Author: Qaalfa

ROI of Government CX in Saudi Arabia

Qaalfa Dibeehi was the featured speaker at CX Day hosted by the Human Resource and Services Administration (HRSA) of the Kingdom of Saudi Arabia (KSA), in collaboration with Kaizen Consulting. The session brought together HRSA's ministerial and executive leadership to explore how beneficiary/ citizen experience can drive measurable impact across public service delivery. His keynote focused on “Finding ROI in CX for Government Services”, a theme that is front and center in KSA's mega projects. Together with Kaizen Consulting (KSA), [...]
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Progressing Pan-African Leadership and Diaspora Engagement

In a moment rich with symbolism and strategic clarity, Royal Shariyf of Human2outcme joined Ambassadors from Mali, Burkina Faso, and Niger—alongside the U.S. Ambassador to Mali—for a pivotal dialogue hosted by the Constituency for Africa (CFA) in Washington, D.C. The gathering, held at the Nixon Peabody Law Offices in Washington D.C. marked a significant milestone in the emergence of the Confederation of Sahel States (CES), a bold regional alliance committed to self-determination, security, and economic integration. The tone was unapologetically [...]
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Storytelling as a CX superpower at CX Evolve UAE

Had a nice fireside chat on "Storytelling as a CX superpower" with Priyadarshinee Awatramani, Head of CX at Standard Chartered Bank at the recent CX Evolve UAE 2025 sponsored by Khaleej Times. Here are the key take-aways: Storytelling is a Leadership Tool: Storytelling isn’t just a communication technique, it’s a leadership behavior. Priya said: “Storytelling is not fluff, it’s how we shape meaning inside organizations.” Leaders who share stories create emotional connection, clarity of purpose, and cultural alignment across teams and [...]
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Qaalfa Dibeehi Keynotes ITWeb CX Summit 2025 in Johannesburg

Still reflecting on the energy, insight, and collaboration at the ITWeb CX Summit 2025 in Johannesburg a couple of weeks ago. Qaalfa Dibeehi delivered the opening keynote and led a Day 2 workshop on AI, empathy, and persona-based CX design—especially for SMEs and resource-constrained environments. Some conferences focus more on vendors. This one focused on people who had something to say representing large corporates and consultants openly sharing an interesting perspective to learn from. The conversations were bold, human, and [...]
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The programming language of the future is human

“The programming language of the future is human.” says NVIDIA CEO Jensen Huang (World Government Summit 2024) This isn’t just a soundbite—it’s a seismic shift. The tech divide is no longer about who can code, but who can communicate, contextualize, and connect. AI has democratized access to computational power, but it’s domain expertise, emotional intelligence, and diverse perspective that now drive real progress. We’re entering an era where the ability to translate complexity into clarity, and data into decisions, is [...]
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Qaalfa Dibeehi’s Team wins the 2025 CX World Games

Qaalfa Dibeehi had the privilege of joining a great team of CX professionals in the 2025 CX World Games (CXWG), a friendly competition where customer experience thinking is used to solve real problems faced by charities. Founded by Christopher Brooks in 2020, the CXWG transforms expertise into impact in a socially impactful way. This year, CXWG focused on three powerful causes 1) Business Beats Cancer Edinburgh, 2) Sol En Los Andes in Colombia, and 3) the Agandi Foundation in Uganda. [...]
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CXPA Middle East Webinar Series: Unlocking the Power of High-Value Customers

High-value customers are the backbone of business success, but how do you identify them and ensure their needs drive your CX priorities? It was an insightful CXPA Middle East webinar exploring: ✅ How to define and identify high-value customers ✅ Key principles for selecting the right CX metrics ✅ Strategies for building a compelling business case for CX initiatives 📊 There’s no one-size-fits-all approach to CX metrics, but aligning them with business goals and crafting a strong narrative can make [...]
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ACE Program for Leaders by PWC facilitated by Jihane Tehini

Towards a Customer-Centric Culture – ACE Program for Leaders” by PwC! Hala Almuways, CX and Strategy Delivery - insight Lead at BSF (KSA) says "A heartfelt thank you to Jihane Tehini for her exceptional facilitation. And to the incredible peers I had the pleasure of learning with: thank you for the open dialogue, shared experiences, and inspiring leadership. You made the journey even more valuable...  This experience was more than a workshop — it was a deep dive into what [...]
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‘Behavioral Economics for CX Practitioners’ program certified and authorized to award CCCX Certifications

Our 'Behavioral Economics for CX Practitioners' training program has been certified by the Customer Institute's review board and is now authorized to award CCCX Certifications. The dedication of Human2outcome to excellence shines through in this comprehensive training program as it seamlessly combines theory, practical exercises, and real-world best practices.
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The Employee Engagement Paradox: a XM Global Roundtable

Customer experience transformation hinges not just on new processes, but on a fundamental reset of organizational mindset. Yet in times of turbulence—be it mergers, political unrest, or economic shifts—employee engagement is often the first casualty. Training and onboarding should be energizers for belief and belonging, but when disengagement sets in, they risk becoming empty rituals. This session tackles the chicken-and-egg dilemma: how do you ignite an engaged CX mindset when disengagement already clouds the system? And can training truly transform [...]
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