Conference Speakers

His Excellency Mohammed Bin Taliah is the Chief of Government Services of the United Arab Emirates Government, where he oversees improving government services and implementing programs to ensure providing high quality services through the Emirates Government Service Excellence Program (EGSEP), which aims to raise the efficiency of government services and improve customer experience. He also oversees other programs including the Global Star Rating System, Khadamati system, and the Best M-Government Award, an international annual award aiming to encourage government entities and students to develop innovative solutions in the field of smart applications. Bin Taliah has previously held several managerial positions in various fields in the public and private sectors, including IT, cyber security, corporate governance, media, and ICT. From 2014 to 2019, he served as Assistant Director General for the Corporate Services Sector at the Prime Minister’s Office, in the Ministry of Cabinet Affairs. Bin Taliah holds the Executive Certificate in Leadership and Management from MIT Sloan School of Management, a Master of Science degree in Project Management from the British University in Dubai, and a Bachelor of Science degree in Computer Engineering from Khalifa University in Abu Dhabi.

Professor A. Parasuraman ("Parsu") is Emeritus Professor of Marketing and James W. McLamore Chair Emeritus at the Miami Herbert Business School, University of Miami (USA). He currently serves as Mentor of the AIM-Parasuraman Center for Service Excellence at the Jagdish Sheth School of Management (JAGSOM) in Bengaluru (India) and Pro-Chancellor (Academics) of Vijaybhoomi University in Karjat (Greater Mumbai, India). He is renowned globally as a leading expert in service quality and customer service. He has authored several books, consulted with many companies, and conducted dozens of executive seminars worldwide. He has published over 130 articles in scholarly journals and has served as editor of the Journal of the Academy of Marketing Science (1997-2000) and the Journal of Service Research (2005-2009). Professor Parasuraman has received numerous awards for excellence in teaching and research. He has also received discipline-wide recognitions such as: American Marketing Association’s “Career Contributions to the Services Discipline Award” (1998); Academy of Marketing Science’s “Outstanding Marketing Educator Award” (2001); inclusion in the Chartered Institute of Marketing (U.K.)’s “Guru Gallery” (2004); IIT-Madras “Distinguished Alumnus Award” (2005); establishment of “The Parasuraman Service Excellence Research Prize,” at the HBMSU in Dubai to foster scholarly research the MENA region (2008); Society for Marketing Advances’ “Elsevier Distinguished Scholar” award (2009); Honorary Doctorate from Maastricht University, Netherlands (2011); Paul D. Converse Award for significant scholarly contributions to marketing (2012); Gil Churchill Award for Lifetime Contributions to Marketing Research (2013); Fellow of the AMA (2016); and AMA Higher Ed SIG’s Lifetime Achievement Award (2018).

DR. MOHAMMED ABDULLAH NASSEEF Dean of Islamic Economic Institute Assistant Professor of Total Quality in the Department of Business Administration at King Abdulaziz University Executive Member of the Saudi Council for Quality, Presenter of several workshops in the Service Excellence System for Governmental Entities, assessor in Sheikh Khalifa Excellence Award, certified Six Sigma and Excellence Management by the American Harrington Institute, Member of the American Society for Quality (ASQ) and Certified Trainer of Trainers from London Academy of Management Studies, UK. His current research interest is the uses of artificial intelligence tools for quality services and his PhD is in sustaining critical success factor for organizational excellence and competitive advantage.

Moza Suwaidan Director of Strategy and Innovation Director General Advisor Dubai Digital Authority - Dubai Government In her position as the Director of Strategy & Innovation, Moza is responsible for managing and delivering Technology Solutions, Strategy and Performance, Quality Management, Excellence, Enterprise Architecture and Portfolio Management functions. She has more than 20 years of rich professional experience in which she also led key city strategic initiatives, the recent one being “Invest In Dubai” that has been launched by His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Prime Minister and Ruler of Dubai. In addition to Dubai Paperless Strategy and ICT City Architecture, both of which contribute significantly towards the digital transformation of the city. Moza is a holder of a PhD in Quality Management from Hamdan Bin Mohammed Smart University, a Masters in Business Administration (MBA) from American University in Dubai and Bachelor of Business Information Technology from the Higher Colleges of Technology. She is also a graduate of UAE Executive Leadership Program.

