Customer Experience Leadership

Martin Henley

The CX-Ed Leadership podcast is an executive education platform designed to connect, empower and motivate CX leaders from the GCC to build better businesses. CX-Ed has been founded to address the most important question for GCC businesses: “How do businesses in the GCC leverage their regional culture and their governments’ ambitions to diversify their economies and improve the quality of life for their citizens?” The answer is to deliver ever greater value and customer experiences to benefit from increased customer acquisition, loyalty and retention. There is now a huge opportunity for GCC businesses to be delivering greater value for their customers, employees, communities and societies and to receive even greater value for shareholders in return. CX-Ed Leadership fulfils that goal for it’s customers by building a community of pro-active CX leaders, providing them with the appropriate tools, frameworks and practical leadership actions that they can implement in their businesses.

Episodes

  1. 1 DAY AGO

    AI VS THE CX MASTER: The Case for Customer Centricity - Prof. Hany Mokhtar - CX Chat 008

    CX Chat 008 brings Martin Henley back together with Prof. Hany Mokhtar, the CX Master of the GCC, to flip the conversation from arguing against the objections to customer centricity, to building the business case for customer centricity, by asking artificial intelligence what it thinks the benefits are, and stress testing whether those benefits actually hold up in the real world. This episode tackles the uncomfortable question: if customer centricity is so obviously good, why do businesses still resist it? And instead of preaching to the converted, Martin and Hany enlist AI to present the arguments for customer experience — then systematically validate, challenge, and expand on them with science, strategy, experience, and commercial reality. You'll hear: Why revenue growth is the first benefit of customer centricity — because customer centric companies grow revenues two times faster than laggards, with higher repeat purchase rates, increased share of wallet, and more effective cross sell and upsell Why customer centric companies are 60% more profitable — and how organizations focusing on customer centricity grow revenue 4 to 8% faster than competitors Why customer lifetime value is the ultimate metric — because by focusing on long term relationships rather than transactions, businesses increase customer lifetime value 4 to 6 times higher than competitors, and customer value management is the core function of marketing, not just customer acquisition Why reducing customer churn is dramatically cheaper than replacing customers — and how a 5% increase in retention can increase profits by 25 to 95%, because keeping customers reduces complaints, friction, service costs, and switching behavior Why brand advocacy is more powerful than promotion — because customers don't consciously decide to promote your business, they wear your clothes, take your photos, live your experiences, and become ambassadors by existing in the world with your brand Why good experiences turn customers into a marketing channel — and how customer led growth significantly reduces cost of customer acquisition, as proven by WhatsApp, which spent zero dollars on marketing because the experience was so seamless customers marketed the product themselves Why customer centric brands can charge more and get away with it — because perceived value is greater than actual cost, experience differentiates products, and 70% of consumers say experiences are a key factor in purchasing decisions and many will pay a premium for it Why pricing is the best indicator of value — and how everybody wants to spend as much as they possibly can on everything, so businesses should give people the opportunity to spend more by delivering premium experiences, not race to the bottom on price Why improved operational efficiency and lower costs are a direct result of customer centricity — because better experiences reduce complaints, rework, call center volume, firefighting, and cost to serve by 15 to 20% The story of how Hany created the evolution of power in a call center — empowering agents with discretion, training them on customer experience principles, and giving them the authority to compensate or correct actions to make customers happy, which increased employee engagement by 20% and created pride, retention, and emotional connection Why sustainable competitive advantage is built on customer centricity — because a superior personalized experience is a key differentiator that competitors cannot easily copy, and customer centric organizations have stronger brand reputations and are better equipped to navigate crises Why increased innovation and product relevance happen when you innovate with the customer — because you get a big data picture of what they actually want, and constant feedback loops mean you develop products people want, making them easier to sell. Subscribe for weekly conversations with global pioneers and regional leaders shaping Customer Experience and better business across the GCC and beyond. Chapters 00:00:00 Introduction: Building the Business Case for Customer Centricity 00:05:30 The Cost Structure Challenge: Where Businesses Spend Their Money 00:15:45 Revenue Growth Through Customer Centricity 00:23:27 Customer Lifetime Value and Retention 00:32:14 Reduced Customer Churn Saves Millions 00:38:37 Brand Advocacy and Organic Growth 00:43:47 Lower Cost of Acquisition Through Experience 00:58:12 Pricing Power and Premium Positioning 01:04:22 Operational Efficiency and Cost Reduction 01:07:13 Employee Engagement and Productivity Gains 01:18:41 The Strategic Advantage: Better Decision Making Through Customer Focus 01:23:05 Closing Thoughts: The AI Business Case and What Comes Next

