Mohamed Latib

Which is more integral to success: Digitization or customer experience?

In an era when disruptors like Uber, Netflix, and Amazon are reimagining markets and eroding the boundaries between markets, incumbents know they need to change. The problem most are confronting is how to begin, where, and how much? One answer to this question is digitization....

Customer Experience Design and Human Senses

With the increasing focus on customer experience as a competitive differentiator, many companies ae adopting or considering important facets of the Voice of the Customer (VOC) or Customer Experience Management (CEM) discipline in their design aspirations. Building journey maps, developing personas, crafting measurement and...

The Paradoxes of Customer Experience (CX)

The chorus of voices about customer experience (CX) is loud and clear. The assumption, validated in many instances, is that if a company stages positive experiences the business will thrive. This is, many claim, the new normal. Well, is it? If you are already...

Building a Lifetime Customer Value Economy

How often have you heard that satisfied or engaged employees have a positive impact on customer experiences? There is vast support for this relationship. And this relationship is promoted and cultivated through such strategies as building an engaged employee workforce, designing and...

New Posts