Zendesk Roadshow Middle East and Africa

Re-humanising Digital Customer Experience: The heart, mind and tech behind great CX

Available On-Demand


Great technology + great people = excellent customer service, and when delivering customer service at scale one cannot live without the other. In fact it is when you master both that truly exceptional human customer experience is delivered.

Customers are people first, and in an age of AI, bots and a plethora of other technologies re-humanising CX has never been more important. As leaders in the field of CX you need to anticipate customers' needs, appeal to their senses, give them choices and converse with human beings.

Join us for this Roadshow to take a deep dive in the hearts, minds and technology behind great customer experience.

Please see below for our agenda and details on all our speakers.

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10:15 AM - 10:25 AM Opening keynote
Celine Maher, Regional VP EMEA, Zendesk

10:30 AM - 10:40 AM Fireside Chat: The Psychology of Digital Customer Behavior
During this chat, Nayab Rafiq will be interviewing Dr. Terry Wu to find out more about what consumers are really thinking and feeling when they’re interacting with your organisation.

10:45 AM - 11:25 AM Panel Session: Enabling Human Experience with Technology
The panel will discuss how the best CX technologies put people - the agents and the customers at it’s centre to deliver truly human experiences that drive loyalty and long term business value.
Participants - Nayab Rafiq - CEO, Pinnacle Middle East, Ana Keating - Director - Customer Advocacy, Zendesk. David Freeman - Former Executive Vice President - The Walt Disney Company, Jacqueline Elboghdadi - CMO and Brand Development Director MEA - Procter and Gamble, Colin Shaw, Founder and CEO, Beyond Philosophy

11:30 AM - 11:45 AM Demo: Human Centric Technology
A Solutions Consultant will showcase technology that truly puts humans at the centre and allows seamless agent-to-consumer conversations.

11:45 AM - 12:15 PM Networking sessions in our regional breakout rooms
Join us for some post-event networking and to continue the conversations. We will be sharing some region-specific CX insights and some interesting customer stories.

You will also hear CX success stories from Fares Akkad - Global Director of Media Partnerships for Facebook & Instagram for Growth Markets - Facebook, Joy Ajlouni - CoFounder - Fetchr and Syed Tahsinuzzaman, VP Customer Service at noon.


Celine Maher, Regional Vice President, Zendesk
Celine has spent 16 years working for technology companies in both sales and customer loyalty. Her true passion is customer centricity - building a business around a customer and delivering exceptional experiences with every interaction.

Dr. Terry Wu, CEO, Neuromarketing Services
With over 20 years experience in both neuroscience and marketing, Dr. Wu helps businesses grow revenues rapidly by guiding their customers to make informed decisions. His Ted talk was the most-watched Neuromarketing talk in the past year with 87k+ views.

Ana Keating, Director Customer Advocacy Zendesk
Ana has over 17 years experience with most of her career spent in the customer service field. She manages the team of EMEA customer advocates at Zendesk and is passionate about leveraging technology to deliver truly human experiences.

David Freeman - Former Executive Vice President - The Walt Disney Company
David brings over 20 years of experience in the field of creating deep emotional engagement with the brands, managing creative and innovation-driven teams, content creation for films, television and games to the event.

Jacqueline Elboghdadi - CMO and Brand Development Director MEA - Procter and Gamble
Jacqueline is an award-winning brand leader with over 15 years of rich and diverse experience working across the Middle East region for a top-tier global consumer company and has been responsible for leading many customer engagement campaigns and winning many awards.

Colin Shaw, Founder and CEO, Beyond Philosophy
Colin Shaw is acclaimed by others as a renowned global influencer in Marketing and Customer Experience recognized by Linkedin as one of the ‘World's Top 150 Business Influencers’.

Nayab Rafiq, CEO, Pinnacle Middle East
Nayab has been running CX events across the Middle East and Africa for over 10 years and works with some of the biggest brands in the business. He has spent many years exploring the psychology of customer behaviour and brings a wealth of knowledge to the event.

Fares Akkad - Global Director of Media Partnerships for Facebook & Instagram for Growth Markets - Facebook
Fares has 20+ years of management consulting, operating and investment experience in the US, Europe and Middle East in the Telecommunications, Media and Technology (TMT) industries with leading companies and high-growth start-ups. He is board Advisor for Commerce platforms such as CAFU,& Urban and a co-Founder of the leading e-commerce site for beauty and cosmetics in MENA - Glambox.

Joy Ajlouni - CoFounder - Fetchr
Joy is currently the Founder and Board Member of Silicon Valley backed technology company - Fetchr which has been awarded to be one of the leading and innovative e-commerce related courier organization in the region competing against international players such as Aramex, FedEx and DHL

SM Tahsinuzzaman - VP Customer Service - noon
Tahsin is the VP Customer Service at noon and has been there for 3 years. He is a seasoned customer experience professional with over 13+ years of expertise in delighting customers. He started his career with American Express and over many years he launched multiple startup brands like Wadi.com, noon.com, Kul.com, noon daily. He is extremely passionate about driving superior customer service.


Here's what you can expect

What our participants said

'This was brilliant! Thank you to everyone for organising, facilitating and keeping it fast paced and engaging!'

'Thank you very much for a great webinar. It is great to hear insights from other people'

'This was the most professional webinar I have ever attended with helpful data that I can definitely use...'