Pioneering Leaders in the AI Age, Shaping a New Technological Era

طﺳوﻷا قرﺷﻟا ءﺎﻣﻋز The L E A D E R S April | 2025 Pioneering Leaders in the AI Age, Shaping a New Technological Era Dr. Emmanuel Manyonganise Customer Experience Strategy Advisor Bank Al Bilad Innova?ons How AI Trends and Pioneers are shaping the future of Technology Transforming AI The Role of Visionary Leaders in AI Dr. Emmanuel Manyonganise A Visionary Leader in Customer Experience and Digital Transformation

“AI is not just a tool for automation; it’s an enabler for augmentation.”

Architects of Intelligence: Leading in the Age of AI A force—reshaping industries, rewiring workflows, and remaking the very fabric of society. At the center of this revolution are the visionary pioneers whose creativity, innovation, and courage are dictating a new age of technology. s we journey through the rapidly changing world of the 21st century, there is one force that keeps redefining what it means to live, work, and think: artificial intelligence. Gone are the days when AI was locked away in science fiction; today, AI is an influential, real This special issue is an homage to those individuals and institutions that are not only keeping up with change but leading it. They are CEOs, engineers, researchers, policymakers, and entrepreneurs who realize that AI is not a tool—it's a driver of systemic advancement. From transforming healthcare diagnostics to pushing the boundaries of ethical AI frameworks, these leaders are setting down the tracks for a future where technology enhances human potential. Their paths are as varied as the problems they're trying to solve. Some are developing AI that fights climate change, while others are advocating for inclusion and equity in algorithmic design. Some are charting new regulatory and ethical territories, calling for responsible development and deployment. What they have in common is a common purpose of harnessing both artificial and human intelligence to create a better, more interconnected world. Editor’s In assembling this issue, we dug deeper and searched beyond the surface-level praise. We went on to seek out the stories of success: the risks and failures overcome, the unwavering commitment to purpose that propels these leaders forward. Each profile is a window into what it's like to lead in an era of constant change and innovation required. As you move through the following pages, we hope you're inspired not only by the work of these innovators, but by the ethic of curiosity and courage they demonstrate. The AI era is still in its beginning chapters, and there is plenty of space for many voices in charting its course. Desk Here's to hoping this issue gets ideas flowing, sparks conversations, and maybe even stirs up the pioneering leader within you. Preston B.

Cover story CONTENTS 08 Dr. Emmanuel Manyonganise A Visionary Leader in Customer Experience and Digital Transformation Articles Innova?ons 16 How AI Trends and Pioneers are shaping the future of Technology Transforming AI 20 The Role of Visionary Leaders in AI

طﺳوﻷا قرﺷﻟا ءﺎﻣﻋز The L E A D E R S Editor-in-Chief Merry D'Souza Managing Editor Executive Editor Assistant Editors Preston B. Jenny F. Michael W. Art & Design Director Associate Designer Visualizer David King Rosy Scott Angela Ruskin Senior Sales Managers Business Development Manager Brain Moody, Jack McDowell Nisar Mohammed Marketing Manager Sales Executives James M. Max Floyd Company Name Featured Person Brief Technical Head Business Development Executives Jacob Smile Simon, Tom Arsalan Shakeel, Principal Data Architect at Novigo Solutions, leads innovative data strategies, architecting scalable solutions that drive business intelligence, analytics, and digital transformation across diverse enterprise environments. Arsalan Shakeel Principal Data Architect Novigo Solutions novigosolutions.com Technical Specialist Digital Marketing Manager Dominique T. Irvin Wilson Chinmai Talwalkar is the Managing Director of Protiviti Middle East Member Firm, leading strategic consulting initiatives, driving growth, and delivering innovative risk and business performance solutions across the region. Protiviti Middle East Member Firm protiviti.com Chinmai Talwalkar Managing Director Research Analyst SME-SMO Executive Frank Adams Steve Rodrigues Dr. Emmanuel Manyonganise, Head of Customer Experience & Digital Transformation at Bank Albilad, champions innovative digital solutions, enhancing customer journeys and driving impactful transformation across banking operations and services. Dr Emmanuel Manyonganise Head of Customer Experience & Digital Transformation Bank Albilad bankalbilad.com Database Management Technology Consultant Circulation Manager Stella Andrew David Stokes Robert Brown Oleksandr (Sasha) Kurdiuk is the Head of Digital Growth at Storytel, spearheading user acquisition, digital strategy, and performance marketing to drive global subscriber growth and engagement for the audiobook platform. Oleksandr (Sasha) Kurdiuk Head of Digital Growth Storytel storytel.com sales@themiddleeastleaders.com April, 2025 Safdar Hussain is the Interface Manager at Sinohydro, responsible for coordinating multidisciplinary teams, managing project interfaces, and ensuring seamless communication across stakeholders to support successful infrastructure project delivery. Safdar Hussain Interface Manager Sinohydro eng.sinohydro.com www.x.com/company/the-middle-east-leaders/ Follow us on : www.facebook.com/themiddleeastleaders/ We are also available on : Copyright © 2025 The Middle East Leaders, All rights reserved. The content and images used in this magazine should not be reproduced or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without prior permission from The Middle East Leaders. Reprint rights remain solely withThe Middle East Leaders.

