Qaalfa Dibeehi
Qaalfa Dibeehi
Qaalfa Dibeehi is the author of "Achieving Customer Experience Excellence" and "Customer Experience Future Trends and Insights". He has 20+ years experience in the customer experience related space with particular emphasis on organisations that have a dual commercial and social/community responsibility. He is Non-Executive Director at Emerge. Previously, he was Chief Operating and Consulting Officer at Beyond Philosophy and Director at Fulcrum Analytics. He has an MBA from NYU and three other Masters Degrees from City U. of New York in Statistics, Psychology and Health Care Administration.
The future in User Experience is 3D Motion Control: Leap Motion
The customer experience area known as User Experience is about to get a technological booster injection, the likes of which we have not seen...
New trend – Participatory Budgeting: engaging customers in your pocketbook
Two recent articles point to a new development now being pioneered in the USA… in local government no less. Customer experience is being applied...
Patient vs Customer Experience: Fundamentally different or similar?
I recently presented at the Beryl Institute conference on patient experience. While there, I had the pleasure of listening to a few of my...
How to improve the patient experience – Sustainably
At the recent Beryl Institute conference on Patient Experience, Rhonda Dishongh, Director of Patient Experience Design at Memorial Hermann Hospital System and I presented...
Customer experience can be used to increase customer’s willingness to accept risk
In customer experience management (CEM), one fundamental truth is that the customer experience is made up of two halves: rational and emotional. In financial...
Japan’s take on Customer Experience: it’s the little things that matter
A recent article in the Wall Street Journal pointed out that Japan even in through 20 years of recession continues to produce perhaps the...
Don’t Overlook the Non-clinical in the Patient Experience!
Patient experience is undergoing a renaissance, especially in hospitals. In the US, this is being driven in large part by the implications of the...
Complaints Handling and the Increasing Sophistication of Customers
Is there was a general trend toward customer sophistication in making complaints and in understanding the real root causes of the problem? I recently...
Customer Loyalty and Social Media at 30,000 ft: KLM’s Meet and Seat
We have all wondered "Who is that sitting over there" when we are on flights. Well, it has just been reported by David Meerman...
The Problem with Too Much Customer Feedback
In the world of household cleaning supplies, "anti bacterial" formulations have become ubiquitous. Anti-bacterial sell themselves to a germ conscious society. Unfortunately, one negative...
Patient Experience: What does it mean?
Many hospitals in the USA are concerned with patient experience especially with HCAHPS reimbursement rules come into effect. However, there is confusion about what...
Emotional Experience of Books: it’s not just the words that matter
Books provide an experience on at least two levels – the content in its pages and the pages themselves. Ask a book lover what...
A New Kind of Customer Experience for Museums: Welcome to the Visitor Experience
Over the past several years art museums have begun to place much more emphasis on a concept they call the "visitor experience." According to...
Emotional Engagement and the Auditory Experience
To some, I'm known by my smart "street" guerilla fashion sense. However, I must point out, that even if my favorite stores of all...
Franz Liszt and the Customer Experience of Classical Music
Customer experience as a business concept may be relatively new, but customer experience has been around for as long as there have been economic...
Designing Technology to Improve the Customer Experience
Technology and efficiency go hand-in-hand. But what happens when technology breeds inefficiency? Take the example of muzak while you wait to speak to a...
Spotting Erroneous Customer Research
Martin Lindstrom, author of the bestseller Buyology, recently wrote an Op-Ed piece in the New York Times entitled, "You Love your iPhone. Literally." Despite...
When Social Media Sentient Analysis and Infographics Mix: Advancing Emotional Engagement
Two trends are currently transforming our understanding of customer experience: sentient analysis and infographics. Infographic presentation of sentient analysis makes emotional experience more accessible....
Want to Know the Value of Emotions in Customer Experience? Ask Netflix
Netflix is in hot water. Why? Customer sentiment was ignored as a component of the bottom line. Netflix was, and always has been an...
Monetizing Aspects of the Customer Experience
As a businessperson, you understand your company from the inside out. The customer has a diametrically opposed view. Customers learn about your company from...