4th Government CX Summit 2026
Digital, Intelligent & Citizen-Centric Governance — Redefining Public Service Experience for the Next Decade
21 October 2026 | Abu Dhabi, United Arab Emirates
Organized by
Media Partners
More partners will be updated soon.
About the 4th Government
CX Summit 2026
Event in Numbers
Attendees
Sponsors & Exhibitors
Speakers & Panelists
Media Partners
Decision makers from UAE Government and Semi-government Entities
Executive Leaders Panel Sessions
Technology & Innovation Sessions
Event Features
1-Day International Summit
CX Solutions Demo
1-Day Exhibition
Key Themes for 2026
Intelligent & AI-Driven Government CX
Data, Personalization & Predictive Analytics
Omnichannel & Unified Citizen Experience
Trust, Transparency & Ethical AI
Human-Centered Service Design & Design Thinking
Measuring CX Impact & Service Excellence
Esteemed 2026 Speakers
H.E. Fatema AlMutawa
Executive Director (Acting)
Strategic Affairs Sector
Department of Municipalities
and Transport Abu Dhabi
Eman Ibrahim Albalooshi
Director of CX & Support Services
Ministry of Climate Change and Environment
Eng. Mozah Mohamed Alnuaimi
Chief AI Officer
Ministry of Energy and
Infrastructure (MOEI), UAE
Jasem Mohamed Al Hammadi
Section Head – Customer
Relationship (Customer
Happiness Office)
Environment Agency,
Abu Dhabi
Nabil Arnous
Chief Commercial Officer
Innovation City –
Government of RAK
Ahmad Al-Hunaiti
Associate Director –
Customer Experience
DMCC
Ammar Ahmed
Group Strategy and
Commercial Director
SEHA
Girish Sehgal
Chief of Patient Experience
Sheikh Shakhbout Medical City
Ali Alkhazali
Director of Customer Experience & Business Excellence
AD Ports Group
Lu Jue
Director of Visitor Experience
Department of Culture and Tourism – Abu Dhabi
Summit Agenda
October 21, 2026 | Abu Dhabi, United Arab Emirates
08:30
REGISTRATION & WELCOME COFFEE
09:00
OPENING REMARKS BY CONFERENCE CHAIRPERSON
09:10
PANEL DISCUSSION — EXPLORING CITIZEN-CENTRIC SERVICE DESIGN, TRUST, AND SERVICE EXCELLENCE
- Transitioning from service delivery to citizen-centric experience models
- The role of digital trust, transparency, and accessibility in government CX
- Aligning national digital transformation strategies with citizen expectations
09:45
TECHNOLOGY SESSION 1 — LEVERAGING AI & AUTOMATION TO ENHANCE CITIZEN ENGAGEMENT
- Using AI-driven chatbots and virtual assistants to improve response times
- Automating service workflows to reduce friction and operational costs
- Ensuring ethical AI adoption and fairness in public sector interactions
10:00
TECHNOLOGY SESSION 2 — DATA-DRIVEN DECISION MAKING FOR PROACTIVE GOVERNMENT SERVICES
- Harnessing citizen data to anticipate needs and improve service outcomes
- Integrating data across agencies for unified CX insights
- Balancing data utilisation with privacy and regulatory compliance
10:15
PANEL DISCUSSION 2 — BUILDING SEAMLESS OMNICHANNEL EXPERIENCES ACROSS GOVERNMENT ENTITIES
- Breaking silos to deliver consistent experiences across digital and physical channels
- Integrating legacy systems with modern CX platforms
- Enhancing service continuity across ministries and government touchpoints
10:50
INDUSTRY CASE STUDY — TRANSFORMING CITIZEN SERVICES THROUGH DIGITAL INNOVATION
- Key challenges faced during large-scale CX transformation initiatives
- Technology adoption strategies that delivered measurable citizen impact
- Lessons learned and best practices for sustainable implementation
11:05
TECHNOLOGY SESSION 3 — CLOUD-ENABLED PLATFORMS FOR SCALABLE GOVERNMENT CX
- Leveraging cloud infrastructure to support agile service delivery
- Enhancing scalability and resilience of government CX systems