    1hr 53min

  2. 21 APR

    Master Customer Experience When Things Go Wrong - Mark Carter - CX Chat 007

    CX Chat 007 brings Martin Henley together with Mark Carter — keynote speaker, trainer, coach, and creator of the cinematic keynote experience — to explore why customer experience is fundamentally about leadership, emotional intelligence, and being a decent human being under pressure, especially when things go wrong. This conversation reveals how 10 years in travel and tourism — leading tours with 50 people for 45 days through multiple countries — taught Mark the most critical lesson in CX: things will go wrong, and your job is to remain calm, manage expectations, and deliver great experiences anyway. You'll hear: Why the first day tour talk is the most important moment in customer experience — because that's where you manage expectations, build culture, and prepare people for the reality that scaffolding exists, hotels overbook, and queues happen The three rules Mark lived by as a tour leader — and why "unless you see me stress, there's no need for you to stress" took two years to learn and back yourself on Why people don't behave badly because they're happy and confident — they behave badly because they're unhappy and unconfident, and understanding that is the foundation of emotional intelligence How delivering an illuminations tour of Paris without notes, standing up, looking down the coach, with the city reversed — trained Mark to deliver cinematic keynotes that are immersive, emotionally engaging, and value packed Why customer experience is 100% leadership — because it's about setting expectations, managing reality, staying calm, and being the best version of yourself even when things go wrong Why personalization and automation are not the same thing — and how handwritten cards, handmade dream catchers, and personal touch create wow experiences in a digital world How AI can be used to add value or extract value — and why businesses must use it ethically, responsibly, and with a charter, or risk codifying bad experiences and building digital walls between them and their customers Why the Union Internationale des Concierges d'Hôtels Les Clefs d'Or (the Golden Keys Society) might be one of the greatest value delivering organizations in the world — because for nearly 100 years, concierges have been solving problems, connecting people, and delivering service through friendship at a grassroots, human level Why Who Gives A Crap — the Australian toilet paper company that gives 50% of profits to building toilets worldwide — is an example of a business model that delivers tangible, emotional, service, and relationship value simultaneously Why emotional intelligence is five aspects — self awareness, self regulation, social awareness, social regulation, and motivation — and how those muscles get stronger or weaker depending on where you put your attention If you lead CX, operations, customer service, training, or transformation — or if you're building a business that wants to deliver great experiences even when things go wrong — this episode gives you the mindset, the tools, and the courage to lead with calmness, humanity, and personal touch in a world increasingly dominated by automation. Subscribe for weekly conversations with global pioneers and regional leaders shaping Customer Experience and better business across the GCC and beyond. Chapters 00:00:00 Introduction: From Banking to Tour Director to CX Expert 00:07:41 The Most Important Talk: Managing Expectations on Day One 00:22:33 Rule Number Three: Unless You See Me Stress, Don't Stress 00:35:56 The Cinematic Keynote Experience: Nine Signature Productions 00:33:58 Emotional Intelligence: Walking in Their Shoes 00:46:13 AI and Customer Experience: The Challenge of Our Time 00:55:57 Personalization vs Automation: The Human Touch Matters 00:58:49 Recommendation: Don't Confuse Automation for Personalization 01:02:21 Media and Learning: Break the Algorithmic Rut 01:13:25 Greatest Value: The Golden Keys Society and Who Gives a Crap

