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

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 service. However, reaping the benefits of AI for CX is not just about the business and their customers. Agents also stand to benefit from AI [...]
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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. A Smart would not fit. Hence, I ended up with a Volvo to confuse the voyeuristic Dubai crowd not used to such a piece of [...]
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Human Doing vs Human Being: Finding Meaning and Balance in Life

Have you ever experienced a moment that shook you to your core and made you question the meaning of life? I certainly have. In 2008, while driving my children home, I suddenly felt heart palpitations, chest pains, and struggled to breathe. For a few terrifying moments, I believed my life was coming to an end. The fear intensified because I didn't want my children to witness such a traumatic event. As it turned out, it was a bout of hyperventilation [...]
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Innovation, bad ideas and behavioral economics

Life is too short for bad ideas.  But why do we hang onto them? If you work in the innovation space you have two main problems. First, how do you generate new ideas with the requisite variety that will allow innovation to surface? Or to put it differently, how do you diverge from your usual way of thinking that repackages the same ideas all over again across different domains? Second, how do you decide an idea doesn’t deserve any further [...]
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Empathy Unmasked: Exploring Empathy’s Three Dimensions

Empathy plays a crucial role in establishing deep and meaningful connections with others. This is true for both your personal and business life. It is therefore no wonder that in leadership programs, the development of this skill is being emphasized and even seen as fundamental for effective leadership. Around empathy a common mistake is often being made: some people think empathy has only to do with emotions, and has nothing to do with logic. That is not true! To understand [...]
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Seven Mindsets to Awaken Your Innate State of Aliveness (free guidebook)

Too often we try and achieve happiness thinking that it is the key to everything in life. But this isn’t what we should be striving towards. Happiness can be transient and quickly upturned when something we perceive as negative occurs in our lives. There are things we think we want in life, but when we actually get them, we’re not always satisfied. What I’m inviting you to search for and reach instead is a state of ALIVENESS. The opposite of [...]
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Webinar with Frans Leenaars, CMO, TUI on the Science and Heart of Customer Connections

Zhecho Dobrev of Human2outcome will be talking with Frans Leenaars, CMO,  TUI (the about the Science and Heart of Customer Connections. Tui has long worked on improving their CX to achieve a  high level of emotional engagement with their customers. So this should prove an interesting exchange of ideas between the C-level practitioner and the deep dive expert.  It seems certain there will be some good learning in this one. This webinar is part of the Stampix series hosted by [...]
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CX in Africa (CEM Africa)

Qaalfa Dibeehi talks about AI, influence, and empathy in CX at CEM Africa 2023 in Cape Town. (short video)   Qaalfa Dibeehi is a Customer-Led Transformation Strategist, author, and keynote speaker. Founder of Human2outcome and former VP and Principal Analyst at Forrester Research. Former Dean of the Majid Al Futtaim Leadership Institute and Board Director at the Customer Institute. He has worked with organisations across Europe, North America, the Middle East, Africa, and Asia on customer experience, behavioural science, and [...]
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DACH Customer Excellence Awards & Summit 2023

Our global tentacles in CX... we are judging the German CX standard at the DACH Customer Excellence Awards & Summit  which will take place on October 13, 2023 in Wiesbaden. Companies present their initiatives in a congress-like setting in Wiesbaden the the DACH region's leading CX professionals network. Feiern Sie mit uns Ihre Kundenerlebnisinitiativen. Der einzige Event von CX-Experten, mit CX-Experten für CX-Experten & CX-Anwender.  der DACH Customer Excellence Awards & Summit findet am 13. Oktober 2023 in Wiesbaden. Nehmen [...]
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CX culture through CX stories – how to celebrate CX champions (webinar)

What is a CX culture, what does it mean to be truly customer-centric? How do you usually recognize frontlines? Join Jihane Srour - Tehini (Thu, Sept 28 @6pm GST) for an insightful discussion full of practical tips on how to celebrate CX champions through powerful, memorable CX stories that boost employee experience and impact the overall CX culture. As a relentless advocate of the voice of front-liners, Jihane will share simple effective strategies that can boost employee experience and bring customer [...]
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