Tomorrow’s CVM
Today: Leveraging Data and AI

Khaldoun Sweidan is a seasoned telecom executive with over 20 years of experience in Khaldoun Sweidan is a seasoned telecom executive with over 20 years of experience in marketing , and customer experience. Known for his visionary leadership, Khaldoun has a proven ability to identify market challenges and opportunities, design cost-effective solutions, and lead initiatives that strengthen customer loyalty, retention, and competitive advantage. He began his career at Umniah in 2005 as a Call Center Team Leader and steadily advanced through key leadership roles. In 2021, he was appointed Commercial Mobile Director, where he spearheaded consumer marketing strategies, sales and retention programs, new market acquisitions, and budget management. In September 2023, Khaldoun was promoted to Chief Commercial Officer, where he now oversees all commercial business units and drives integrated strategies to accelerate growth and reinforce Umniah’s market leadership. With an MBA from Middle East University and a BSc in Computer Science from Applied Science University, Khaldoun blends academic rigour with practical experience. He is widely recognised for is insights into telecom strategy and customer engagement and has shared his perspectives at prominent regional and international forums, contributing to the industry’s ongoing transformation

Hiba Osman is a strategic and globally connected commercial leader with 20+ years of experience driving revenue growth, market expansion, and high-value deal closures across telecom and technology sectors, with a foundational background in aerospace engineering. Proven success in leading large, cross-regional commercial teams, developing pricing strategies, managing CRM and proposal systems, and negotiating multi-million-dollar contracts with government, institutional, and commercial clients. She has a robust international network and a strong track record in high-pressure, transformative environments. Adept at cross-functional collaboration and building long-term partnerships in complex regulatory markets, including North and West Africa, the Middle East, and Europe. She has been part of multiple interesting projects that made an impact on organizations, 3G/4G/LTE/5G/Mobile money/CVD/CVM/VAS monetization/Integrated branding strategy/Macro-Micro segmentation, initiating a Mobile Operator, and Co-Branding activities (Coca Cola, Facebook, La-Liga). She is proficient in growing market/revenue shares and balancing cost. She was appointed in 2017 as a “Communication Committee Head” to enhance culture transformations and as a “Women Ambassador” to create a more diversified and inclusion environment. She graduated from Queen Mary University of London with a master’s in aerospace engineering

Dan is a seasoned leader in Oliver Wyman’s telecoms and technology practice, with a strong focus on the African and Middle Eastern markets. With over 15 years of international consulting experience, he has built a robust track record of advising telecommunications companies on effective commercial growth strategies for their consumer businesses, including in Customer Value Management (CVM). Beyond his expertise in consumer commercial growth, Dan also supports enterprise teams to facilitate the transition into IT services and mobile financial services teams in expanding their portfolios and repositioning to compete with the ever-changing fintech environment.

Kumar Abhishek is a highly experienced telecom leader with over 18 years of expertise in driving mobile revenue and customer value management (CVM). As Senior Vice President of Mobile Revenue, he specializes in managing the full customer lifecycle, from acquisition to retention, through innovative and data-driven strategies. His professional background includes a diverse range of leadership roles across global telecommunications companies, including ATOM Myanmar, MPT Myanmar, Ooredoo Myanmar, Airtel India, and Reliance India. He has a proven track record of maximizing customer lifetime value through effective upselling, cross-selling, and proactive churn reduction initiatives. Abhishek is a master of leveraging customer segmentation and propensity models to develop robust contact and marketing plans, ensuring all efforts are aligned with business goals and support new product launches. He is also recognized for transforming mobile app platforms and expanding international business, resulting in significant revenue growth and enhanced user retention. His strategic vision and hands-on experience in product management, pricing, and campaign execution make him a respected voice in the industry.

Ershad brings over 18 years of experience in driving commercial strategy, marketing, and digital innovation across leading telecom brands in India, the Middle East, and Europe. He currently serves as the Commercial Director for the UAE’s benchmark digital mobile operator, leading end-to-end commercial growth initiatives. With a proven track record in revenue acceleration, pricing strategy, loyalty programs, and proposition design, Ershad leverages AI, ML, BI, and advanced analytics to enhance customer acquisition, retention, and profitability.

Sunaij Shamsudeen is a seasoned leader with over 15 years of experience in Customer Value Management (CVM), Advanced Analytics, and Artificial Intelligence, driving business transformation and innovation across 16+ countries.
At Virgin Mobile UAE, he Heads the CVM and AI function, where he has designed and deployed numerous AI-driven business models, managed multiple CVM communication platforms, and built real-time infrastructures to enable intelligent decisioning and hyper-personalized engagement. His expertise lies in leveraging Agentic AI and automation to transform customer experience, boost revenue, and scale digital efficiency.
Sunaij maintains a strong global network of AI vendors, researchers, and industry professionals, enabling cross-collaboration and the adoption of cutting-edge solutions in CVM and AI ecosystems.
He is currently pursuing his Doctoral Research in Artificial Intelligence at ABS, Paris, focusing on the intersection of AI strategy and consumer behavior modeling. An alumnus of BITS Pilani, Sunaij is widely recognized as a thought leader and speaker in AI and CVM, combining strategic vision with technical depth to drive measurable impact and responsible AI adoption across enterprises.

Daniel Oehling is a Managing Director and Partner at Boston Consulting Group, based in Singapore. Over his 11 years with BCG, he has been a core member of the firm’s Deep AI team, helping leading organizations unlock the full potential of artificial intelligence to drive customer-centric growth.
Daniel has extensive experience designing and implementing AI-enabled customer value management programs across both B2C and B2B industries. His work focuses on leveraging next-generation and generative AI technologies to achieve hyper personalization at scale — creating individualized customer experiences and engagement strategies that deliver measurable business impact.
He has advised clients globally on translating advanced analytics and AI capabilities into actionable business transformations that enhance customer lifetime value and marketing ROI. Daniel holds a Master of Science degree from the London School of Economics.