PHILADELPHIA, PA – Updated October 11, 2021 – October 5, 2021 – CX University announces the participation of its founder and CEO, Mohamed Latib, PhD, in upcoming corporate speaking engagements with Florida Power and Light (FPL) and Febraban Institute of Education (Federation of Banks in Brazil).
On October 5, 2021, Dr. Latib joined FPL virtually to lead the topic on Creating a Culture of Experience Obsession. This day was also the global #CXDay, where Customer Experience professionals around the world recognize the profession and its advancement.
The session was warmly received and feedback is positive: “Your presentation was phenomenal and I believe inspired MANY of us. So thank you! I’m slated to train Design Thinking next year and have been very passionate about it for several years now. You have reignited my excitement!”
The week following, on October 14, 2021, Dr. Latib will facilitate a corporate training with Federation of Banks in Brazil and speak on the topic: Customer Relationships through Communication Mastery.
The delivery of outstanding customer experiences depends on how we communicate with customers to build enduring and loyal relationships. To achieve these outcomes, employees must have a mindset focused on winning the hearts and minds of customers. Transactional experiences, while they are essential, are not sufficient to build relationships.
Building relationships begins with ensuring that employees understand how their behaviors influence customers. This is especially critical because customers, regardless of their cultural milieu, have changed in the past decade where they are more demanding. If their expectations are not met or exceeded, they can quickly move to competitors. Unmet expectations are revealed in low CSAT or NPS, or CES metrics. In addition to shifting customer demands, the business environment is much more competitive because of technological advances shaping the financial industry.
This session with the Federation of Banks in Brazil will address the following:
- A new business model where employees and customers are at the core of a business.
- Explore enablement tools, such as listening, empathy, conversation mastery, agility, and transparency.
- How to say “No” without saying “No.”
- How to build an organizational culture that extinguishes legacy structures, policies, and procedures.
If your organization is interested in inviting Dr. Latib to facilitate one of your upcoming sessions, you are invited to contact CX University’s Director of Sales Experience.