Dr. Emmanuel Manyonganise A Visionary Leader in Customer Experience and Digital Transformation “ Dr. Manyonganise takes every opportunity to coach and mentor not only his team but everyone he works with to stretch themselves and advance in knowledge, perform beyond what they are expected to do.” COVER STORY

Pioneering Leaders in the AI Age, Shaping a New Technological Era D r. Emmanuel Manyonganise is a recognized Customer Experience Executive and Thought Leader with over 20 years of rich and global experience. He currently works at Bank Albilad in Riyadh, Saudi Arabia. His career spans across Banking, Telecommunications and Technology Consulting industries across Europe, North America, Africa and Asia. He focuses on helping businesses attract and retain customers and increase their lifetime value using a customer and data driven strategy and digital transformation. This empowers organisations to engage with customers more effectively, sell more and new products and services to them. Dr Manyonganise enable companies to make customers not only loyal but also become promotors and advocates of the brand by enhancing engagement and satisfaction through an integrated, personalized, and proactive customer & digital experience. customer service experience makes him an asset to any organization aiming to elevate its customer experience strategy and customer engagement. “ Dr. Manyonganise has achieved signicant educational and career milestones throughout his professional journey.” Let's examine his qualifications and experience more thoroughly. Educational Milestones and Career Milestones Dr. Manyonganise has achieved significant educational and career milestones throughout his professional journey. He completed a Global Executive MBA (GEMBA) at INSEAD Business School in January 2023, where he received a scholarships. Before this, he earned a Ph.D. in Optical Communication Devices from the premier Imperial College London in December 2002, supported by a UNESCO Scholarship for outstanding academic performance during his undergraduate studies. “I am driven by customer experience innovative and groundbreaking solutions which turbo-charges organisations to deliver exceptional experiences especially through AI and hyper-personalization." says Dr. Manyonganise. His academic foundation includes high school at Kutama College in Zimbabwe and B.Eng. in Electronic and Electrical Engineering from the University of Manchester in the United Kingdom. As a recognized CX leader, he has judged and chaired several global customer experience competitions, notably the International Customer Experience Awards, the Gulf Customer Experience Awards and the Customer Centricity World Series. Dr. Manyonganise has provided seminal input into developing industry standards and best practices. Regarding career accomplishments, he served as the Head of Customer Experience and Digital Transformation at Emirates Integrated Telecommunications Company (du) focusing on Experience Design and implementation. Before that, he worked as a Customer Experience Program Manager at MTN South Africa. His contributions to the customer experience and digital transformation world have made him a respected person and a sought-after speaker at international and national- level industry forums. As a recognized Thought Leader, he has spoken at industry summits like the Middle East Banking AI & Analytics Summit, Orchestra Thought Leader Round Table, 4th Edition Pronovea Customer Excellence MENA Summit and guest speaker at webinars and featured in CX podcasts. He believes AI, machine learning, data culture and other advanced analytics technology can deliver tangible business outcomes and create highly personalized and proactive memorable experiences for customers. He previously held leadership roles at Vodafone Group London as a Customer Experience & Digital Transformation Program Manager and various positions within Accenture, Amdocs Consulting, and Huawei Global Consulting specializing in Management and Technology Consulting for Tier 1 Technology and Telecommunication providers globally. Impact of His Role on the Overall Mission of His Company After completing his Global Executive MBA, Dr. Manyonganise felt he was well equipped to transition from the Telecommunication industry to either Financial Services or Technology, focusing on strategy, so when the opportunity to join Bank Albilad came, he did not hesitate to take it. “I am passionate about creating memories and delivering value to customers through an integrated, personalized, and proactive digital experience,” says Dr. Manyonganise. Besides his professional activities, Dr. Manyonganise is committed to mentoring emerging leaders in customer experience and sharing his knowledge and insights to inspire the next generation of professionals. His commitment to continuous improvement and excellence in

