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Rim Dourai

Rim Dourai, Ph.D
Through consultancy, publishing and mentoring, Rim helps small and large organizations to adapt to the digital world and meet the needs of the new generation of connected customers. She has deep experience across the spectrum of Telecom, retail, healthcare and education industries. Rim managed and delivered several consulting projects in Europe, Africa and Middle East, sharing perspectives and insights which cover Research techniques, Customer experience, Service design, Marketing, Business process management and a variety of related subjects.

Customers keep getting sophisticated: it’s time to contextualize their emotional experiences

Today customer centric organizations leverage a mix of cognitive and affective data to better understand all dimensions of customers’ interactions with a service. Traditionally, improving...

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