Prof. Dr. Phil Klaus MBA, MRes Professor of Customer Experience Strategy and Management Prof. Dr. Phil’ Klaus is widely considered one of the leading global Customer Experience Strategists. He is the founder of Dr. Phil Klaus & Associates Consulting, Professor of Customer Experience and Marketing Strategy at the International University of Monaco, bestselling author of “Measuring Customer Experience – How to Develop and Execute the Most Profitable Customer Experience Strategies,” Chairman of the PK Customer Experience Institute, and holds multiple visiting professorships around the globe. His award-winning and groundbreaking customer experience, UHNWI, and ultra-luxury research has appeared in numerous books, and a wide range of top-tier academic and managerial journals. Prof. Klaus is a frequent keynote speaker at public and in-company seminars and conferences around the world, and bestselling author of ‘Measuring Customer Experience.’ He is an experienced manager and management consultant with an active, international portfolio of Blue-Chip clients for whom he advises on customer experience strategy, profit enhancement, 'next practice,' and business development.

Her Excellency Dr. Amna AlDahak AlShamsi is the Assistant Undersecretary for Care & Capacity Building Sector at the Ministry of Education in UAE since July 2016 where she has led several strategic programs and initiatives that target two key focus areas, namely Identification and Enrichment of Gifted and Innovative Students and Student Empowerments through capacity building programs. She was also named the UAE Government Spokesperson in April 2020 during the COVID-19 Pandemic where she participated in carrying out national press briefings, moderating ministerial sessions, in addition to speaking at international multilateral conferences. Prior to her current position, HE held the role of the Director of Innovation and Entrepreneurship Department at the Ministry of Education and led the planning and implementation of the first Innovation Ambassadors Program in Summer 2016. Prior to that, she was a Research Assistant and Doctor of Philosophy (PhD) candidate at the Department of Computer Engineering in Khalifa University from 2010 to 2015. She also worked at the Department of Computer Science in the University of Sharjah as a Teaching Assistant from 2001 to 2005 and as a lecturer/faculty member from 2005 to 2010. Dr. Al Shamsi has participated with many papers in conferences and scientific journals. She also served as a reviewer in many specialized conferences. During her work with the Ministry of Education she was awarded the 2020 Best Assistant Under-Secretary Award which is one of the Ministry’s Excellence Awards and the 2019 UAE Pioneers Award for the “Voice of Tolerance” Project for which HE was the Team Leader. Her Excellency is a member of a number of prominent national and regional councils and committees, such as the Higher National Committee for the People of Determination Services, the National Food Security Council, and the Gulf Council for Giftedness for which she is also heading its executive committee. She is also a member of the advisory boards and academic committees of several colleges in the UAE universities, a member of the Board of Trustees of Ajman University of Science and Technology, and a member of the Emirates National Schools Board of Directors. HE also chairs the Child Protection Council and the National Committee for Bullying Prevention. Dr AlShamsi holds a Ph.D. in Computer Engineering from Khalifa University, and Bachelor’s and Master’s degree in Computer Science from University of Sharjah. She also holds the UAE Government Innovation Diploma from Mohamed Bin Rashid Center of Government Innovation.

• UAEU alumni “bachelor’s in law “ • HBMSU alumni “Master of science in organizational excellence “ • Head of performance management section, in Strategy and Future department at Ministry of Human Resources and Emiratisation. • Interested in Public speaking and concepts related to business and customer service. • Winner of the second place in the Minister of Human Resources and Emiratisation Award for the category of the best young citizen in 2019. • Member of the "Media Face" team of the Ministry.

