Oman's increasing emphasis on customer-centric business practices was highlighted during the Oman CX Forum & Awards 2025, which took place on May 28 at the St. Regis Al Mouj Muscat Resort. The prestigious event, hosted by Infoline and organised by Muscat Media Group — publishers of the Times of Oman and Shabiba — in partnership with Gulf Leaders Circle, drew over 250 corporate leaders, C-level executives, and customer experience (CX) experts from across Oman and beyond.
The event's Chief Guest was His Highness Mohammed Bin Salim Al Said. In his welcome statement, Fadi Kattar, COO of Muscat Media Group, underlined the event's uniqueness, saying, "The Oman CX Forum 2025 — the first of its kind in Oman — has brought together CX professionals from Oman, Saudi Arabia, the UAE, Egypt, India, and the United States to share insights, spark innovation, raise standards, and explore how digital transformation, service design, and empathy can help us create more inclusive and impactful experiences for everyone we serve. "
The conference, backed by essential partners such as Tadoom (Strategic Partner), Bahwan Cybertek (Digital Transformation Partner), and Jindal Steel Sohar (Support Partner), looked at how Omani firms may reinvent and improve their CX tactics in an increasingly digital and competitive world. Over 80 organizations from a variety of industries, including banking, insurance, retail, telecom, automobile, utilities, FMCG, consumer electronics, food and beverage, tourism, manufacturing, and real estate, took part in the event.
The Forum provided profound insights through a series of compelling presentations by CX thought leaders. Muadh Al Omairi, Infoline's Vice President of Commercial, spoke on the topic: "The New Currency of Business. " Dr. Hazem El Nadi, Senior Vice President of Business Development for COPC MENA, delivered an interesting presentation on "The Silent Advantage: How Proactive CX Service Journeys Beat Reactive Support. " This theme was reiterated by Dr. Emmanuel Manyonganise, Head of Customer Experience & Digital Transformation at Bank Albilad, who spoke on the subject: "The Evolution of CX Towards HyperPersonalisation and the Use of AI in CX. "
Navin Prasad Durgaprasad, Executive Vice President and Global Head of Experience at Bahwan CyberTek, gave an informative presentation titled "Spirit of the Moment – A CX Meets AI Story. " In his address on "The Future of Creative Content: How AI is Redefining BrandCustomer Relationships," Alex Rodriguez, Creative Director and Head of AI Creative Content at Saatchi & Saatchi, UAE, explored the future of brand engagement. Other noteworthy speakers included Tanmay Sahoo, President and IMEA Area Leader at Novulis, who spoke about "FutureProofing CX with AI-Enabled Business Apps," and Nour Taher, Co-Founder and CEO of Intella, who addressed the integration of emotional intelligence and automation in her presentation on "Humanizing Automation. "
A panel discussion on the topic 'Beyond Expectations: Designing CX Strategies for a DigitalFirst World' brought together leading industry experts, including Muadh Al Omairi, Infoline; Vanessa Humphrey, VP Strategy & Partnerships, Tadoom; Hawra Fida, Head of Customer Experience, Al Mouj Muscat; Dr. Hazem El Nadi, COPC; Ammar Askari, Head of Customer Experience, Bank Dhofar; and Eng. Asim Al Zadjali, Business Consultant. Ahmed Khalifa, Head of Customer Experience, Oman Data Park, moderated the discussion.
The event concluded with the Oman CX Awards 2025, which honored the top brands in over 25 categories based on national consumer voting. The winners got the Times of Oman Best Brand in Customer Experience Award. In addition, nine outstanding organisations and persons were honoured for their contributions to promoting CX innovation in the Sultanate.
The Oman CX Forum & Awards 2025 represented a watershed moment in the country's transformation toward a more service-focused, experiencedriven economic environment, setting the stage for future advancements in customer experience excellence.
