19 practitioners inducted in 2025
United Arab Emirates
Believes businesses scale through operating systems, not strategy alone, and builds the commercial infrastructure that turns ambition into sustainable revenue growth and compounding outcomes.
Italy
Treats competitive advantage as a function of perception and capability, helping global organizations bring brand positioning, business transformation, and emerging technologies together to drive long-term growth.
United Arab Emirates
Argues that in saturated markets, points and discounts no longer differentiate, and that loyalty has to be built through emotional connection and effortless experience.
United States
Sees marketing as best done through the lens of customer experience management, arguing that if the experience works from the first touch, customer support should not need to exist.
United Arab Emirates
Shaped one of the region’s largest expo and city build-outs and argues that long-range vision cascades down to every operator, with personalization at its most refined feeling like the universe getting out of your way.
France
Treats humans as emotional rather than rational beings and is shifting focus from performance to robustness, on the theory that performance creates fragility.
UNITED STATES
Works as a tech humanist and argues that the future is a continuation of the present, and that through-line thinking is what leaders need when decisions move faster than their plans.
UNITED STATES
Believes exceptional service is built through empowered people, disciplined execution, and thoughtful technology, scaling contact center performance by combining operational rigor with a human-centered approach.
United Arab Emirates
Works one touch point at a time and believes an instructor’s role is to teach how to think rather than what to do.
Germany
Reminds the industry that not everybody is fascinated by technology, and that elder users are more open to AI than the practice assumes once the barriers come down.
United Arab Emirates
Tells Western brands to stop assuming what worked at home will work in the GCC, where WhatsApp commerce and a non-Western consumer base rewrite the rules.
PORTUGAL
Operates on two principles: the power of a good conversation, and first serve.
United Arab Emirates
Argues that the obvious AI use cases are the least valuable and that the real work is making one human life better at a time.
United Arab Emirates
Started as a frontline agent and argues that happy agents make happy customers, with investment in how agents are treated coming before investment in the customer-facing layer.
United Arab Emirates
Argues that AI without human emotion only takes you so far, and that personalization at scale stays a slogan until the same customer’s data persists across every touchpoint.
Portugal
Insists that humans still need to talk to humans and is leading the overdue shift from net promoter score to sentiment analysis.
United Arab Emirates
Argues that the technology is just one part of the puzzle, with embedded partners carrying institutional knowledge across senior-leader churn in a way vendors cannot.
United Arab Emirates
Defines customer excellence as leaving the customer in a better state than when they first came to you, with making the customer feel more powerful as the holy grail of customer experience.
UNITED STATES
Frames the AI opportunity in customer experience as freeing insight previously trapped in agent notebooks and last year’s slide decks, and argues the proof of legitimate AI progress is delivery rather than demos.
Recognition endorsed by The Global CX Alliance.
