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.
Focus on “Meaning”, not “Happiness” for an improved customer experience
Recent work in psychoneuroimmunology (there is a field of study for everything) has shown that our gene expression differs according to two different types...
Analytics and emotion: Why storytelling may be the best friend of data science
Many of us would like to believe that we base our important business decisions on well grounded facts. It does not take much...
Ever Heard of the IKEA Effect? Increasing perceived value while reducing costs
There is a real psychological phenomenon called the IKEA Effect. It describes the notion that there is really is love in our own...
Increase productivity in the employee experience: hire a slapper
Increase productivity in the employee experience NPR (National Public Radio) recently ran the story of Maneesh Sethi who literally hired someone to sit with and...
Movies you feel and taste! Edible Cinema at the Aubin in London
Multimodal experience is an experience that involves more than one sense (sight and smell for example). It is getting closer and closer to becoming...
Argos: A change in strategy doesn’t always indicate customer experience issues
I was recently interviewed on LBC 97.3 talk radio in London on the news that Argos would close 75 of its stores. Argos is...
The futurist: DNA and customer experience
For those of you who have read our book "Customer Experience: Future trends and Insights" will know that I spend a bit of time...
Are Apple stores changing their strategy away from customer experience?
Electronics retailers' customer experience has not generally enjoyed a stellar perception. Customers are all too familiar with sales people who know little more that...
Customer Experience as a social education: Harrod’s gender neutral toy store
I recently wrote a piece on the "man aisle", a store layout experience that plays on man's ineptitude with shopping. Well, now I report...
Why a bank analyst found no payoff in customer experience
A recent article in the New York Times by Nathaniel Popper presents what looks like a tricky problem for customer experience experts. The article...
Lush cosmetics consistently shows what it means to have a deliberate customer experience
I am often asked who delivers the best customer experience. This is an impossible question as the real answer is determined in the collective...
CRM Lessons for Big Data
Big data is a huge topic in Customer experience (no pun intended). Big data is bandied about now, primarily driven by the mounds of...
The Destination Starbucks – a concept customer experience
Starbucks is well noted for its consistent customer experience. You can be pretty confident of the experience you are going to get at a...
The Man Aisle: a non-technological based grocery store customer experience
I love examples of basic applied customer experience without the use of technology. The last time I blogged on a grocery store concept is...
New: commercial results via applied customer neuroexperience
In our last book, Customer Experience: Future Trends and Insights, we wrote about three areas to keep your eye on: Social media (short term...
The Shopping Mall as Customer Experience Barometer
Times are a changing. Shopping malls are changing with them and in the process are serving as sort of a customer experience barometer. It...
The advantage of developing markets over emerging markets in customer experience
In the last couple of years, customer experience has really taken off in developing and emerging markets. We have won major projects in Russia,...
User Experience versus Customer Experience: same or different?
I've noticed that articles on user experience (UX) rarely mention customer experience (CX) and vice versa. The two seem to be developing in the...
The Call Out Conundrum: a Barclays courtesy call
Over the last three days, I have had an interesting customer experience with Barclays Bank. I have had similar experiences with other organisations that...
Embodied Cognition: The “White Coat” Phenomenon in Customer Experience
The New York Times recently reported an interesting observation that has been known by psychologists for quite some time. I call it the "White...