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Experience to excellence; the journey has just begun! 

CXForward Online successfully concluded on Tuesday, 30 March 2021, with great feedback from our panellists and attendees.

We would like to thank everyone who attended CXForward Online, for their support as our Strategic Partner and last but not the least, our amazing line-up of panellists who led the discussions and made it so inclusive for everyone.

CXForward Online

With the increasing number of touchpoints within the customer journey itself, it is essential to evaluate the right strategies and innovations that will help in retaining and enhancing customer loyalty.

How every organisation adopts to the evolving CX whilst maintaining excellence remains key.

Featuring open format panel discussions and sessions led by a group of key members, attend this webinar to:
  • Engage with like-minded members from the community across various industries and regions.
  • Discuss the way forward in ensuring CX functions remain at the forefront of being digital yet customer-friendly and efficient irrespective of what comes their way; whether a                    pandemic, economic crisis, digital wave, or the next big challenge/opportunity.



Gregoire Charpe-Civatte
Group Lead – Customer Experience
Majid Al Futtaim

Guilherme Rodrigues
AVP Customer Experience and Design Lead
FAB Payit

Monalisa Watfa
Group Chief Experience Officer
Saudi German Hospitals – KSA


Mai Momani
Head of Client Experience
United Arab Bank

Taiyab Ghafoor
Head of Retail Operations
Geekay Group

David Miles
VP Marketing
Abu Dhabi Finance

Amit Tyagi
Head of Customer Experience
Middle East Broadcasting Center


11:00 amAll attendees login
11:05 amOpening remarks from Shuchita Gupta – MS Events
11:10 am

PANEL DISCUSSION: Been a year already – throwback to the pandemic experience

  • What did we do? What could have been better?
  • How did organisations remain customer-centric during a global pandemic?
  • Managing CX operations to achieve highest level of satisfaction and loyalty despite lockdowns
  • Delivering the right message and adapting flexibility

Moderator: Amit Tyagi, Head of Customer Experience, Middle East Broadcasting Center
Panellists leading the discussion:

  • David Miles, VP Marketing and Client Experience, Abu Dhabi Finance
  • Guilherme Rodrigues, AVP Customer Experience and Design Lead, FAB Payit
  • Mai Momani, Head of Client Experience, United Arab Bank
11:50 am

PANEL DISCUSSION: The transition out of COVID-19 – what happens to CX?

  • What are the new restrictions, challenges that lie ahead?
  • Permanent or temporary? What remains and what changes?
  • Caution vs optimism – who is winning this?
  • The new layer of excellence – safety, hygiene and trust
  • How to navigate through challenge to increase customer satisfaction

    Moderator: Amit Tyagi, Head of Customer Experience, Middle East Broadcasting Center
    Panellists leading the discussion:

  • Gregoire Charpe-Civatte, Group Lead – Customer Experience, Majid Al Futtaim
  • Monalisa Watfa, Chief Experience Officer, Saudi German Group of Hospitals
  • Taiyab Ghafoor, Head of Retail Operations, Geekay Group
12:30 pmClosing remarks and end of webinar
Strategic Partner

Our clients describe us as a product team which creates amazing UI/UX experiences, by crafting top-notch user experience.

Our clients describe us as a product team which creates amazing UI/UX, by crafting top-notch user experience.

We’ve structured our workflow processes were from the funny the century rather.

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We’re a team of creatives who are excited about unique ideas and help fin-tech companies to create amazing identity by crafting top-notch UI/UX.

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