Qaalfa Dibeehi is the Dean of the Majid Al Futtaim School of Great Moments – a global conglomerate (retail, hotels, property, grocery, luxury, entertainment, cinemas, etc.) where he is responsible for inspiring employees to demonstrate a customer obsessed mindset.
Qaalfa has over 25 years’ experience in the field of Customer Experience. He was previously with Forrester where he was VP – Consulting where he was responsible for Forrester’s customer experience consulting practice. Prior to that, Qaalfa was the Chief Consulting Officer of Beyond Philosophy, a customer experience consultancy. He has authored two books on customer experience. He also specializes in innovation, learning and development, and cultural transformation. Qaalfa holds an MBA in International Business and Management from New York University, as well as additional master’s degrees in Statistics, Psychology, and Public Health Administration from the City University, New York.
Chris and Qaalfa discuss the concept of CX realism in today’s world. It’s still a new field, and we have learned lessons from the past from CRM. What do we need to do to make CX achieve its potential? It comes down to the mindset of employees to believe and care in a way they practice CX in their day jobs.
The conversations on The Business Simplicity Podcast are inspired by the Simplicity Scan, which is described in detail in the Simplicity Toolkit. Get it below for free!