Mohamed Latib

|Mohamed Latib

About Mohamed Latib

Mohamed Latib, Ph.D. is the founder and CEO of CX University. Mohamed has been involved in CX work for over 30 years. In his previous company that he co-founded he implemented customer feedback solutions for such brands as Kohl’s Department Stores, Fossil, TransUnion, The World Bank, Project Management Institute, Citi Bank and many others. He provided executive briefings going past key metric dashboards to identify strategic insights. Mohamed has also designed and delivered numerous CX workshops and training modules for Delaware North, Konica Minolta, Crowe Horwath, Singapore Post, Malaysia Telekom, and Reliant Energy among many others. He has led numerous culture transformation initiatives and has done senior executive development work for Air Products, Pennsylvania Power & Light, Siemens, Smithfield Meats, Dominion Textiles, Unisys, and others. The author of many articles and professional papers, Dr. Latib, holds an MS in Psychology, MBA and a Ph.D. in Business Administration (Organizational Behavior, Human Resources, and Strategy) from the Fox School of Business and Management, Temple University.

Four of the Most Successful Employee Engagement Strategies Also Drive Customer Experience

By | 2018-09-17T17:04:42+00:00 September 18th, 2018|Categories: Employee Engagement|Tags: , |

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most benefit our employee engagement initiatives? Which should I apply in my business?” [...]

You want talent, but can you manage it?

By | 2018-09-08T15:15:51+00:00 September 11th, 2018|Categories: Employee Engagement|Tags: , , , |

Can you think of a business that wants untalented workers? And yet, how many businesses have figured out how to reward ambitious tendencies with real opportunity and career growth? The difference is staggering. According to a recent Gallup poll, 32% of all quitters leave due to poor career advancement and promotion opportunities. Literally one-third of retention [...]

Top-Rated in Employee Engagement and Customer Satisfaction: How does Quicken Loans do it?

By | 2018-07-26T06:29:39+00:00 July 31st, 2018|Categories: Employee Engagement|Tags: , , , , |

There is an incredible amount of data corroborating the deep relatedness between customer satisfaction and employee satisfaction. Some of this work focuses specifically on customer-facing employees proving, as reported in Journal of Applied Psychology, that this relationship is indeed reciprocal. Increasing employee satisfaction leads to happier customers, and creating happier customers increases job satisfaction in customer-facing [...]

The Most Inspirational Employee Value Proposition on the Planet, Dissected

By | 2018-07-21T06:47:48+00:00 July 24th, 2018|Categories: Employee Engagement|Tags: , , , , |

It is easy to find the definition of Employee Value Proposition (EVP), but it is much more difficult to create one that actually inspires employees. For this reason, strong EVPs are significant differentiators in every market my team has analyzed. Organizations with a strong EVP pay employees less than others and still retain employees 300% longer [...]

Employee Engagement Requires an Authentic Contract with Leadership: Two standout cases in Energy and Insurance

By | 2018-07-09T06:17:17+00:00 July 9th, 2018|Categories: Employee Engagement|Tags: , , , |

Employees want to feel a sense of commitment to their work. And in return for that sense of real, authentic meaning, they will be willing to give more of themselves, aspire to higher productivity, spiraling innovation, and off-the-charts customer satisfaction. Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These two [...]

What Can Customer Experience Take from Holacracy and other Self-Organizing Business Models?

By | 2018-04-26T10:21:27+00:00 April 26th, 2018|Categories: Employee Engagement|Tags: , , , , |

Self-organizing models of governance, like holacracy, are comprehensive approaches to structuring and running businesses. They replace the top-down hegemonic system most enterprises still use, replacing the traditional schema with a new way of distributing real authority that instills adaptiveness and employee engagement in the fabric of an organization. Leaders have always delegated, but what makes holacracy [...]

Break Silos with This Secret Customer Experience Weapon: Cascading Collaboration

By | 2018-03-21T14:41:53+00:00 March 29th, 2018|Categories: Organizational Adoption of CX|Tags: , , , , , |

People live in their own functional domains. They have their responsibilities, their metrics, and they can become defenders of their domains. Though from the best intentions, internal competition ultimately creates the reactionary boundaries that we have come to call silos, which harm an organization in ways that are becoming increasingly fatal. I won’t spend an inordinate [...]

Bad News for CEOs: You can’t compete your way to superior customer experience

By | 2018-03-25T09:22:45+00:00 March 22nd, 2018|Categories: Organizational Adoption of CX|Tags: , , , , |

For a Customer Experience (CX) initiative to succeed, it needs broad support across the organization, and it needs deep, gut-level support within the C-Suite. CX is not like a sales methodology, or a new technology. CX is not a tool; it is a creed, a creed that McKinsey asserts “...require organizations to make cultural changes and [...]

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 [...]

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