Mohamed Latib

|Mohamed Latib

About Mohamed Latib

Dr. Mohamed Latib's expertise in management and executive development spans a 30-year long journey of shaping corporate leaders and team members from small organizations to Forbes companies across the globe. He's worked extensively with senior management, HR departments, engineers, and customer service representatives. Dr. Latib has led classrooms and college departments as a professor, dean, and vice president at renowned universities across the United States. He has served as a Board Member for numerous academic-based organizations. He is an advocate for higher education and continuous learning. More importantly, he understands the root of learning and shares this expertise with others. Mohamed Latib is now the founder and CEO of CX University.

A Simple Way to Increase Graduation Rates (without increasing the budget)

By | 2018-03-01T15:27:42+00:00 March 6th, 2018|Categories: Experience Design|Tags: , , , , |

Graduation rate is an extremely significant metric for every senior administrator in every higher education institution. US News and World Report uses this important metric in its scoring algorithm, as does every credible media source I can recall. I am personally familiar with this pain and pressure on administrators to boost this number because I lived [...]

Customer Experience Is Either Everybody’s Business, or Nobody’s Business

By | 2018-02-23T01:39:52+00:00 February 20th, 2018|Categories: Organizational Adoption of CX|Tags: , , , |

Until maybe 20 years ago, people were fine with businesses that were in it for efficiency and strategy. Andrew Carnegie didn’t need to worry about maintaining above-average customer satisfaction. He just had to deliver at the right price. He was building a fortune and a monument to industry; that’s what mattered. “What customer experience needs to [...]

A Prerequisite for Customer Centricity and Transformative Growth

By | 2018-02-13T01:15:29+00:00 February 13th, 2018|Categories: Customer Centricity|Tags: , , , , |

As soon as an organization wants to embrace a change initiative like customer experience, it runs smack-dab into tradition, and the problem of actually executing the very changes it wants to execute. This is one of the largest reasons why change initiatives fail 70% of the time (Mckinsey, Changing Change Management). So even before we talk [...]

Are small businesses missing out on Customer Experience as a way to grow?

By | 2018-02-03T16:11:31+00:00 February 6th, 2018|Categories: VOC and Customer Insights|Tags: , , , , , , |

Do you know how much small and medium-size businesses (SMEs) contribute to total GDP growth? This segment, comprised of your friends, moms, dads, and others is an enormous contributor to the general welfare of our communities. Companies with fewer than 500 employees: Employ 48% of the total workforce (US Census Bureau, 2016) Produce 44.5% of GDP [...]

Which is more integral to success: Digitization or customer experience?

By | 2018-01-29T15:24:32+00:00 January 30th, 2018|Categories: CX Strategy, Organizational Adoption of CX|Tags: , , , , |

In an era when disruptors like Uber, Netflix, and Amazon are reimagining markets and eroding the boundaries between markets, incumbents know they need to change. The problem most are confronting is how to begin, where, and how much? One answer to this question is digitization. Our competitors are able to deliver greater levels of efficiency and [...]

My Experience Ruined by Moose

By | 2017-06-02T09:29:18+00:00 May 25th, 2017|Categories: Customer Centricity, Experience Design|Tags: , , , |

I just returned from a wonderful annual conference of the Customer Experience Professionals Association at the Biltmore Waldorf Astoria, a Hilton property in Phoenix. The hotel, its service, and staff were well prepared- they know how to delight the customer, sometimes with surprises. For example, I walked into the Spa and was immediately greeted by two [...]

The Eleven Sacred Cows of Customer Experience

By | 2017-06-28T01:59:37+00:00 April 5th, 2017|Categories: Customer Centricity, CX Strategy, Organizational Adoption of CX, Webinar|Tags: , , , , , , |

Far too often I have heard practitioners say that they are challenged to get leadership support for their CX initiatives. Have you heard the same? I have also heard that practitioners must make a case to win support. But to make a case one must have data, and in the absence of data (except for third [...]

Deploying CX Across the World: Cross-cultural challenges

By | 2017-06-28T03:53:18+00:00 October 12th, 2016|Categories: CX Strategy, Experience Design, Webinar|Tags: , , , , , |

It’s an incredible time to watch our world become resurfaced by the power of technology and communication, which is driven by the decisions and preferences of the customer. As a result, all organizations are affected by these forces of globalization as customers become more widely dispersed, yet joined as one 24/7 interconnected village. The challenge organizations [...]

Price Matters in Customer Experiences

By | 2017-06-02T09:29:25+00:00 July 5th, 2016|Categories: CX Strategy, Experience Design|Tags: , , , |

There is a chorus of voices across the business landscape with a resonant message: stage positive experiences for your customers and business performance will improve. Customer experience practitioners argue that doing so will make it easier to acquire customers, reduced churn, improve revenues and profitability, and in general, create brand loyalty. This is compelling logic, often [...]

Experience Design Principles & Human Senses

By | 2017-06-02T09:29:25+00:00 March 9th, 2016|Categories: CX Strategy, Experience Design|Tags: , , , , , , , |

With the increasing focus on customer experience as a competitive differentiator, many companies should adopt design principles based on human senses to create a 'gestalt' experience, one in which all the senses are engaged. The role of the human senses in this customer experience design, while present, has not received focal attention until recent research on [...]

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