Author: Qaalfa

Why Diversity of Perspective is Critical for Exceptional Customer Experience

The Power of Perspective: How Diversity Shapes Customer Experience Customer Experience (CX) is more than just a buzzword—it's a strategic approach that can make or break a brand. When done right, CX helps businesses not only meet but exceed customer expectations, fostering loyalty and trust. But there's a crucial element that many companies overlook: Diversity of perspective. In the race to build the better CX, diversity—whether in terms of background, experience, or thought—plays a central role in shaping experiences that [...]
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demtus and Human2outcome Unite to Redefine Customer Experience Through Employee Engagement

In an era where exceptional customer experience (CX) defines success, demtus, a leader in human capital consultancy, and H2O, an innovator in customer experience transformation, are joining forces to empower organizations to unlock their full potential. This transformative partnership combines demtus’s expertise in driving workforce performance with H2O’s practical applied customer experience strategies. Together, the two companies aim to revolutionize how organizations connect employee experience (EX) with customer outcomes, fostering cultures that are both people-centered and results-driven. For over a [...]
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Qaalfa Dibeehi to Chair the Contact Center Summit 2025

Qaalfa Dibeehi will serve as the Chair of the Contact Centre Summit EMEA 2025! 🎤✨ With an impressive background in customer and employee experience, business transformation, and leadership, Qaalfa brings a wealth of expertise to the summit. As the founder of Human2Outcome and a Director at the Customer Institute, he has shaped CX strategies across industries worldwide. His experience spans major global brands, and his insights have been featured in leading publications and media. As organisers of the conference, we [...]
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The Experience of Getting Answers is Changing

Breakthroughs often lie in subtle differences. This is how fundamental innovation sparks from a change in perspective. Many e-commerce companies failed because they focused on selling rather than ensuring customers could easily buy. Amazon changed the game by putting the customer at the center, designing an experience that removed friction and empowered users to make purchases effortlessly. A similar shift is playing out in search. Perplexity for instance, is moving from a traditional search engine model to an answer engine, [...]
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Queuing lessons from the Oasis Comeback Tour 2025 ticket sales CX

Two super smart (originally) working-class chaps from Manchester made hundreds of millions (Sterling!) yesterday. 💷 🏆 I was one lucky customer who secured tickets to the Oasis Comeback Tour 2025. The experience was stressful. On my social media half the world away, I saw the ticketing sites struggling to keep up with 15 years’ worth of pent-up demand, there were tens of millions trying to access tickets at the same time in a gas panic! 🤯 I heard horror stories [...]
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CX Evolve Summit 2024 sponsored by Khaleej Times

The 4th edition of the CX Evolve Summit 2024 sponsored by Khaleej Times took place August 29.  It's more important than ever for organizations to map out and create a wow experience throughout the customer journey with their brand. With rising competition and a rapidly evolving global landscape, trust between consumers and brands is more sacred than ever. According to a recent Salesforce survey, 94% of consumers believe that a positive experience is 3s necessary as the actual product or [...]
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Human2outcome partnering with CX KSA to deliver CX training in Saudi Arabia

Human2outcome has established a strategic partnership with CX KSA aimed at driving knowledge and excellence in Customer Experience in Saudi Arabia. CX KSA:  emerged after identifying a gap in the Saudi market: a need for genuine customer centricity intertwined with an understanding of the Kingdom’s rich cultural backdrop. Their expertise lies in elevating customer experiences deeply aligned with Saudi Arabia’s unique needs and cultural essence. Their core principle is “Care” for - the market, customers and the vision of Saudi [...]
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Suite Success with Paolo Barbesino

Welcome to “Suite Success: The CX Leadership Series,” where I unlock executive insights on customer experience practices and practitioners from the outside-in talking with leaders who are not CX practitioners by profession (eg, finance, marketing, operations, legal, etc).  These senior executives wield profound influence over how their organization prioritizes and implements customer-centric strategies.  They share their unique perspective, dissect the intricacies of CX from their functional point of view so that hopefully we can be better allies and influencers in [...]
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The Role of the Devil’s advocate “10th Man” in Business

On LinkedIn there  was recently a host of  characterizations about toxic personas that should never be part of any leadership team — and yet they actually are. Such bad corporate citizens nurture the groupthink of these compact social formations that lead an organization. We also know that fighting groupthink is existential for any organization. Paolo states that in his career, even with the couple of very most toxic people he has had the misfortune to work with, he always tried to act [...]
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AI Transformation Can’t Happen Without Humans

A customer called and requested to return a product. The customer explained to Sue, the agent she was speaking with, that she needed to return a product that her husband ordered. He died a couple of days before receiving the package… As you can only imagine, the woman was struggling to speak and her emotions were at the surface. What do you think was the first thing the agent said? Offer their condolences? No! Sue immediately asked the customer, “…do [...]
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