    1hr 23min

  3. 14 APR

    The Business Case Against Customer Centricity - Prof. Hany Mokhtar - CX Chat 006

    CX Chat 006 brings Martin Henley back together with Prof. Hany Mokhtar, the CX Master of the GCC, to tackle the arguments against customer centricity head on — because if you can't answer the objections, you'll never win the boardroom, the budget, or the transformation. This episode flips the script. Instead of preaching to the converted, it confronts the real resistance that CX leaders face every day: the CFO who says it's too expensive, the CEO who says customers don't know what they want, the operations team who says it slows everything down, and the strategist who says sentiment doesn't equal competitive advantage. Martin and Hany go through 12 arguments against customer centricity — sourced from ChatGPT, Gemini, and real world pushback — and systematically dismantle them with science, strategy, psychology, and lived experience. Because the truth is, you have to meet people where they are and answer their arguments, or they'll never come with you. You'll hear: Why over focus on short term needs is actually the argument for customer centricity — because if customers are demanding compensation, your business is broken and you need to fix it now Why if it ain't broke don't fix it is a lie — because senior leaders have no idea what customers are actually experiencing, and everyone below them is hiding the truth to avoid getting fired Why the argument that not all customers are worth serving well is economically backwards — because if you can't serve them profitably, open a tier that works, or let them go respectfully instead of delivering bad experiences and pretending it's strategy Why high satisfaction does not equal competitive advantage is demonstrably false — Rolls Royce, the Ritz, Apple, Patagonia — people pay more for better experiences, and loyalty is the ultimate strategic moat Why customer centricity slows decision making is backwards — because when the North Star is the customer, everyone is empowered to make decisions without committees, meetings, or delay Why customers don't know what they want is a misunderstanding of innovation — Steve Jobs didn't ignore customers, he lived in their minds and understood their intrinsic needs before they could articulate them Why it kills differentiation is the opposite of truth — customer centricity is the differentiation, and commoditization happens when you compete on price instead of experience Why it weakens internal culture reveals the real problem — most businesses run on fear, hierarchy, and looking up instead of out, and customer centricity is the culture transformation that reverses that Why neglect of other stakeholders is a false choice — customer centric businesses deliver value to employees, shareholders, investors, communities, and the environment because they're profitable, sustainable, and built to last Why it's just nice to be nice misses the business case entirely — CX is capitalism, not communism, and being decent, respectful, and human increases likelihood to continue, spend more, recommend, and repurchase The story of the sales guy who bought milk and bread during COVID lockdown — because the culture of customer centricity empowered him to think beyond his role and the brand went viral for being human Why people are just too difficult reveals the anti humanist sentiment in business — where automation, AI, and cost cutting are prioritized over the fact that people are still the ones who buy, and people are the point If you're a CX leader preparing to fight for transformation, budget, and board buy in — or if you lead finance, operations, IT, strategy, or digital and need to understand why the arguments against customer centricity don't hold up under scrutiny — this episode gives you the ammunition, the language, and the confidence to answer every objection and win the room. Subscribe for weekly conversations with global pioneers and regional leaders shaping Customer Experience and better business across the GCC and beyond. Chapters 00:00:00 Introduction: Facing the Worst Arguments Against Customer Centricity 00:01:59 The Short-Term Trap: When Customer Focus Becomes Reactive 00:11:20 If It Ain't Broke Don't Fix It: The Complacency Argument 00:17:14 Economic Inefficiency: Not All Customers Are Worth Serving Well 00:25:09 Strategy Beats Sentiment: Does High Satisfaction Equal Success? 00:33:20 The Speed Paradox: Does Customer Centricity Slow Decision Making? 00:39:20 Innovation Killer: Do Customers Know What They Want? 00:39:19 The Milkman Story: When Culture Delivers Breakthrough Moments 00:56:17 Corporate Theater: When CX Is Just Posters on Walls 01:00:36 Employee Experience: Every Customer Experience Is an Employee Experience 01:06:08 Data Pitfalls: Beyond What They Bought to Why They Bought 01:11:03 It's Just Nice to Be Nice: The Anti-Humanist Sentiment in Business 01:15:18 The Rude Restaurant: When Not Being Nice Actually Works 01:27:57 Closing: The Scientific Case For Customer Centricity