- Ensuring compliance with national data sovereignty requirements
11:30
NETWORKING & COFFEE BREAK
12:00
PANEL DISCUSSION 3 — MEASURING CX SUCCESS: KPIS, INSIGHTS & CONTINUOUS IMPROVEMENT
- Defining meaningful CX metrics beyond satisfaction scores
- Using real-time analytics to drive service enhancements
- Embedding feedback loops into government service frameworks
12:35
TECHNOLOGY SESSION 4 — CYBERSECURITY & DATA PRIVACY AS ENABLERS OF TRUSTED CX
- Strengthening citizen trust through secure digital service environments
- Managing cyber risks across interconnected government platforms
- Aligning CX initiatives with national cybersecurity policies
12:50
INDUSTRY PRESENTATION — BEST PRACTICES IN IMPLEMENTING CX TRANSFORMATION ACROSS PUBLIC SECTOR
- Change management and workforce readiness for CX-led transformation
- Scaling pilot projects into enterprise-wide government initiatives
- Partnering with technology providers to accelerate CX maturity
13:05
PANEL DISCUSSION 4 — THE FUTURE OF GOVERNMENT CX: INNOVATION, INCLUSION & SUSTAINABILITY
- Designing inclusive services for diverse citizen and resident groups
- Embedding sustainability principles into digital government services
- Preparing government organisations for the next generation of CX innovation
13:40
CLOSING REMARKS & SUMMIT CONCLUSION
Who Will Attend
semi-government entities, including:
- Directors General & Executive Directors
- Heads of Customer Experience & Service Excellence
- Digital Transformation & Innovation Leaders
- CIOs, CTOs & IT Directors
- CX, AI, Data & Digital Strategy Specialists
Who Should Sponsor
Solution providers specializing in:
- CX Platforms & Omnichannel Solutions
- AI, Automation & Intelligent Chatbots
- Data Analytics & Voice of the Customer (VoC)
- Cloud, Digital Identity & Smart Government Platforms
- CRM, Contact Center & Citizen Engagement Technologies
Why Get Involved
Position Your Brand as a Trusted Government CX Partner
Engage Directly with Senior
Decision-makers
Generate High-quality Government Leads
Gain Insight Into Upcoming CX and Digital Initiatives
Strengthen Visibility Within the UAE Public Sector Ecosystem
Facts and Figures for 2026
95% of government services in the UAE are now available digitally, with over 50% of transactions completed online or via mobile apps. This huge shift underscores a broad digital adoption that highlights citizen demand for efficient digital experiences — making CX a strategic priority.
More than 80% of citizens report satisfaction with digital government services, reflecting strong public confidence and setting a high benchmark — but also raising expectations for continuous improvement and personalised experiences.
The UAE Ministry of Finance scored 96.57% in the Customer Happiness Index in the first half of 2025, with 97.30% of customer requests resolved on the first call — shining examples of government excellence in CX that can be showcased at the summit.
Platforms like UAE Pass now power access to 15,000+ services and have been used in billions of transactions, with the ecosystem handling over 2.6 billion digital transactions and ~600 million logins, showing both scale and critical importance of seamless government CX.
2025 Highlights
The 3rd Government CX Summit held in Abu Dhabi, United Arab Emirates brought together 400+ key stakeholders from government agencies, private enterprises, and academia to discuss the future of customer experience in the public sector.
3rd Government CX Summit
Venue
The Ritz-Carlton Abu Dhabi, Grand Canal
Organized by
Igniting Innovation.
Contact Us
Sponsorship Inquiries
Speaking & Marketing Inquiries
General Inquiries
©2026 Intellicon Events. All Rights Reserved.