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.

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

By Mohamed Latib| 2018-04-26T10:21:27+00:00 April 26th, 2018|Categories: Employee Engagement|Tags: decentralization, employee engagement, holacracy, leadership, self-organizing|

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 Mohamed Latib| 2018-03-21T14:41:53+00:00 March 29th, 2018|Categories: Organizational Adoption of CX|Tags: cascading collaboration, collaboration, journey mapping, journeys, silos, touchpoints|

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 Mohamed Latib| 2018-03-25T09:22:45+00:00 March 22nd, 2018|Categories: Organizational Adoption of CX|Tags: Amazon, Bezos, c-suite, cascading collaboration, CEO|

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 Mohamed Latib| 2018-03-01T15:27:42+00:00 March 6th, 2018|Categories: Experience Design|Tags: college administrators, college credits, graduation, higher education, online education|

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 Mohamed Latib| 2018-02-23T01:39:52+00:00 February 20th, 2018|Categories: Organizational Adoption of CX|Tags: Customer Centricity, Customer Experience Strategy, design thinking, Organizational Adoption|

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 Mohamed Latib| 2018-02-13T01:15:29+00:00 February 13th, 2018|Categories: Customer Centricity|Tags: Customer Centricity, employee engagement, growth, Moose, United Airlines|

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 Mohamed Latib| 2018-02-03T16:11:31+00:00 February 6th, 2018|Categories: VOC and Customer Insights|Tags: customer loyalty, customer-centric, feedback, medium businesses, metrics and measurement, small businesses, SMEs|

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 Mohamed Latib| 2018-01-29T15:24:32+00:00 January 30th, 2018|Categories: CX Strategy, Organizational Adoption of CX|Tags: Customer Centricity, customer experience, digital strategy, digitization, Organizational Adoption|

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 Mohamed Latib| 2017-06-02T09:29:18+00:00 May 25th, 2017|Categories: Customer Centricity, Experience Design|Tags: Biltmore, customer experience, Moose, Sacred Cows of CX|

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 Mohamed Latib| 2017-06-28T01:59:37+00:00 April 5th, 2017|Categories: Customer Centricity, CX Strategy, Organizational Adoption of CX, Webinar|Tags: Customer Centricity, customer experience, CX, Moose, Organizational Adoption, Sacred Cows, Webinar|

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 [...]

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I think it’s really good and one of the better online learning courses I’ve seen.

Scott Burns, Senior Director, Reliant

I received the knowledge in the six core competencies needed to pass the CCXP exam.

Jeff Hursey, Cisco Systems, USA

I can immediately apply the skills I learned leading me to make real changes for my company.

Cynthia Tang, Sunway Pyramid, Malaysia

I just wanted to let you know what a pleasure it was to hear you today. Your presentation was inspiring and clear, with good examples I will certainly not forget.

Luciana Panza, Gerente Operaciones y Procesos eCommerce Frávega, Buenos Aires, Argentina

The CXU Team has done an amazing service by putting together a robust and highly challenging question database that prepared me well for the CCXP exam. The CXU CCXP mock tests really do give one a genuine flavor of the nuances and fine shades of meanings of words that one sees in the CCXP test itself. The team is also highly receptive on customer feedback and take action on it with a closed-loop feedback mechanism thus exhibiting customer centric practices themselves!

Ghulam Ali, Epic Consulting, Dubai

About Mohamed Latib

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

Break Silos with This Secret Customer Experience Weapon: Cascading Collaboration

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

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

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

A Prerequisite for Customer Centricity and Transformative Growth

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

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

My Experience Ruined by Moose

The Eleven Sacred Cows of Customer Experience

Our Company Mission

Our Mission For You

Our Mission For Your Company

2018 USA Traveling CX Workshops: Longbeach, CA

2018 USA Traveling Workshops: Philadelphia, PA

2018 Africa CX Leadership Training Program