Limited seats to our online webinar: Agentic CX | 8 December. 

Book My Seat

Tactful AI logo
Book a Demo

Agentic CX: The Move from AI-Assisted to AI-Driven Experiences

A private, invitation-only webinar for leaders shaping the future of agentic customer experience (CX)

Online — 8 December — 90 Minutes — Attendance by invitations only

Recognised by the University of Cambridge

Following being featured in the Cambridge KPMG UK Customer Experience Excellence Report 2025/26, which highlighted the CX transformation journey at Elaraby Group, this webinar brings the insights behind that recognition directly to the region’s CX leaders.

Showcasing real transformation lessons

Sharing the frameworks that drove measurable CX improvements

Translating global research into local, practical action

Who this webinar is for

Practical knowledge designed exclusively for:

Leadership and decision-makers in medium and large enterprises

CX leaders, directors, and senior managers

Heads of digital transformation

Request your invitation

This webinar is exclusive and limited. Approved registrations will receive the private access link by email.

This webinar will help you understand:

How to reduce the risks of digital transformation

How to make faster, smarter decisions based on real customer data

Why CX projects fail, and how to avoid the traps

It’s a chance for leaders to get practical direction to how to lead transformation without guesswork.

Why this webinar matters

Digital transformation is no longer optional — but it carries significant risks.

 

Most organizations enter the journey with good intentions but without the right methodology, leading to delays, wasted budgets, and poor customer outcomes.

 

Studies show that:

 

  • 70% of transformation projects fail to achieve their objectives

  • 85% of customers leave after just one bad experience

 

Leaders today need more than tools; they need a data-driven transformation approach that turns insight into action.

Speakers

Prof. Mohamed Zaki

Deputy Director at Cambridge Service Alliance, University of Cambridge

Read full bio

Dr. Manal Negmeldin

Customer and Digital Transformation Leader at Elaraby Group

Read full bio

Engr. Mohamed Elmasry

Co-Founder & CEO at Tactful AI — AI & CX Technology Entrepreneur

Read full bio

Mr. Seif Rabie

Managing Partner & AI Practice Head at Logic Consulting, UAE

Read full bio

Webinar details

Date: 8 December

Duration: 90 minutes

Location: Online (Zoom)

Access: Invitation-only

Format:

  • 60 minutes of presentation and panel discussion

  • 30 minutes live Q&A

Book my seat

Sponsors

Tactful AI logo

Professor Mohamed Zaki is a leading global researcher in digital service transformation and customer experience, serving as Deputy Director of the Cambridge Service Alliance and Principal Researcher at the University of Cambridge’s Institute for Manufacturing. His work bridges world-class academic research with real industry impact, earning him international recognition as one of Stanford University’s “Top 2% Global Scientists.”

With more than 100 published works, an h-index of 29, and multiple prestigious awards, his research focuses on applying artificial intelligence to design, manage, and improve customer experience and build data-driven business models. He is also Associate Editor of the Journal of Service Management and author of the influential book Data-Driven Customer Experience Transformation.

Professor Zaki has consulted for over 100 global organisations, including Manchester United, AstraZeneca, Caterpillar, IKEA, and Mitsubishi Heavy Industry. He also leads Cambridge’s online course Data-Driven Design for Customer Experience and frequently speaks at major global forums such as the Financial Times, BBC Innovation Day, Contact Center Week, and the AI Tomorrow Summit.

His work is backed by over £10 million in research funding, and he is the recipient of the distinguished Bo Edvardsson Industry Impact Award for translating academic research into practical transformation across industries.

Manal is a Subject Matter Expert in E-Business. She started her career in 2003 and has been working in her family business since 2001 — a company of 46,000 employees founded by her grandfather in 1964. In 2006, she established the E-Business Department at Elaraby and currently manages the overall BTC (Omnichannel) operations, leading more than 1,000 employees.