As the Expo 2020 Project Head assigned to represent Dulsco who are the Official Waste Management Partner of Expo 2020 Dubai, Joelle Saab is charged with the responsibility of overseeing all aspects pertaining to the delivery of a successful event including the design and execution of the waste management and recycling strategy, as well as achieving the sustainability related goals set for this event. Her academic background, including a bachelors degree in Biochemistry/Life Science and a masters degree in Environmental Sciences, is topped with 12 years of experience in waste management, recycling, material recovery, ecosystem restauration, reforestation and other environmental solutions. She initially joined Dulsco as the Recycling Specialist overseeing the operations of Dulsco’s Material Recovery Facility as well as designing and implementing recycling programs and conducting waste audits for clients. Prior to joining Dulsco, Joelle was the Environmental Expert of Emirates Environmental Group and spearheaded a variety of projects for the European Union (EU) and United States Agency for International Development USAID) in Lebanon. In addition, she was contracted to lecture a masters level course on Environmental Sciences at Saint Joseph University of Beirut. Joelle has a strong service oriented attitude with keen attention to detail. Passionate about sustainability and preserving the environment, she has focused the past 12 years on the environment and will continue this dedication into the future.

After graduating from the University of Amsterdam as MA in business economics, Olav started his career in 1999 as product manager for Philips Lighting in the Netherlands. After several positions in Latin America, Olav worked on the introduction of LED technology in Philips’ lighting fixtures for general lighting. Olav is based in Dubai since 2012 to bring LED technology and other innovations to the market in the Middle East, such as Dubai Lamp. Now Olav is looking after the agriculture business, as well as the market development for LiFi technology.

Dr. Ashraf Mahate is currently the Chief Economist at Dubai Industries and Exports, which is the industrial development and trade promotion organisation within the Emirate of Dubai and an agency of the Dubai Department of Economic Development part of the Government of Dubai. In his current capacity, Dr. Mahate provides econometric analysis, evidence-based policy design and development, information and advice to key decision makers that promotes a structured as well as detailed understanding of industrial development and trade policy’s role in economic growth, diversification and development of Dubai and the United Arab Emirates. Dr. Mahate is responsible for overseeing thought leadership within Dubai Industries and Exports in the areas of Industrial development, trade, trade policy, entrepreneurship, creativity and innovation. He manages the high-profile portfolio of publications that serve the market-based needs of the business community in the emirate. Furthermore, he is closely involved with policy development and regularly works with officials from federal ministries and international agencies on issues related to industrial development, trade and international trade agreements. Dr. Mahate’s professional career has spanned academic, corporate assignments, including teaching at universities in the UK and the UAE. Dr. Mahate embarked on his career as an academic initially with Cass City University Business School part of City University in London in 1990. He later moved to Dubai in January 2000 and continued to be an academic commanding senior positions in international universities based in the emirate. With extensive regional experience Dr. Mahate has worked on assignments with the International Trade Center as well as the Inter-American Development Bank. Dr. Mahate is an accomplished public speaker and regularly delivers presentations at seminars, conferences, and industry-based functions in the UAE and overseas. As a professional economist with high-level management experience in the region, Dr. Mahate is an advisor to the SME sector, especially in the area of trade and a judge for various industry awards. Dr. Mahate is a regular contributor to various regional business magazines and newspapers as well as having written a number of academic journal articles, chapters in books and edited books in the areas of entrepreneurship, trade, finance and innovation. Over the past 29 years, Dr. Mahate has carried out economic and financial consultancy and training assignments for a wide range of public and private sector organisations. Dr. Mahate received his doctorate from Cass City University Business School in London (UK). He read Economics at University College London which is one of the principal colleges within the University of London followed by a Masters in International Economics and Banking at the University of Wales in Cardiff. Dr. Mahate is a professional educator and received his training at the Institute of Education (University of London). Currently, Dr. Mahate is a member of the Chartered Institute of Managers (UK) and a Member of the Institute of Commercial Management (UK). Additionally, Dr. Mahate is a member of the Association of Certified Anti-Money Laundering Specialists (ACAMS).

Alia Aljanaahi is a Senior Project Manager in UAE Federal Government. She has a rich professional experience in Information Technology, Government Excellence and Performance. Alia holds a Bachelor’s degree in Business Information Technology from Higher Colleges of Technology (Distinction with Honors), and an Executive MBA in Strategic Management from Higher Colleges of Technology (Distinction with Honors). She also completed a various professional certifications in Artificial Intelligence, Project Management and International Protocol. She recently completed her PhD studies at HBMSU, focusing on enhancing customer experience with mobile apps.

