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Mohamed Latib

Mohamed Latib, Ph.D.
Mohamed Latib, Ph.D. CEO of CX University has been involved in CX work for over 30 years designing CX workshops, leadership development, customer feedback solutions, and cultural transformation consulting for Kohl’s Department Stores, Fossil, TransUnion, The World Bank, Project Management Institute, Citi Bank, Delaware North, Konica Minolta, Crowe Horwath, Singapore Post, Malaysia Telekom, Reliant Energy, Air Products, Pennsylvania Power & Light, Siemens, Smithfield Meats, Dominion Textiles, Unisys and others. Mohamed holds an MS in Psychology, MBA and a Ph.D. in Business Administration

Brace for COVID-19 Redefinition of CX Touchpoints

Across almost every channel, be it a digital publication, fireside chat, webinar, podcast, or social media buzz, we hear about how to prepare for...

So, what do I do now that I am working from home?

I left the technology company I co-founded five years ago to launch a new start-up. I was very fortunate to be able to work...

How to Collaborate Effectively in a Work-from-Home Office Space

With all the office buildings and school closures resulting from COVID-19, many businesses are transitioning from traditional to distributed office spaces. Workflows, and more...

5 Common Sense Principles Underpinning Customer Experience Excellence

Prioritizing Customer Experience (CX) is often not enough. The decision to deliver industry-leading CX is a great moment, but it is also a humbling...

Five AI-Driven Customer Experience Solutions: A survey of the market

A lot of customer experience pundits are talking about AI. They say it is ushering in a new age, a Customer Experience 3.0. OK. As…

One thing that all successful employee engagement strategies accomplish

It is all too easy to let best practices spill out into something like a features list on the side of a Windows 95...

Four of the Most Successful Employee Engagement Strategies Also Drive Customer Experience

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at...

You want talent, but can you manage it?

Can you think of a business that wants untalented workers? And yet, how many businesses have figured out how to reward ambitious tendencies with...

Top-Rated in Employee Engagement and Customer Satisfaction: How does Quicken Loans do it?

There is an incredible amount of data corroborating the deep relatedness between customer satisfaction and employee satisfaction. Some of this work focuses specifically on...

The Most Inspirational Employee Value Proposition on the Planet, Dissected

It is easy to find the definition of Employee Value Proposition (EVP), but it is much more difficult to create one that actually inspires...

Employee Engagement Requires an Authentic Contract with Leadership: Two standout cases in Energy and Insurance

Employees want to feel a sense of commitment to their work. And in return for that sense of real, authentic meaning, they will be...

What Can Customer Experience Take from Holacracy and other Self-Organizing Business Models?

Self-organizing models of governance, like holacracy, are comprehensive approaches to structuring and running businesses. They replace the top-down hegemonic system most enterprises still use,...

Break Silos with This Secret Customer Experience Weapon: Cascading Collaboration

People live in their own functional domains. They have their responsibilities, their metrics, and they can become defenders of their domains. Though from the...

Bad News for CEOs: You can’t compete your way to superior customer experience 😖

For a Customer Experience (CX) initiative to succeed, it needs broad support across the organization, and it needs deep, gut-level support within the C-Suite....

How To Measure CX Profit Contribution

Part of the Series: Financial Measurement is Critical for the Future of CX The CX community faces a paradoxical intersection. The practice is receiving increasing...

Customer Experience Is Either Everybody’s Business, or Nobody’s Business

Until maybe 20 years ago, people were fine with businesses that were in it for efficiency and strategy. Andrew Carnegie didn’t need to worry...

A Prerequisite for Customer Centricity and Transformative Growth

As soon as an organization wants to embrace a change initiative like customer experience, it runs smack-dab into tradition, and the problem of actually...

Are small businesses missing out on Customer Experience as a way to grow?

Do you know how much small and medium-size businesses (SMEs) contribute to total GDP growth? This segment, comprised of your friends, moms, dads, and...

Testing CX Initiatives for Financial Benefits: Measurement Models for your Business Case

Widely used Customer Experience measures provide soft associations with benefits instead of hard numbers on financial investment results. Part of the series: Financial Measurement is...

Customer Experience will be a Fad without a Better Business Case

Widely used Customer Experience measures provide soft associations with benefits instead of hard numbers on financial investment results. Part of the Series: Financial Measurement is...

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