Other Responsibilities

  • Head of Digital & Direct Channels at Elaraby Group

  • Managing Partner at Elaraby Ventures

  • Head of the Digital Transformation Committee at Elaraby Group

  • CEO & Founder of E-Business School

  • Lecturer at EU Business School and AUC

  • Member of the Communication Committee at the Chamber of Commerce and Head of the E-Commerce Committee

  • Member of advisory boards at various universities in Egypt and abroad, including BUE and EBU

Areas of Expertise

Digital transformation, e-commerce, digital strategic planning, team leadership, omnichannel operations, trade marketing, telesales, customer centricity, process improvement, relationship management, mentoring, intrapreneurship, project management, marketing management, change management, product marketing, online advertising, team building, integration, analysis, digital media, brand management, CRM, mobile marketing, content marketing, online PR, e-learning, direct sales, digital branding, knowledge management, online operations and monitoring, digital solutions, family business, photography, intranet & extranet, online entrepreneurship, and mumpreneurship.

She holds three MBAs:

  • MBA in E-Business from EU Business School

  • MBA in Communication & PR from EU Business School

  • MBA in Business Administration from Roehampton University, UK

She also holds a DBA from EU Business School, Geneva. Her dissertation topic:

“How digital solutions are changing entrepreneurship in the consumer goods market in Egypt.”

She is a MELA 11 graduate, a public speaker, trainer, mentor, and advocate for women empowerment. She has published articles and papers about e-business across various professional and academic platforms.

Mohamed Elmasry is a technology entrepreneur and engineer who founded Tactful AI, a UK-based platform transforming how enterprises manage high-volume customer experience and digital engagement. With a career built across global teams and markets, he has overseen the creation of digital products reached by millions and led the company’s strategic growth from Egypt to Europe and the Middle East.

Under his leadership, Tactful AI has built a unified, AI-powered customer experience (CX) platform that integrates CRM, ERP, social channels and automation—delivering smarter service, higher scalability and faster decision-making. Mohamed’s vision blends human-centred design with advanced intelligence: technology as a connector, not a replacement.

Mohamed studied at engineering and business, and his earlier ventures included wireless technology, cybersecurity services, and innovation in Upper Egypt’s tech ecosystem. He has steered Tactful AI through its evolution including reacquisition and rapid expansion, positioning it as a regional contender in agentic CX.

With a guiding principle of building scalable, meaningful solutions from local roots to global impact, Mohamed continues to mentor startups and lead enterprise transformations in the customer experience domain.

With 17+ years of experience, Seif Rabie is the Managing Partner & AI Practice Head at Logic Consulting, UAE.

Strategy Design & Planning

  • In his capacity as an engagement partner at LOGIC Consulting, Seif led commercial strategies that led to major turn arounds in business in terms of both growth and profitability in a wide array of sectors and industries.

  • Seif has extensive experience in strategy design, cascading and implementation. This includes corporate strategy, functional strategy & product development strategy. He has led major corporate and public strategic plans, as well as facilitated communication and execution.

  • He led transformation projects in governmental entities & special economic zones in the region. 

Digital Transformation & Technology

  • In his previous role at IBM, Seif led the digital transformation of both public and private sector organizations. This includes leading agile teams of developers, UX/UI designers and enterprise architects in critical projects like TAMM in Abu Dhabi. Seif was also among the team that led the design of government services strategy in the Prime Minister Office in Dubai and the design of payment solutions of Al-Rajhi Bank in KSA. 

  • Seif further led multiple projects in LOGIC Consulting that included the technological conceptual and logical design in both the food and insurance industries.

Organizational Design & Development

  • Seif led the restructuring of major and complex organizations in both the public and the private sector. This includes both conceptual and detailed operating model design that is both agile and resilient.

Risk Management

  • Seif has substantial experience in risk management for financial institutions, in his former capacity as a risk manager for one of the renowned microfinance institutions in the region, LOLC.

Book a Demo