    1hr 29min

  4. 7 APR

    Educating the Board: Leadership Buy-in for CX Transformation - Prof Hany Mokhtar - CX Chat 005

    CX Chat 005 brings Martin Henley back together with Prof. Hany Mokhtar, the CX Master of the GCC , to unpack the most critical challenge in Customer Experience transformation: how to actually institutionalize it when the board, the CFO, IT, and operations are all protecting their own territory. This episode tackles the uncomfortable reality that transformation cannot happen unless you start with a maturity assessment, a 90 day diagnostic that reveals whether your organization treats CX as stop the bleeding, a project, a program, or a strategic pivot. And it exposes why most businesses fail: because they skip this step and pretend they're ready when the culture, technology, strategy, operations, finance, and governance are all still optimized for short term revenue extraction, not long term value creation. You'll hear: Why CX maturity assessment is the starting point — not the business case, not the quick win, but a 90 day deep dive into culture, technology, strategy, operations, finance, HR, and governance to understand where you actually are The four layers of CX maturity: stop the bleeding (reactive firefighting), project (isolated initiative), program (cross functional but not embedded), and prime (strategic, institutionalized, governed) Why culture eats strategy at breakfast, lunch, and dinner — and how protectionism, ego, hierarchy, and fear of being fired are the real blockers to transformation How to educate the board on CX as a science — because unless the CEO and board members understand the business case and commit to long term thinking, the CFO will block the VOC platform, IT will say it's not doable, and operations will stay in survival mode Why IT should be the gatekeeper for CX — not the blocker — and how testing on behalf of the customer (not internal UAT) prevents catastrophic launches, reduces rework, and builds pride in delivery How operations become load averse when they're treated as a sandbag — and how to turn them into a channel by giving them the tools, training, and career path to escalate issues, close loops, and feel proud of solving customer problems Why finance can choose to be an undertaker or an investment engine — and how the CFO who blocks a VOC platform because it's a line item is the same CFO who will demand emergency budget when a product launches without CX approval and the brand gets destroyed The real story of how Hany walked away from a consulting assignment — and why saying no to revenue when the client refuses to change is the only way to protect your integrity and the discipline of CX Why businesses spend 43% of pre profit costs on customer acquisition and service — and how CX transformation is the only lever that actually reduces cost, increases lifetime value, and builds sustainable competitive advantage How the GCC region has a cultural advantage — because hospitality, community, and long term thinking are embedded in the culture, not buried under 300 years of shareholder value extraction If you're a CX leader fighting for budget, board buy in, and cross functional transformation, or if you lead strategy, digital, operations, finance, or HR and need to understand why CX is not a department but a discipline that touches every function — this episode gives you the roadmap, the language, and the courage to start the assessment that precedes real transformation. Subscribe for weekly conversations with global pioneers and regional leaders shaping Customer Experience and better business across the GCC and beyond. Chapters 00:00:00 Introduction: The Most Valuable Asset in Your Business 00:01:07 Meet Professor Hany Mokhtar: From Hospitality to CX Leadership 00:04:53 The CX Maturity Assessment: Checking Your Car Before the Journey 00:06:58 Culture Eats Strategy: The Foundation of CX Transformation 00:25:15 The Protectionism Problem: Why Employees Fear Change 00:36:05 Product Development: Revenue-Centric or Customer-Centric? 00:48:20 The Technology Trap: Digital Walls vs Customer Connection 00:57:37 Educating the Board: Getting Leadership Buy-In 01:12:58 The Finance Dilemma: Undertaker or Investment Engine? 01:00:30 Success Stories: When CX Transformation Works 01:18:43 The Greatest Companies: Learning from Customer-Centric Leaders