His role enables the bank to gain a sustainable competitive advantage over others beyond its innovative and competitive products, something that other banks cannot easily replicate. Driving Team Motivation and Alignment with Customer Experience Excellence company delivers exceptional and memorable experiences to customers, and I achieve this by listening to customers in every interaction and across all touchpoints through both solicited and unsolicited, structured and unstructured feedback,” says Dr. Manyonganise. “ Dr. Manyonganise believes technology can deliver tangible business outcomes and create highly personalized and proactive customer experiences.” “The heightened customer expectations and increasing demands force him to look for innovative ways to meet and exceed them. We ensure the solutions are innovative by keeping up with technological advancements that enhance CX and learning from other industries, such as utilities, hospitality and airlines. Recent developments in AI excites me as AI powered CX will help us to deliver those exceptional experiences that have been eluding us for so long.” Dr. Manyonganise takes every opportunity to coach and mentor his team and everyone he works with to stretch themselves, advance in knowledge, and perform beyond what they are expected to do. He challenges them to be courageous to take more significant responsibilities, and, as Dale Carnegie said, “Give them a reputation to live up to, and they end up making prodigious efforts to live up to the reputation.” Dr. Manyonganise also genuinely cares about his team’s health and well-being, and when he demonstrates this, they are always motivated to deliver above and beyond what he and the bank ask of them. Strategies for Maintaining Work-Life Balance in a Demanding Role “I prefer to see it as only a “Life Balance” because “work” is only one area of my life among multiple others,” says Dr. Manyonganise. Firstly, he always remembers that he only has ONE LIFE and therefore needs to manage it well. In general, he applies his life values when deciding and prioritizing what he needs to do in life, and that means God, health & wellness and family come first, while other things such as work/professional, friends/personal relationships and social responsibilities follow (not in order). Journey as a Global Leader and His INSEAD GEMBA Experience While considered the most intense program, INSEAD's Global Executive MBA was also dynamic, transformative, rewarding and empowering. Dr. Manyonganise gained business knowledge and leadership skills and built a strong network of global experts and business leaders through his cohort from more than 50 countries and the INSEAD global alum network, some of which have remained great friends until now. Completing the GEMBA program unveiled a world of new possibilities for him. He was able to change industries from Telecommunications to Banking, seamlessly relocate to Saudi Arabia and advance to a much more senior and strategic role. He is more knowledgeable about all business subjects and confident in his ability to lead and manage in the corporate world, new business and personal ventures. He also ensures that he manages his energy (physical, emotional, mental and spiritual) timely and effectively. “This means optimizing my day to do the most important and hardest tasks when I have the most energy instead of focusing on completing tasks based on time boundaries. Time is a finite resource, but energy is renewable.” He takes a break to recharge/reenergize when the energy is finished, or when the energy levels are low. Depending on the depleted energy, this could be a simple 15-minute break, going to the gym for an hour or just listening to some music. Sometimes it could be as much as going on a holiday abroad. Planning his day according to what’s important and urgent is another framework (Eisenhower Matrix) that he applies to ensure he gets the right things done on time. In the morning, he lists three big things that account for most say 80 % of the value he intends to create that day and three small things that he must complete each day and tries to focus and complete those things. Ensuring Innovative and Customer-Centric Solutions in Digital Transformation “By default, the nature of my job is to ensure that my

