Vice President – Head of CX and Digital Design & Transformation, Etisalat Group

Prince Thomas is a leading voice in Customer Experience and Digital Transformation, with a career dedicated to reshaping how organizations across EMEA and Asia deliver value to their customers. As Vice President – Head of CX and Digital Design & Transformation at e& (Etisalat Group), Prince drives large-scale transformation across one of the region’s most dynamic telecom brands, championing design thinking, data-driven innovation, and end-to-end customer journey redesign.

With nearly 20 years of experience spanning the UAE, Singapore, and Oman, Prince brings a unique cross-market perspective to the CX conversation. His work consistently delivers measurable outcomes—boosting NPS, accelerating digital adoption, and embedding a culture of continuous innovation.

A Harvard Business School alum and frequent keynote speaker, Prince is passionate about humanizing digital experiences and building future-ready organizations. At CX Summit EMEA, he brings deep insights into what it takes to lead transformation in complex, customer-centric environments across the region.