As we adjust to the post-pandemic world, employers and organizations around the world are looking differently at their employees and focusing more on what they can do than on what they are qualified to do. The distinction is important – the distinction between certification and capabilities, between skills and potential. Key Take Away’s from this presentation: • Skills, competencies, and capabilities are the new currency in the labour market. • The question employers are asking is “what can you actually do?”” not what degree or qualification do you have?” • The focus on skills demands changes in the work our colleges, technical institutions and universities do – both what they do and how they do it. • The key driver for this change is how we assess learning – more authentic assessment, real-world problem solving, demonstrating skills (hard and soft) and less “standardized testing” and multiple choice. • Modular, skills-based learning – stackable and ladderable to diplomas and degrees – are the future. MOOC providers understand this – hence the massive growth in MOOC registrations for degrees and microcredentials. • Quality assurance for skills does not resemble the quality assurance we have in place for degrees – it is about legally demonstrable skills and competence: “fitness of skills in use”. Stephen Murgatroyd, PhD is an experienced university teacher and administrator and former Dean, Faculty of Business at Athabasca University. He now teaches futures literacy at the University of Toronto, the University of Alberta and at Athabasca University. Author of over forty books, 200 academic papers and book chapters, Stephen is an in-demand consultant and advisor. He has advised governments and organizations around the world – recently focused on work in Dubai, Chile, Paraguay, New Zealand, US and Canada.

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A passionate Emirati Entrepreneur and businesswoman. Graduate from Michigan University in United States of America. Serving in Abu Dhabi Police Force and owner or Medical Health Care, Food and Beverage, Online Platform services.

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Dr. Souma Alhaj Ali is an Associate Professor in Industrial Engineering-Artificial Neural Network and Robotics; she is currently the Director for Excellence and Governance at Hamdan Bin Mohammed Smart University. She has a strong record of achievement combining skills in diverse areas of Industrial Engineering, Artificial Intelligence, and Quality and Excellence. She’s held many positions in public and private sectors, including the Director of the Center of Academic Quality Assurance at Hashemite University and the Executive Director for the United Industrial Group Corporation. She is a lead assessor for the European Foundation for Quality Management (EFQM) model and a Lead Auditor for Middle East e-Learning Quality Framework (MeLQ) with more than fifteen years of eperience in building and operating quality management systems and designing automated systems and solutions in both private and governmental sectors. Dr. Souma was the ICDE Focal Point on quality in the Arab region during 2017-2020. She published over 25 peer-reviewed papers in reputed international scientific journals and was granted 4 funded projects. Dr. Souma has a B.Sc. and M.Sc. degrees in Industrial Engineering from University of Jordan and a PhD degree from University of Cincinnati, Ohio, USA.

Managing a world class team with a software mindset that can deploy latest IoT technologies. This allows customers to transform their building operations towards digital services resulting in sustainability and efficiency improvements.

Received my diploma in National Business in 2009. I’ve previously worked at Emirates Airlines cargo as a customer service supervisor. I later moved to Aviation Security in DCAA and currently working in Sharjah Media Council while I am simultaneously studying to obtain my degree in Business and Quality Management from HBMSU. I love adventures and taking risks and enjoy life as it takes me on its roller coaster.

An ambitious and passionate Alumni from HBMSU, with a bachelor’s degree in business & Human Resources. Previous Learner Council president of year 2019 and a current Postgraduate Learner in Innovation and Change Management. Aiming to grow in an environment that motivates excellence, passion for work, and loyalty towards the committee; that will strengthen my personal character and support my career growth.

I am self-motivated and looking forward to self-development and motivation in my career, currently pursuing my bachelor’s degree in human resources. Aiming to be an expert in the training and development area . Currently working on an innovative platform related to internal training and development that encourages sustainable learning. Obtained a professional certification in digital marketing.

Dolly Otaky is an education professional with a broad experience in teaching and educational management. After a brief career as a primary school teacher, she started her career in higher education as a teacher educator, and has moved on to educational management roles including continuing education and training, academic quality assurance and accreditation, and institutional research. Dolly is currently the Director of Institutional Intelligence at Hamdan Bin Mohammed Smart University.

