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.
Golden Rule 9 of CX Success: Bridging Silos for Collaboration
In my Golden Rules of CX series, I started with the bold assertion that achieving extraordinary results requires courage. Customer Experience (CX) practitioners often...
The Nine Golden Rules of CX Success: Rules 7-8
To achieve extraordinary things, you must be bold. Unlocking success demands a dedication to what I term "The Golden Rules of CX." The Golden...
The Nine Golden Rules of CX Success: Rules 4-6
To achieve extraordinary things, you must be bold. Unlocking success demands a dedication to what I term "The Golden Rules of CX." The...
The Nine Golden Rules of CX Success: Rules 1-3
To achieve extraordinary things, you must be bold. Unlocking success demands a dedication to what I term "The Golden Rules of CX." Golden rules represent...
Rebellion at Dollar General! So What?
Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging...
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...