Dr. Farah Arkadan is an Assistant Professor of Marketing at the American University in Dubai. She holds a Ph.D. from Cranfield School of Management in the UK. Her research interests lie at the nexus of customer experience, organizational studies and marketing management. A key focus of her work is investigating organizational meanings and practices of customer experience management. Dr. Arkadan’s research has involved doing in-depth case studies with organizations in the retail and service sector, and in business-to- consumer and business-to-business contexts. She has conducted analysis on what makes for a winning customer experience based on her case studies and more than one hundred organizations associated with the UK Customer Experience Awards. Her research has been published in reports for the Cranfield Customer Management Forum and presented at international conferences in the USA and Europe.
Dr. Arkadan has previously worked in the Global Service and Productivity team at Burberry headquarters in London. There she was involved in various strategic customer initiatives that aimed to deliver a leading physical and digital seamless luxury customer experience. Dr. Arkadan completed a Bachelor of Business Administration at the Rafik Hariri University in Lebanon and a master in Luxury Marketing Management at the Istituto Europeo di Design in Italy. She has lived in different parts of the USA, Europe, and the Middle East for work or study.