Graduate from Master of Science in Innovation and Change Management, head of strategy and Quality section, and president of the Youth Council of the Supreme Legislation Committee, and the president of HBMSU Alumni Council. As the President of Youth Council at his workplace, he worked on exploring the hidden talents of the Youth, lead youth initiatives and empower them to take responsibilities and build a safe environment to experiment and trail and error as a means to enhance youth experience in various aspects related to their job, and mainly on designing, planning and executing initiatives.

Dr. Marwa Shalwani is a dental general practitioner in Dubai Health Authority as well as a member in Corporate Social Responsibility (CSR) committee. She is a presenter of “Seha W Saada”: TV/social media show that promote health awareness on various trending issues among UAE community on Dubai TV and Sama Dubai TV. Since the beginning of Covid 19 pandemic, she has joined the Covid Command and Control Centre of Emirate of Dubai as a data analysis team-leader to facilitate residents and tourists’ analysis and needs. She received her master’s degree in sciences of hospital management from HBMSU and bachelor’s degree in dental surgery from University of Sharjah. She was the head of protocols in the first edition of Arab Model of United Nations event in 2019. She participated in different volunteering roles in several prestigious events: World Government Summit and World Special Olympics and active volunteer member in Dubai Expo 2020. She has been awarded with “Young leader of the year” from Al Leem Business Congress in 2019 for her achievements as youth advocate.

My name is Mohamed Abdulla Alhebsi, a Postgraduate researcher (PhD student) at the University of Leeds specialised in Material Science and Engineering, sponsored by ADNOC, expecting to graduate in December 2021. I have a bachelor’s degree in Mechanical Engineering from the University of Leeds with Class I and Honours. Started my PhD at the age of 22. I was the head and a member of the Global Youth Council in the UK. Founder and former president of the UAE Society in Leeds. I worked on different projects and initiatives with world-leading companies such as Rolls Royce, Land Rover and Tesla. I have attended and participated in conferences related to different areas such as NACE 2020, One Young World 2019 in London, The Emirates Youth Global Initiative in London 2019, and the 16th UAE x UK Business Council in Abu Dhabi. I have also reached the final stage of the 2nd batch of the UAE Astronaut Programme.

Dr Sanjai K Parahoo combines an Engineering degree with an MBA and a PhD in Services Management. He is currently Associate Professor of Service Innovation and Management at the School of Business and Quality Management at Hamdan Bin Mohammed Smart University, Dubai. He has published over 40 articles in leading journals in Service Innovaton and Management in both Education and Business settings. He is formally trained in Innovation and IPR management and has over 10 years experience in securing funding, and he has conducted and managed Research, Innovation, Consulting and Contract research in various countries in Africa and Asia.

Master of Science in Service Leadership & Innovation, Bachelor in Business & Quality Management, and National Diploma in Aerospace Engineering Certified professional trainer excellence from Emirates Association for Management Consulates and Trainers focusing on leadership, innovation, service design and quality management. Experience professional having previously worked with various government projects and training programs. Over 15 years of experience working closely with clients providing expert training and consultancy. Prime training and research areas quality management, strategic planning, leadership, Innovation, service design, and self & career development.

Student in HBMSU Master of Science in Innovation and Change management, Entrepreneur

• HBMSU alumni “Bachelor Business management in Accounting”. • Learner council member 3 years “2016-2018”. • Executive Contract officer at “Al Wahda Sports Cultural Club”. • Interested in managing and studying new business projects. • Owner and partner in “Blueteam mobile car care - firefox delivery”.

• Sayed Ahmad is an entrepreneur and has established his own business brand called Freez. • Freez is a UAE brand established in Dubai in year 2016 in a small hidden location. From this location, freez carried on its expansion to have 17 branches across UAE and 4 branches in KSA and 2 branches in Oman. • He is currently working in RTA as a Chief IT Auditor and he has more than 20 years of experience in IT Audit, IT Security fields and System Management. Before that he was a Senior IT Auditor at Dubai Bank and IT Audit-Assistant Manager at Commercial Bank of Dubai. He holds bachelor’s degree in engineering management and Higher Diploma in Electronics Engineering from Higher Colleagues of Technology and currently perusing his master’s degree studies in Entrepreneurial Leadership from Hamdan Bin Mohammed Smart University.

