Aymen Ismail

Stuttgart, Germany

Aymen Ismail is a recognized leader & provocative disrupter in customer engagement and experience, with over 23 years of expertise in reimagining the way businesses connect with their customers. A three-time Customer Engagement Champion, the 2024 EMEA Customer Experience Champion, and the Global CX Champion 2024, Aymen brings a fresh, human-centric perspective to an industry often boxed into tradition.

As the Head of Customer Engagement Solutions at smart Europe GmbH, Aymen drives innovative, customer-first strategies that reshape the way brands deliver value in a hyper-connected world. Known for blending cultural diversity and global best practices, Aymen draws on his Dutch-Egyptian heritage and international experiences to create strategies that resonate with diverse audiences. His approach combines luxury service standards from the Middle East, customer-centric principles from Asia, operational pragmatism from Europe, and a profitability focus from North America.

A disruptor at heart, Aymen’s business mantra is “Disrupt or Die.” His thought leadership challenges conventional thinking in the customer experience (CX) space, pushing organizations to evolve beyond static roles and adopt dynamic, transformative practices. His vision for the future of CX integrates technology, human empathy, and sustainability, ensuring businesses remain relevant and impactful in a rapidly changing world.

In addition to his role at smart Europe, Aymen is a Director at the Customer Institute and serves on the advisory board for Contact Center Week Europe, shaping the future of CX globally. He is also an AI futurist, passionately exploring the impact of generative AI on workforce dynamics and business demands, particularly within the CX BPO industry.

Author of Echoes of Disruption: Reimagining Customer Engagement for the Future, Aymen introduces his groundbreaking OmniSphere Customer Engagement strategy, a revolutionary framework designed to elevate CX in the digital age. The book, infused with his trademark storytelling and straight-talking style, is a must-read for CX leaders, marketers, and business strategists alike.

Residing in Stuttgart, Aymen balances his professional drive with a rich personal life alongside his partner Alex, who has been a pillar of support in his journey. Proud of his mixed-race heritage, Aymen is a staunch advocate for diversity and inclusion, believing that these values are the cornerstones of meaningful innovation.

Aymen’s legacy is one of empowerment and transformation, guiding businesses and individuals toward a future where technology serves humanity, not the other way around.

Available For: Advising, Consulting, Influencing, Speaking
Travels From: Stuttgart, Germany
Speaking Topics: CX Disruption, Human-Centric Experience, AI @CX