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…
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The Wave
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…
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The Importance of Influence for CX Leaders
CX Leaders often have a leadership challenge. They are asked to make widespread impact on an organisation noticeable by its customers in a way that drives increased…
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AI can help innovation in financial services
There’s an elephant in the bank’s vault, and it’s not asking for a loan! It’s our rather ‘quaint’ approach to innovation – or lack thereof. In the Financial Services…
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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…
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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…
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Leader as coach
”Leadership is about being lonely”. This is what a CEO once told me. Unlike less individualistic cultures like Asia, this Wagnerian ideology of the leader alone at the…
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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…
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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…
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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…
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Treasure customer time
This principle is at the core of any sustainable experience. This applies to all industries from transportation to financial services to retail or government for that…
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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…
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