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Masterclass: AI in Customer Experience

AI in Customer Experience Masterclass is an interactive, expert-led session exploring how AI is transforming customer experience in retail. Gain practical insights, engage in live activities, and walk away with a co-branded certification; from CX Academy & SEP - Dubai Chamber, with the opportunity to win a complimentary 1:1 consultancy session with one of our experts and 5 Professional Certificates in Customer Experience courses from the CX Academy.

Date and Time

June 9th 2026, 11:00 AM – 12:30 PM

Venue

Zoom

Organized By

Dubai Chambers

Event Type

Webinar

About the MasterClass

Our upcoming AI in Customer Experience Masterclass, is an interactive session designed to explore how AI is transforming customer experience, particularly in physical retail environments.

This masterclass brings together industry experts to deliver:

Practical CX insights through an interactive session
Real-world AI applications in retail
A live CX & AI case study with open discussion

Prizes:

1-hour Free Executive Advisory Consultation with Codin Caragea, Founder, Experience Edge.
5 x Professional Certificate in Customer Experience (CX) courses each including a CX Strategy Review from the CX Academy.
Prizes will be awarded based on answers to poll questions.

Agenda

11:00

Introduction & Welcome Notes
11:05

Welcome from the CX Academy
11:10

Practical and interactive presentation on AI in Customer Experience with Codin Caragea
11:40

Real Life Applications of AI in Customer Service with Haithem El Khatib
12:00

International Best Practice Examples. The Do's and Don'ts of AI in Customer Service with Ian Golding
12:25

Rewarding Competition Winners and Closing Remarks

https://forms.office.com/Pages/ResponsePage.aspx?id=-Z1hjRJqHEaJdZska8BZ9oTcG28LQsdDgflbRDCGLZJUNjJZSEhUQ0Q4UjVLQ1UzTVZMRkJNSkZFMy4u

Agenda

Participation Fees

Free of cost

A selection of our partners

Speakers

Codin Caragea

Founder, Experience Edge

Senior transformation executive with 25+ years’ leadership across banking, financial services and regulated enterprises in the GCC and Europe. Proven in enterprise transformation, CX-led growth, digital and AI-enabled operating models, and large- scale capability building. A hands-on innovator working with CEOs to design and scale value-driven products and services. Expert in translating strategy into revenue growth, profitability, productivity and cost-to-serve improvement, with pricing and positioning grounded in execution. Trainer and advisor delivering practical, actionable frameworks.

Haithem El Khatib

CRO & Co-Founder, UnifyApps

Haitham Elkhatib is the CRO at UnifyApps, a complete Agentic AI platform. He is a seasoned professional with over 20 years of experience in the technology industry. He has held various leadership roles with a proven track record of driving revenue, growth and innovation. His expertise spans across multiple regions, including the Middle East and North Africa, where he has successfully led teams to achieve significant milestones. Haitham holds a degree in Electrical Engineering and is known for his strategic vision and commitment to excellence.

Ian Golding

Founder, Customer Experience Consultancy

Ian Golding is a World renowned Customer Experience, Speaker, Author and Consultant. A Certified Customer Experience Professional and Customer Experience Specialist. A certified Lean Six Sigma Master Black Belt, Ian has spent over twenty years in business improvement, working hard to ensure that the businesses he works for are as customer focused as possible.Ian has published over 300 articles on the subject and delivered keynote speeches globally. Ian also served on the inaugural board of Directors of the Customer Experience Professionals Association (CXPA), of which he was a founder member. Ian was also the first person in the world to be authorised by the CXPA to teach the Certified Customer Experience Professional (CCXP) accreditation.

https://forms.office.com/Pages/ResponsePage.aspx?id=-Z1hjRJqHEaJdZska8BZ9oTcG28LQsdDgflbRDCGLZJUNjJZSEhUQ0Q4UjVLQ1UzTVZMRkJNSkZFMy4u

We didn't reinvent the wheel

We are strategists, designers and developers. Innovators and problem solvers. Small enough to be simple and quick, but big enough to deliver the scope you want at the pace you need.

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June 9th 2026

11:00 AM – 12:30 PM

Masterclass: AI in Customer Experience

1 June 2026

8:30 AM 12:30 PM

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This workshop will provide a practical overview of the UAE employment law, focusing on how rules differ between mainland (onshore) jurisdictions and free zones like DIFC and ADGM. It highlights key differences in employee rights, employer obligations, and dispute resolution mechanisms. The session also examines how force majeure and related doctrines under UAE employment law affect contractual and statutory obligations particularly during unexpected events. A major focus is on how employers should respond during disruptions—covering issues like salary reductions, mandatory leave, termination, remote work, outsourcing, and bonuses—while staying compliant with the law.

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11:00 AM – 12:30 PM

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