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Agenda
CX Konnect UAE 2026, by Konnect Insights

Customer experience is entering its third era.

On 17 November, the UAE’s CX leaders meet at Raffles Dubai to see what that era looks like in practice. A keynote on where CX is heading, Konnect AI+ live on stage, a leadership panel, and the CX Konnect Excellence Awards.
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  • Tuesday, 17 November 2026
  • From 9:30 AM, lunch at 1:00 PM
  • Raffles Ballroom, Raffles Dubai
Era 1

Service

Answer the customer.

Call centres, email and tickets. Success meant closing cases quickly.

 

Era 2

Omnichannel

Be wherever the customer is.

Social, WhatsApp, chat and reviews in one place. Success meant never missing a conversation.

Era 3 Now

Intelligence

Understand every customer, and act before they ask.
AI reads every conversation, spots risk and opportunity, and moves the whole front office to act. Success means growth.

 

The programme

One focused morning in the Raffles Ballroom.

09:30 AM #

Registration and networking

10:00 AM #

Welcome to CX Konnect UAE

10:05 AM #

Keynote

The Third Era of Customer Experience: AI, Automation & CX Intelligence How CX has evolved from answering customers,

The Third Era of Customer Experience: AI, Automation & CX Intelligence

How CX has evolved from answering customers, to reaching them everywhere, to understanding them — and what leaders need to do now to win in this third era.

Sameer Narkar
Founder & CEO, Konnect Insights

Key takeaways:

  • The evolution of customer expectations in the digital era
  • How CX intelligence helps brands make smarter decisions
  • AI-driven customer engagement and automation
  • Turning customer conversations into actionable insights
  • Building proactive, data-driven customer experiences
  • The future of omnichannel engagement and customer intelligence

10:30 AM #

Session 1 (Live Demo)

Front Office OS in Action: Watch AI Agents Run Your Entire CX Stack* A live walkthrough of how

Front Office OS in Action: Watch AI Agents Run Your Entire CX Stack* A live walkthrough of how Konnect Insights agents work across channels, touchpoints, and teams — autonomously, in real time.

Eryl Dsouza
Principal Solutions Consultant, Konnect Insights

11:00 AM #

Session 2 (Strategic / Vision talk)

The Agent-First CX Team: How the Front Office OS Redefines What Your Team Can Do Brands that win

The Agent-First CX Team: How the Front Office OS Redefines What Your Team Can Do

Brands that win in 2026 aren’t just faster — they’re structured differently. Learn how the Front Office OS connects agents, data, and channels so your team stops firefighting and starts leading.

11:15 AM #

Coffee & Networking

11:45 AM #

Leadership panel

Leading CX Transformation in the AI Era CX, marketing and digital leaders from the UAE’s leading brands share

Leading CX Transformation in the AI Era

CX, marketing and digital leaders from the UAE’s leading brands share what is working, what is not, and what comes next.

Panel discussion themes:

  • How AI is reshaping customer engagement
  • Challenges in delivering seamless omnichannel experiences
  • The role of data and customer intelligence in decision-making
  • Balancing automation with personalised interactions
  • Measuring CX success and business impact
  • Future trends in customer experience and digital engagement
  • Cross-functional collaboration between CX, marketing and support teams
  • Building customer trust in an AI-driven world

Panelist


Renaud de Gonfreville
CEO and Co-Founder, ZIWO SAAS B2B

Ahmed Khbeer
Partner and Group CEO, Tafaseel BPO Group Holding
Faten ElAzhary
Head of CX & Call Center Operations, Al Tayer Insignia

12:30 PM #

Awards

CX Konnect Excellence Awards

CX Konnect Excellence Awards

01:00 PM #

Lunch & Networking

 

At a glance

Date
Tuesday, 17 November 2026
Doors open
9:30 AM
Venue
Raffles Ballroom, Raffles Dubai
Format
By invitation, senior leaders only

 

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Who you will meet

The people building Konnect Insights, and the UAE leaders joining them on stage.

Sameer Narkar

Founder and CEO, Konnect Insights

Sameer founded Konnect Insights in 2016 and built it, without outside funding, into an AI-powered CX platform trusted by 500+ enterprise brands across 35+ countries. His focus is simple: help brands unify every customer conversation, understand it, and act on it.

He is the author of The World of Customer Experience. At CX Konnect UAE he shares a founder’s view of the third era of CX, and what it takes for brands to lead it.

Eryl Dsouza

Principal Solutions Consultant, Konnect Insights

Eryl turns complex CX challenges into practical, scalable deployments for enterprise brands. He runs the live Konnect AI+ demo, and is the person to ask how it would work for your team.

