Mohamad El-Hinnawi

Building CX Endurance in Times of COVID

COVID-19 is currently presenting the highest level of uncertainty among the global population. Losses in lives, jobs, businesses are increasing and the news contradict about how the situation will develop. In a recent post on LinkedIn, Simon Sinek shared his perspective on the difference between...

Building Human Relationships and Driving Customer Value

First and foremost, the value of customers is that they are humans. This very basic fact should by itself be intriguing for businesses to transform their organization, culture, and business model to offer more of a human to human relationship. Now, I do understand...

You’ve Built the Center of Digital Excellence! Now What?

In my recent article “Building Blocks for a Successful Digital Transformation”, I have listed the following three priorities that digital leaders should cover in order to drive successful digital transformation: Developing a clear customer centric digital strategy, developing a customer data collection strategy, and...

Building Blocks for Successful Digital Transformation

Digital Transformation, Customer Experience, and Innovation! Three emerging and intersecting disciplines that benefit and suffer at the same time from having scattered corporate initiatives rebranded and packaged under their names, irrespective if those initiatives serve the objectives of those transformation programs. Are organizations doing such…

How Charismatic is your Customer Experience?

It is the age of customer, and being able to offer a charismatic experience would definitely be a competitive edge. But how can you deliver a charismatic experience? First off, let’s start by defining charisma. Owen Fitzpatrick, Neuro-Linguistic Programming (NLP) Expert and author of...

DMAIC for Customer Experience Transformation

Customer Experience transformation is a journey that requires continuous improvement and follow up as customer needs and expectations are continuously growing. The management of this transformation is not an easy task or list of tasks that need to be completed. This transformation requires advanced...

Innovate, Redefine the Customer Experience

To be able to keep with the growing needs of customers, benefit from the opportunities and overcome challenges, you need to move to the next level by being more creative and innovative while making sure the basics are well maintained. You need to be...

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