Staying Ahead of Customer Expectations and Industry Trends in Financial Service “ organizations seeking “ “We try to stay ahead of customer expectations by making strong connections with them and getting to know them deeply, their needs, behaviour, purchase and interaction history, and preferences. Then, with advanced analytics, we try to predict customer’s behaviours and anticipate future needs and engage them at the right time.” Being technologically well equipped and empowered to make decisions impacting customers and acting timely is instrumental in delivering exceptional service experiences. Industry trends are not easy to stay ahead of, especially with the pace at which technology advances. Dr. Manyonganise’s thoughts have signicantly promoted innovation and excellence in organizations seeking to utilize their to utilize their Dr. Manyonganise’s thoughts have signicantly promoted innovation and excellence in customer engagement mixtures.” mixtures.” customer engagement “The advent of generative and prescriptive AI comes with many benefits but ensuring that we are adopting the technology at the same pace and considering customer data protection and privacy policies is a huge challenge. To keep up, let alone stay ahead, it will take leaders who are curious and open-minded and organizations that are adaptable and brave to experiment.” His Take on Competition in the Telecom Industry (STAR)), which helps you understand the challenges that the business and the CEO are facing.” He argues that a clear understanding of the business challenges determines the change that needs to be made and, therefore, the Customer Experience strategy and focus area. Competition in the Telecom industry has been consistently stiff globally in the past decade or longer, and this has led Telecom companies to realize that they cannot sustainably compete on lower pricing of voice and data packages or superior devices (mobile phones) anymore. In addition, switching to another mobile service provider has never been easier in most countries anymore. This puts immense pressure on Telecom companies to continuously enhance the service experience they provide to customers. “Secondly, CX Leaders need to align their CX strategy with the corporate strategy to ensure that it helps to achieve the corporate business objectives, which gives you (the CX Leader) credibility and trust with senior management and ultimately ensures that your CX initiatives are prioritized. In parallel to business situation diagnosis, ensure you are aware of your organization’s CX maturity level to understand the gap between your current CX maturity level and your aspirations. This will help you to identify focus areas and build your roadmap of CX initiatives.” In the Telecom industry, Dr. Manyonganise has learned that product and service designs must be customer and data-led (i.e., based on customer needs and perceptions, not on what a company thinks the customer wants). He has also learned the importance of listening to customers' voices (structured and unstructured feedback, solicited and unsolicited feedback), analyzing their behaviour, and designing exceptional experiences accordingly. The beauty of this approach is that it applies to and can be replicated in any industry. Future Goals at His Current Company Dr. Manyonganise’s future goals are to continue listening to customers and powering CX with highly skilled agents and emotionally intelligent AI, focusing on highly personalized experiences for offering new products and services and in every customer interaction across all touchpoints. He is also determined to apply hyper-personalisation beyond sales and marketing to customer education and customer service interactions. Guidance for Aspiring Leaders in Customer Experience Dr. Manyonganise advises, “Start with a diagnosis of the current business situation (i.e., Startup, Turnaround, Accelerated Growth, Realignment and Sustaining Success