 

Ahmed Mostafa

GCC Sales Head at Konnect Insights

Ahmed Mostafa brings 10+ years of CX  and GTM experience in GCC and currently works as GCC Sales Head at Konnect Insights. He helps enterprise brands close the gap between CX operations, social engagement, and customer intelligence, enabling organizations to turn fragmented customer conversations into unified, actionable insights.

Marc Karschies

Managing Partner , KCA Consultants & CXPA Middle East Regional Council & UAE

Marc Karschies (CCXP) is one of the region’s foremost experts in Customer Experience Strategy Integration and Service Quality Management. As the Managing Partner of KCA Consultants, Marc has advised organizations across government and private sectors on CX strategy, KPI frameworks, service design, and operational excellence. He is a CXPA Regional Board Member and a recognized CXPA Training Provider for the GCC.

Faran Niaz

Global CX Leader, Author & Director of Customer Experience

With over 25 years of expertise in customer experience, employee engagement, and change management, Faran Niaz has shaped CX strategies for leading institutions including Citibank, Mashreq, and ADIB. Recognized among the Top 100 Global CX Thought Leaders and winner of the Lifetime Excellence in CX Award, Faran is also co-author of the Amazon bestsellers Customer Experience 4 (CX4) and Customer Experience 5 (CX5).

As CEO & Founder of CX Future, he empowers organizations to build cultures of loyalty, boost ROI, and deliver exceptional experiences that customers never forget.

 

UAE CX leaders

Panel speakers from the region’s leading brands will be announced soon.

UAE CX leaders

Panel speakers from the region’s leading brands will be announced soon.

Who will be in the room

The people shaping customer experience at the UAE's most forward-thinking organisations.

  • Chief Experience Officers CXO
  • VPs of Customer Experience CX leadership
  • Heads of Customer Success Retention and growth
  • CX and Digital Transformation leaders Strategy
  • Enterprise brand decision makers Marketing and digital
  • CX technology partners Ecosystem
Chief Experience Officers CXO
VPs of Customer Experience CX leadership
Heads of Customer Success Retention and growth
CX and Digital Transformation leaders Strategy
Enterprise brand decision makers Marketing and digital
CX technology partners Ecosystem

A small, senior room, on purpose

We keep the audience intentional, so every conversation is worth your morning.
  • – Every request is reviewed by our team
  • – Confirmed guests receive a personal invitation
  • – Time is built in to meet speakers one to one

 

Built for the third era

One AI-powered platform for every customer conversation, so enterprise brands can understand customers and act on what they learn.

Konnect AI+

The intelligence layer across the whole platform.
  • – Sentiment and emotion analysis
  • – Severity detection
  • – Churn prediction
  • – Auto classification
  • – Next best action
  • – Sales opportunity detection

Omnichannel ticketing

One inbox for 30+ channels including social, WhatsApp, email and app reviews. Smart routing, SLAs, AI-suggested replies and no-code automation.

Social listening

Real-time tracking of your brand, competitors and industry, with sentiment, trend detection, virality alerts and benchmarking.

Social publishing

Plan, approve and publish across platforms from one calendar, with AI caption help and performance tracking built in.

Analytics and BI

Cross-channel dashboards, custom reports and campaign ROI, ready for the boardroom.

Quality and agent performance

AI scorecards, compliance checks, empathy scoring and coaching tools to keep quality consistent at scale.

See it live on 17 November

The 10:30 AM demo shows all of this working together on real scenarios.

40%

Faster issue resolution

65%

AI-assisted interactions

1B+

Customer conversations unified

500+

Enterprise brands in 35+ countries

CX Konnect Excellence Awards

Recognising the brands and leaders across the UAE who set a new standard for customer experience: the teams, strategies and vision that put customers at the centre of every decision.

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Brands
Organisations that transformed how customers experience them.
Leaders
The people who championed customer-first change.
Teams

The frontline and CX teams who made it real, every day.

Request your invitation

Places are limited. Share your details and our team will confirm your seat personally.

Date
🗓️ Tuesday, 17 November 2026
Venue
📍 Raffles Ballroom, Raffles Dubai
     Sheikh Rashid Road, Wafi, Dubai
Enquiries in English
🇦🇪 +971 55 342 7886
Enquiries in Arabic
🇦🇪 +971 54 516 3320
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    We reply to every request within two working days.

    Venue and directions

    Raffles Dubai, the landmark pyramid in Wafi, a few minutes from Dubai Healthcare City metro station.

    Venue

    📍 Raffles Ballroom, Raffles Dubai

    Address

    📍Sheikh Rashid Road, Wafi, Dubai

    Date

    🗓️ Tuesday, 17 November 2026

    Time

    🕒 9:30 AM, followed by lunch

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