Author: Qaalfa Dibeehi

Qaalfa Dibeehi is a Customer-Led Transformation Strategist, published author, and keynote speaker. Board Member of the Customer Institute. Founder of Human2outcome. Former VP at Forrester Research. Speaking and consulting across Europe, North America, the Middle East, Africa, and Asia. More at qaalfa.com

Purpose, Values and Employee Engagement

How does a business ensure that its people  are happy and willing to make that sacrifice for the greater good of the business?  It helps and perhaps is even necessary that they all share a common purpose. John Kotter and James Heskett, “Corporate Culture and Performance“, found that companies operating with a shared sense of purpose increased job growth by 700%, revenues by 400% and stock prices by 1200%. Bartlett and Ghostal outlined the basic philosophical shift that guides the [...]
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Winning by Losing: Loss Aversion and the Endowment Effect

People hate losing much more than they like to win and like to keep to what they already have. Learn how to use these. Imagine that you are a sales agent selling home insulation. You can talk to people about the benefits of insulation and that they can save 50 cents a day by insulating their home or you can frame your message in terms of losses and tell them they are losing 50 cents a day every day that [...]
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Human2outcome: “Educational Services Company of the Year” by Entrepreneur Magazine Middle East

Human2outcome (H2O) has been recognised as the "Educational Services Company of the Year" by Entrepreneur Magazine Middle East!  See it here. Why This Matters: This award is a testament to our unique approach in transforming mindsets, behaviors and journeys, essential for successful corporate transformation. Our philosophy at H2O is straightforward yet impactful: ·       Enlighten, Engage, Educate, Excite: We focus on enlightening leaders and employees, engaging them to actively push the transformation journey. ·       From Compliance to Belief: We help organizations move beyond [...]
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Human2outcome has 3 Independent Advisors of NPSx by Bain & Co.

Human2outcome now has 3 authorized Independent Advisors of NPSx℠, by Bain & Company: Jihane Tehini, Kuldeep Chouhan and Qaalfa Dibeehi.  They are also now official Bain Certified CX and NPS Practitioners (CCX). NPSx℠ has world-class tools, technologies, and training bringing together the best of Bain's customer-first thinking, packaged in a simple and accessible way. These tools help you and your CX team manage change, prove the value of you CX efforts and keep your employees engaged and well-trained. NPSx℠ by [...]
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The Sustainability Revolution Will Not Be Televised

Are we experiencing sustainability as a revolution?  In his book “Revolutions: a very short introduction”, Jack Goldstone points out that revolutions arise from a combination of structural and transient factors. Structural causes represent enduring, overarching trends that gradually weaken established social institutions and relationships over the long term. In contrast, transient causes involve specific events or actions by individuals or groups, which serve as catalysts, exposing the effects of these long-term trends and often sparking revolutionary opposition to mobilize for [...]
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Deepfakes and Synthetic Media: the need to understand how we interpret our new reality

In the famous intro to the 1960s TV show, Twilight Zone, Rod Serling says “You are about to enter another dimension. A dimension not only of sight and sound but of mind. A journey into a wondrous land of imagination. Next stop—The Twilight Zone."   We have entered the twilight zone via the possibilities of AI.  Deepfakes make it next to impossible for our sometimes naïve sense of reality to comprehend.  Will we all become more cynical or disbelieving or will [...]
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Sustainable experience design: linking values & fashion

Sustainability encompasses both institutional responsibilities and personal choices, intertwining to shape a more eco-conscious society. The importance of individual actions in driving broader societal change cannot be overstated. This principle is evident in various aspects of our lives, including the fashion industry, which serves as a powerful lens through which to examine the interplay between personal agency and collective sustainability efforts. Fashion and Personal Agency: A Reflection of Values The clothes we choose to wear are more than mere garments; [...]
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Unveiling the Power of Behavior Science: Why You Should Dive into its Principles

As a freshman at university, one of my favorite classes was microeconomics. To this date, I remember learning about the price elasticity of demand. The basic premise is that if you decrease the price you increase the demand and vice versa. It makes perfect logical sense and it works … sometimes. Then, some 15 years ago, I delved into the fascinating world of Behavior Economics and Behavioral Science principles. Once, I was explaining some of those principles at the company [...]
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Firing Customers? Yes!

The concept of firing a customer for the right reasons is not new.  Fred Reichheld, Bain fellow and  creator of the Net Promoter System, suggested that firing customers would be the big CX idea of 2015.   Companies have little trouble firing customers who engage in criminal activity against the company.  However, the waters become murky when the offending behaviour is the mistreatment of employees.  The concept is no longer foreign but not yet a common part of strategic thinking at [...]
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Moving to Net Zero: Lessons from digital transformation

Digital Transformation has taught me an important lesson for approaching the new challenge at the intersection of digital and net-zero. A critical aspect of navigating any transformation involves making strategic decisions about your organization's direction. What's your move? Do you stick with your core business, branch out into new territories, or go big and transform your entire business ecosystem? This isn't just about making a choice; it's about understanding your risk and shaping your future. The path you choose is [...]
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