulla, Senior Vice President Information Technology, Amicorp

Pankaj Singh, Chief Information Officer, Al Hamra

Ujjwal Dixit, Head of Contact Center, Burjeel Holdings