"My North Star is empathy as a strategy, not as a value... Anything that needs empathy and someone that should feel what you say shouldn't be automated." - Mai MomaniThe biggest threat to your business isn't your competition; it's a poorly designed AI chatbot frustrating your loyal customers. In the race for efficiency, are we sacrificing the very thing that builds lasting value: a great customer experience? Leaders are caught in a constant battle between automating for profitability and preserving the human connection that builds trust and loyalty.In this episode of the Science Warriors Show, Adel Hameed sits down with Mai Momani, a renowned leader in customer experience, to dissect this challenge. Mai shares her powerful, inside-out approach to building resilient, customer-centric cultures in high-stakes industries, such as banking.They discuss the role of science in business management and operational efficiency. They highlight the importance of process improvement and quality management in achieving success. Listen on Spotify and other platforms for more!In this episode, you will learn:Why "empathy as a strategy" is your most powerful North Star.The secret to getting executive buy-in for CX initiatives: storytelling, not spreadsheets.How to turn customer complaints into your most valuable source of business intelligence.The simple key to building employee purpose and transforming transactional tasks into meaningful work.How to strike the right balance between AI-powered tools and the essential human touch.This is a masterclass for any leader looking to move beyond buzzwords and build a customer experience that truly drives growth.🎧 Listen to the Science Warriors Show on Spotify & other platforms: https://www.a8innovation.com/podcast-shows/the-science-warriors-show 🔔 SUBSCRIBE for more unscripted lessons on building and scaling your business: https://www.youtube.com/channel/UC2gKrx_-cmCctiPxTrOUkKA Chapters: 00:00 - The Biggest Threat to Your Business Isn't Competition01:15 - The Agonizing Experience of a Bad Chatbot02:25 - The Tension: Efficiency vs. Customer Experience04:45 - The Core Strategy Behind Implementing AI06:25 - Can AI Deepen Trust or Will It Erode It?08:05 - The Differentiator: Human-Centric AI09:20 - Why Customer Experience is Everyone's Responsibility11:05 - Your North Star: Empathy and Trust13:45 - Introducing Mai Momani: Building CX from the Inside Out16:20 - AI & Bots vs. The Human Touch: Finding the Right Balance19:15 - The Guiding Framework: Empathy as a Strategy23:50 - How to Build Team Buy-in for KPIs24:35 - The Power of Purpose: You're Not Just Executing a Transfer28:40 - The Secret to Winning Over Executives: Storytelling32:05 - Why Culture Eats CX Strategy for Breakfast35:50 - Complaints Are Not Problems; They Are Gifts42:50 - Empowering Women in the Workplace: We Need Women to Count49:25 - Maintaining Positive Energy and Overcoming Skeptics50:05 - Signature Question: What Do You Want to Be Remembered For?Learn More & Connect:Mai Momani's LinkedIn Profile: https://www.linkedin.com/in/mai-momani-2424501b/Adel Hameed's Profile: https://www.a8innovation.com/our-team/adel-hameedHBR Article 1: Using AI to Build Stronger Connections with Customers - https://hbr.org/2023/08/using-ai-to-build-stronger-connections-with-customersHBR Article 2: Customer Experience in the Age of AI - https://hbr.org/2022/03/customer-experience-in-the-age-of-aiHBR Article 3: Customer Experience Is Everyone’s Responsibility - https://hbr.org/2023/04/customer-experience-is-everyones-responsibilityFollow Us:LinkedIn: https://www.linkedin.com/company/sciencewarriors/ X (Twitter): https://x.com/SAUSLeadership Instagram: https://www.instagram.com/sciencewarriors/ The Science Warriors Show is an A8 Strategy Original Podcast