    1hr 26min

  5. 31 MAR

    Test Drives, Value Propositions & Customer-Centric Marketing - Barnaby Wynter - CX Chat 004

    CX Chat 004 brings Martin Henley together with Barnaby Wynter — founder of Brand Bucket, former youngest MD of the UK's first full service advertising agency, and ranked top 50 customer experience expert by Thinkers 360 — to explore why customer experience is actually just another word for relationship, and why businesses that forget this simple truth are destined to fail. This conversation challenges the assumption that marketing, brand, and customer experience are separate disciplines. Instead, it reveals how every system and process in your business is either building or destroying the relationship between your product or service and the people who give you money for it. You'll hear: Why brand is every experience that affects the relationship between a product or service and its buyer — a definition created in 1999 that has stood the test of time When businesses lost their minds and forgot that the point of being in business is to have customers (spoiler: it happened when the bean counters took control in the 1950s) Why shareholder value thinking destroys customer experience — and how the shift from manufacturing to service economies accelerated this in the 1950s, manifesting fully by the 1980s How businesses build systems and processes to make their own lives easier — not their customers' lives easier — and why this is the root cause of terrible CX (think: dial 1 for this, dial 2 for that, dial 4 to hear these options again) Why the test drive has replaced advertising as the most powerful marketing tool — and how to create immersive experiences that make people integrate your value proposition into their lives The story of how Barnaby sold £15,000 speakers by targeting Lotus and Ferrari owners — spending just £63 on Google Ads by understanding psychographic profiles, not demographics Why marketing people should control pricing — because money is the appropriation of relationship, and how you help people buy is a marketing function, not a sales one How to use AI to augment your people and build scalability — not replace them — and why getting rid of people who understand your systems is blatantly stupid Why Apple is the Venus flytrap answer to "greatest company in the world" — and what they do differently with queues, staff training, product swaps, and the unboxing experience Why the GCC has a "yes and" philosophy instead of the West's "yes but" protectionism — and how community thinking (not globalization or individualism) is the missing middle that makes customer experience possible If you lead marketing, CX, brand, operations, or strategy — or if you're building a business that wants customers to stay, spend more, and tell others — this episode reframes what relationship building actually means and how to operationalise it across every function, system, and process. Subscribe for weekly conversations with global pioneers and regional leaders shaping Customer Experience and better business across the GCC and beyond. Chapters 00:00:00 Introduction: When Businesses Forgot About Customers 00:01:00 Meet Barnaby Winter: Marketing Maverick and Brand Expert 00:05:28 The 1999 Brand Definition That Changed Everything 00:12:11 When Did Businesses Lose Their Minds? 00:16:43 Systems Built for Business Not Customers 00:27:29 The GCC Opportunity: Community Over Extraction 00:36:02 The Neo-Challenger Bank Revolution 00:44:25 The Brand Bucket: Beyond the Marketing Funnel 00:48:40 Value Proposition: The Foundation Stone 00:56:20 The Legendary 15000 Pound Speaker Story 01:05:58 From Advertising to Test Drives: The Marketing Revolution 01:09:35 Marketing Must Own Pricing and Product 01:17:17 AI Augmentation Not Replacement 01:15:41 Reading List for Customer Experience Excellence 01:21:56 The Apple Customer Experience Masterclass 01:12:07 Call Your Top 10 Customers This Week

    1hr 29min

  6. 24 MAR

    Why Customer Experience Starts with Brand & Marketing - Richard Muscat Azzopardi - CX Chat 003