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Mohammad Hussain Gulfam graduated from the program of Bachelor of Business and Quality Management from HBMSU. He works as an Executive Education Officer in Mohammad Bin Rashid School of Government. Furthermore, he is a member and secretary of the HBMSU Alumni Council. Also, he is passionate about volunteering with governments in Local occasions and global conferences.

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An Emirati entrepreneurial and the owner of United Football Academy in Dubai. Currently enrolled in master’s degree of Management in Entrepreneurial Leadership at Hamdan Bin Mohammed Smart University with 15 years’ of professional experience in different sectors such as banking, customer service and human resources. Working in a government sector as a Deputy Senior Manager, the first Emirati to win two Global awards from the ROI methodology creator (Dr. Jack Phillips – ROI Institute – USA) for ROI best practice implementation 2015, Practitioner of the year 2017-2018 and the first to publish a case study in an international book in 2020. Holding a title of certified ROI Professional (CRP) and a Professional Co-Active coach (CPC) by Coaches Training Institute.

Saad personally conducts several training programs such as Human Capital Development, Leadership, Strategic Planning and Entrepreneurship Saad Has had a long and diverse career that led him to work in several organisations and different positions during his Thirty Seven years Including the post of Smart Training Manager Hamdan Bin Mohammed Smart University Director Human Capital Development Mohammed Bin Rashid Foundation Coordinator General Dubai Human Development Award, Head of Trade Industrial Development Division Department of Economic Development Dubai Project Manager Islamic Banking, Emirates Bank International Manager Private Banking, Barclays Bank Dubai Securities Trader, ABN AMRO Bank Dubai Supervisor, National B ank of Dubai Saad has written several books How to Get the Right Job 2007 The Right Resume 2015 The Right Interview 2016 The Right Business Career 2016 The Right Business Ethics 2017 The Right Virtual Meeting Etiquette 2020 Saad has written several research papers Strategies for Teaching and Learning 2017 Upgrading Local Talent 2018 The Future of Entrepreneurship in the UAE 2018 Saad' skills are original thinker, Innovator, Smart Application Idea development Expert, strong math linguistics skills, Complex Problem Solving, Critical Thinking, People Management and Motivating Subordinates, Creativity, Coordinating with Others, Emotional Intelligence, Judgment and Decision Making, Service Orientation, Negotiation Skills and Cognitive Flexibility Saad's Commitment and key achievements won him several prestigious awards such as the Mohammed bin Rashid Award For Young Business Leaders Medical category 2007 Certificate of Appreciation from Dubai Government Excellence Program for Most Distinctive Administrator in Department of Economic Development 2006 Certificate of Appreciation from Dubai Government Excellence Program as Most Distinctive Project in Department of Economic Development 2007 Saad holds several degrees and certifications, an MBA (Financial Wealth Management) from the University of Hull UK Team leader of several Quality Awards such as Dubai Quality Award ( Sheikh Khalifa Excellence Award ( Abu Dhabi Award for Excellence in Government Performance ( Quality Management Systems ISO 9000 2000 Series Lead Auditor, LRQA Lloyd s Register Quality Assurance, London, UK Associate Fellow Institute of Islamic Banking Insurance ( London Certified Career Management Couch ( USA Certified Life Coach ( USA Saad is a member of the Dubai Police Advisory Committee For Community Service, he is also a member of the Dubai Quality Group DQG, member of the American Society for Quality ASQ and member of the International Coach Federation ICF Saad's interests are Reading mainly marine biology, psychology, Cosmology, history, fiction business related books Cycling, Swimming, SCUBA diving, golf and squash

Khalid is an entrepreneur, he earned his bachelor degree in Mechanical Engineering from San Diego State University. California, USA and his master’s degree in Business & Engineering Management from Universally of Wollongong in Dubai. Khalid is a Former Corporate Government Relations Manager in ADNOC. He was a Speaker, Official Presenter & Master of Ceremony for multi of events in Borouge & ADNOC and was a leader of Borouge Brand & Values Campaign. He was the director of Sports, Juventus Football Club Academy in Dubai.

Hajar is an emirati storyteller, she has participated in several local plays and several state forums and voluntary initiatives, She have received Sheikh Sultan Award for Youth Energies.