Innovations How AI Trends and Pioneers are Shaping the Future of Technology A rtificial intelligence (AI) is transforming industries at a pace never before seen, transforming the way businesses are being conducted, the way human beings are engaging with technology, and the future of innovation. With continued growth in AI, new trends and visionary leaders are transforming its creation, making it smarter, more accessible, and more powerful. With automation and machine learning and regulatory environments and ethics considerations coming into play, AI is transforming the tech industry in a couple of ways essentially. AI-Powered Automation Development The most buzzed-about AI trend is automation that is making things go quick in industries. AI-powered automation is leading to cost savings, efficiency, and freeing human workers from drudge work in manufacturing, finance, logistics, and customer service sectors. Some of such technologies are robotic process automation (RPA), whereby companies are able to robotically automate routine business processes without any need for human interaction. Virtual assistants and chatbots powered by artificial intelligence are accelerating customer services by reacting swiftly while providing personalized user experiences. AI-driven automation is revolutionizing diagnostics, back-office operations, and even robot-assisted procedures in healthcare. And the more that technology progresses AI, the more that capability to cope with intimidating decision-making, thereby propelling its application globally and across sectors and industries in general and a general revolution workplace transformation. 16 17 The Middle East Leaders | April 2025 | The Middle East Leaders | April 2025 |

a blessing for humankind.s The Emergence of Generative AI and Large Language Models execute on devices like smartphones, IoT sensors, and autonomous vehicles. In contrast to cloud AI, which depends on internet connectivity for data processing, edge AI enables quicker response times, increased security, and reduced reliance on central computing resources. Generative AI, powered by large language models (LLMs) like OpenAI’s GPT and Google’s Gemini, has revolutionized content creation, software development, and problem-solving. These models can generate human-like text, code, and even realistic images, making them valuable tools for businesses, researchers, and creative professionals. Edge AI is leveraged by technologies like self-driving cars, smart cities, and industrial robots to handle real-time data at high speeds. In healthcare, AI-powered diagnostics in wearable technology can monitor patients’ vital signs and identify possible health issues even without a constant internet connection. Organizations are currently employing generative AI to streamline productivity, ranging from generating content in marketing to coding and helping solve difficult problems. As technology continues to advance, the models will be at the forefront of content generation, personalisation experience, and creative potential leveraged through AI. The next generation of building generative AI is with more multimodal capability—text, image, audio, and video—to support more interactive, more immersive AI capabilities that will drive digital transformation across industries. With the advancements in hardware, edge AI will become pervasive and make AI-powered solutions safer and more efficient solutions in day-to-day life. AI Visionaries: The Change Makers It’s breakneck pace is fueled in significant measure by vision-led scientists, entrepreneurs, and technology visionaries who shape the agenda. A-listers Geoffrey Hinton, Yann LeCun, and Yoshua Bengio—spoken of in anything less than the plural “Godfathers of AI” as an exception—are credited with discovering the revolutionizing innovation in deep learning and neural networks that enabled today’s AI innovation. Ethical AI and Responsible Development With the AI presence unfolding in every nook and corner of the world, transparency, bias, and accountability are increasingly becoming the center of attention with the age of AI ubiquity. AI algorithms will mirror and consolidate training biases by default and contribute to biased or unjust decision-making and discriminatory treatment. For this, AI entrepreneurs and policymakers are moving towards responsible AI design to fairness, equity, and AI- transparency of decision-making. طﺳوﻷا قرﺷﻟا ءﺎﻣﻋز The Some of the best entrepreneurs leading AI innovation include Elon Musk, Sam Altman, and Demis Hassabis. Their firms—Tesla, OpenAI, and DeepMind—are spearheading the push for AI innovation, creating complex models and devices that breathe life into industries. L E A D E R S Explainable AI, or XAI, is the latest buzzword since it provides a clearer picture for users of how AI models make decisions. Transparency is especially needed in financial, healthcare, and legal use cases where AI-based decisions have serious long-term implications. AI visionaries not only create technology but also set the tone for the way its ethics are born, calling for responsible AI development and policy control so that AI ends up being Governments and institutions are also formulating AI laws that ensure ethical deployment. The European Union’s AI Act is one means of creating strict rules on the application of AI, especially where the danger is significant such as biometric monitoring and machine-based decision-making. These regulations will be the first to guide in regulating AI development while providing the public with trust and ethical deployment. Device-based AI, or edge AI, is transforming data processing with the potential to enable AI models to Subscribe to The Middle East Leaders Your Gateway to a world of Knowledge and Creativity! 18 The Middle East Leaders | April 2025 |