    CX Chat 003 brings Martin Henley together with Richard Muscat Azzopardi — founder, CEO, and fractional CMO — to explore the radical intersection of marketing, brand, and customer experience, and why running a profitable business with kindness isn't just idealism — it's strategy. This conversation challenges the myth that CX is separate from marketing, or that brand is just a logo. Instead, it reveals how every customer touchpoint passes through the filter of brand — and why dissonance between what you promise and what you deliver is where businesses lose trust, revenue, and talent. You'll hear: Why marketing is the promise — and customer experience is whether you keep it How dissonance between marketing, sales, operations, and service creates customer frustration (and how to eliminate it) Why employee experience is the foundation of customer experience — and how Switch runs a fully remote, four day work week without sacrificing quality or profitability The obsession that drives everything: "I want your meeting with us to be the best meeting of your week" Why short term greed destroys shareholder value — and how long term customer centricity builds it What Amazon gets wrong about customer centricity (despite Jeff Bezos claiming it's their mission) Why NPS is a smokescreen — and what you should measure instead (hint: do customers stay, buy more, and actually recommend you?) How to run a profitable business with kindness — and why that permeates operations, hiring, client selection, and everything in between Why Patagonia is the gold standard for running a better business — and what that means for CX leaders in any industry If you lead CX, marketing, brand, operations, or transformation — or if you're building a business that wants to make the world better while staying profitable — this episode reframes what customer centricity actually means and how to operationalise it across every function. Subscribe for weekly conversations with global pioneers and regional leaders shaping Customer Experience and better business across the GCC and beyond. Chapters 00:00:00 Introduction: Marketing, Brand, and Customer Experience 00:07:19 The Qualifications Debate: Who Gets to Talk About CX? 00:13:56 Why Customer Experience is the Most Important Business Topic 00:15:12 The AI Backlash and the Future of Digital 00:17:28 The NPS Problem: Why Traditional Metrics Are Broken 00:21:35 Shareholder Value vs Stakeholder Value 00:26:09 If You're Truly Greedy, Invest in Customer Experience 00:31:28 The Amazon Paradox: Customer Centric or Ego Centric? 00:34:29 Brand as the Common Thread Through Every Touchpoint 00:41:32 The Four Ps Problem: Where Are the People? 00:44:37 Employee Experience: Remote Work and the Four-Day Week 00:53:09 The Philosophy: Running a Profitable Business with Kindness 00:56:55 Making the World a Better Place Through Business 01:01:46 Book Recommendations and Patagonia as the Greatest Business 01:08:32 Final Wisdom: Don't Be a Dick

    1hr 10min

  7. 17 MAR

    Empowering CX leaders Through Games and Labs.- Prof. Hany Mokhtar - CX Chat 002

    CX Chat 002 reunites Martin Henley with Prof. Hany Mokhtar — the CX Master of the GCC — to unpack two powerful, practical tools reshaping how organisations operationalise Customer Experience: the CX Lab and the CX Mind Game (board game). This episode moves beyond CX theory into how you actually embed customer thinking into operations, governance, and decision making — especially when you're surrounded by sceptics, silos, and IT teams who say "from an IT point of view, it's not doable." You'll hear: What the CX Lab is: a physical environment inside your organisation where you test experiences as the customer would live them — before launch Why testing "on behalf of the customer" is radically different from internal UAT (User Acceptance Testing) How emotion tracking helmets and eye tracking tools bring scientific rigour to CX decisions (and give CX leaders ammunition in boardroom battles) Real examples: supermarket self checkout placement, hotel room tablet UX, IVR torture tests, and why airport seating is designed to stress you into buying chocolate The CX Mind Game: a live, analog board game where cross functional teams (IT, Finance, Operations, CX) compete to collect "customer happiness gems" by making real CX decisions under pressure How the game induces CX thinking underneath the skin — without lectures, without resistance — by leveraging ego, competition, and the universal human desire to win Why the CFO who plays the game will never vote against VOC investment again How to turn CX from a "fluffy belief" into a scientific, data backed, experiential transformation that even the sceptics cannot ignore If you're a CX leader fighting for budget, authority, and cross functional buy in — or if you lead transformation, digital, operations, or strategy and need to align teams around the customer — this episode gives you two battle tested tools to shift the conversation from cost cutting to value creation. Subscribe for weekly conversations with global pioneers and regional leaders shaping Customer Experience across the GCC and beyond. Chapters 00:00:00 Welcome Back: CX Lab and Board Game Deep Dive 00:06:20 What is the CX Laboratory? 00:08:38 Real-World Lab Applications: Supermarkets and Self-Service 00:11:18 The User Experience vs Customer Experience Debate 00:14:38 Testing Before Launch: Hotels, Airlines, and Banking 00:24:45 The Emotions Helmet: Measuring Real Customer Feelings 00:28:40 The IT Challenge: Technology vs Customer Needs 00:38:10 The Business Case for CX Labs 00:50:10 Introducing the CX Mastermind Board Game 00:52:00 Game Mechanics: Playing Customer Experience 00:56:05 Why Games Work: Inducing CX Thinking 01:09:34 Real Results: From Zero to CX Hero 01:13:27 The Mission: Fixing Customer Experience in 2026 and Beyond

