Author: Qaalfa

Business Mic Podcast w/ Qaalfa Dibeehi: CX, sustainability and technology

As part of the Business Mic podcast, Daudi Mugabi spoke with Qaalfa Dibeehi, former Dean of the Majid Al Futtaim Leadership Institute and member of the Board of Directors the  Customer Institute and current Partner at Human2outcome, which was recently recognized as the "Educational Services Company of the Year" by Entrepreneur Middle East. Qaalfa emphasized the significance [...]
Read Full Article

Customer Institute: a CX organisation that gives back

The Customer Institute is a not-for-profit, global organization whose mission is to be the go-to source for B2B, B2C, and public-sector organizations to excel through customer centricity. The Customer Institute searches, develops, and promotes best practices to prove the value of customer centricity to help organizations expedite corporate growth. Its leadership includes some of the best thought leaders, [...]
Read Full Article

Innovation should start from the customer (case in point)

We owe it to Marvin Bower (former longtime Managing Director of McKinsey & Co.).  Things seemed to change in management consulting (McKinsey in particular) after his leadership.  Strategic consultancies stopped hiring seasoned executives with long-lasting careers in different industries, and started sourcing talents among the best graduates from STEM universities and MBAs. In the early [...]
Read Full Article

Forget the carrot and the stick. Think onion

In the last few years, new organizational models emerged to cope with a business environment that has become increasingly volatile, uncertain, complex, and ambiguous. Geopolitical seismic shifts, technology, regulatory, and new customer and employee behaviour and expectations are the main theme of change. Led by some of the big techs like Amazon and Netflix, this change [...]
Read Full Article

AI and CX transformation and leadership in Africa (CEM Africa Conference)

A meaty panel discussion on how AI will/ should impact CX in Africa.  This is worth a listen if you are interested in hearing an African orientation on CX and AI. The panel discussion is with: Anton De Wet, Chief Client Officer, Nedbank Qaalfa Dibeehi, Partner, Human2outcome Simon Broadbent, SVP, NICE EMEA Helen Bywater-Smith, Head [...]
Read Full Article

3 Ways AI and Humans Can Create Better Customer Experience (Webinar)

Like it or not, we are all now living in the world of AI. Generative AI and its related machine learning capabilities are here to stay. Contact centers are already applying the power of AI to transform how they deliver customer experiences via data driven CX that enables seamless, personalized, and often predictive levels of [...]
Read Full Article

Sustainability, Design Thinking and Customer Experience in Banking: Challenging

When I joined a bank in Dubai in 2018, I actually thought to get a Smart for my commute. Many colleagues frowned in disappointment, suggesting instead I bought a car that reflected my (little) status in the bank’s leadership. They were right: my peers had Porsches, Mercedes, or full-size desert friendly SUVs like Mitsubishi’s Pajero. [...]
Read Full Article