Transforming AI The Role of Visionary Leaders in AI: Shaping the Future of Technology A rtificial Intelligence (AI) is not just a tech revolution—it is a fundamental transformation of the way we live, work, and address the world's most pressing challenges. At the heart of this change are visionary AI leaders, individuals whose vision, creativity, and moral foundation are shaping the frontiers of what AI can do. These leaders are not just shaping corporate plans and government agendas but are also creating a future where AI serves humanity as a whole. The Vision of AI Visionary Leadership In a world where innovation travels at lightning pace, it's simple to fall into the trap of short-term gains. Yet visionary AI leaders are characterized by their long vision. They're not only technology literate but also have the capacity to sense societal change, economic currents, and ethical currents. This puts them in the position to drive AI development towards directions that converge with wider human values. 20 21 The Middle East Leaders | April 2025 | The Middle East Leaders | April 2025 |

From academic pioneers like Geoffrey Hinton to tech entrepreneurs like Demis Hassabis, these leaders have demonstrated that vision matters just as much as technical expertise. Their leadership is rooted in curiosity, responsibility, and a deep understanding of AI’s potential to transform industries—from healthcare to finance, education to climate science. cultivating a worldwide talent pool with not only coding expertise, but also the knowledge to utilize AI for social good. By emphasizing values such as integrity, empathy, and curiosity, these leaders are helping create a culture where AI serves as a tool for empowerment rather than control. Their influence ensures that the future of AI remains firmly in the hands of those who prioritize human progress. Driving Ethical and Inclusive Innovation Conclusion: Charting the Path Forward One of the most important contributions of vision-led leaders to AI is that of encouraging ethical practices. As AI applications become more widespread in everyday life, the potential for bias, misinformation, and surveillance escalates. Vision-led leaders who foresee a fair and equitable future for AI stress transparency, equity, and inclusiveness in model creation and use. As AI advances, the requirement for guidance, foresight, and moral leadership has never been more urgent. Visionary AI leaders are necessary to chart this challenging landscape. Their work is not just about technological progress; it is about ethical leadership, international cooperation, and human-centric innovation. They push for inclusive teams and diverse datasets because they realize that ethical AI cannot be achieved within homogenous environments. Whether in responsible AI labs or interdisciplinary advisory boards, these leaders are setting up systems that keep human dignity front and center of innovation. In an algorithmic and automated world, these leaders are the guiding points—steering AI towards a future that is not only intelligent, but also equitable, secure, and inclusive. The mark of visionary leaders in AI will not be their machines, but the human lives they enhance. Building Cross-Sector Coalitions The sophistication of AI needs more than isolated expertise—it needs collaboration across borders and industries. Visionary AI leaders are dismantling conventional boundaries, promoting collaborations between private enterprise, academia, and public institutions. These collaborations are crucial for responsibly sharing data, supporting worthwhile research, and developing globally accepted standards. For example, the leaders of prominent AI labs usually collaborate with global policy-makers to develop regulations that promote innovation while protecting public interest. Their efforts ensure that AI does not evolve in isolation but as a collaborative human effort. Inspiring the Next Generation In addition to their present contributions, AI visionary leaders have a crucial role in inspiring and guiding the future generation of innovators. Through lectures, open- source projects, and educational initiatives, they are 22 The Middle East Leaders | April 2025 |

"AI is going to change the world more than anything in the history of humanity. More than electricity.”

طﺳوﻷا قرﺷﻟا ءﺎﻣﻋز The L E A D E R S

Pioneering Leaders in the AI Age, Shaping a New Technological Era

Pioneering Leaders in the AI Age, Shaping a New Technological Era

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