    1hr 13min

  8. 6 MAR

    Your Best Business Bet is Customer Experience - Prof. Hany Mokhtar - CX Chat 001

    CX Chat 001 launches the CX-Ed Leadership Podcast with Prof. Hany Mokhtar — CX executive, advisor, faculty member (American University in Cairo), and creator of the Customer Experience Mind Game. This episode tackles the uncomfortable truth: why organisations still fail to deliver consistently good Customer Experience — even though everyone knows what “good” feels like. You’ll hear: Why executives still “call ahead” to ensure their family gets treated properly — and what that reveals about CX maturity Customership: why CX isn’t “the customer’s problem” — it’s our experience The 4Es of Customer Experience: Emotion, Expectations, Effort, Execution Why CX must bridge “inside-out KPIs” to “outside-in reality” across the organisation Why Employee Experience is not a hashtag — it’s a prerequisite How a CX transformation is built with science, governance, and operating rhythm (not motivational posters) If you lead CX, sales, strategy, marketing, operations, transformation, or digital—this is a board-level reset on what CX actually is and how to operationalise it. Subscribe for weekly conversations with global pioneers and regional leaders shaping Customer Experience and Customer-Centric transformation across the GCC and beyond. Chapters 00:00:00 Introduction: The Most Important Business Conversation That Isn't Happening 00:00:57 Meet Prof. Hany Mokhtar: From Call Center to CX Leadership 00:04:08 The Philosophy of Customership: We Are All Customers 00:10:20 The Executive Paradox: When Leaders Call Ahead for Family 00:14:55 The Four E's of Customer Experience Framework 00:15:36 Why Aren't We Consistently Delivering Good CX? 00:19:05 Inside-Out vs Outside-In: The KPI Problem 00:20:16 The Value Exchange: What Business Should Really Be About 00:22:15 The Mobily Story: Building a Customer-Centric Telecom 00:26:35 The Product Manager Loop: Why CX Must Be Proactive 00:33:49 Customer Experience Mind Game: Transforming Through Play 00:54:26 The Missing Middle: Between Bad CX and Over-Delivery 01:03:32 Building CX Leaders: The University Approach 01:11:47 The CEO Should Be the Chief Experience Officer 01:12:00 Science, Art, and Passion: What CX Professionals Need 01:22:37 Employee Experience: The Foundation of Customer Experience 01:23:40 Final Message: Bet on Customer Experience and Win

    1hr 25min
  • 8 Episodes

About

The CX-Ed Leadership podcast is an executive education platform designed to connect, empower and motivate CX leaders from the GCC to build better businesses. CX-Ed has been founded to address the most important question for GCC businesses: “How do businesses in the GCC leverage their regional culture and their governments’ ambitions to diversify their economies and improve the quality of life for their citizens?” The answer is to deliver ever greater value and customer experiences to benefit from increased customer acquisition, loyalty and retention. There is now a huge opportunity for GCC businesses to be delivering greater value for their customers, employees, communities and societies and to receive even greater value for shareholders in return. CX-Ed Leadership fulfils that goal for it’s customers by building a community of pro-active CX leaders, providing them with the appropriate tools, frameworks and practical leadership actions that they can implement in their businesses.

Information

  • Creator
    Martin Henley
  • Years Active
    2k
  • Episodes
    8
  • Rating
    Clean