In this episode of the CX pod, Merete and Joanna welcome guest Mai Momani, a customer experience advocate with extensive experience in the financial services sector.

The conversation explores the evolving landscape of customer experience, the integration of AI, and the cultural differences in customer service expectations. Mai emphasizes the importance of empathy, leadership, and operationalizing customer feedback to enhance service delivery. The discussion also highlights the UAE's proactive approach to customer experience and the significance of aligning customer experience with organizational goals. In this conversation, Mai Momani shares her insights on the importance of viewing customer service from the customer's perspective, emphasizing the need for back office staff to understand their impact on customer experiences. The discussion highlights the significance of storytelling in customer experience, the role of effective communication, and the challenges of maintaining high service standards.

Looking ahead, the conversation explores the concept of hyper-empathy in customer service, the necessity of measuring the impact of services beyond mere satisfaction, and the power of personal connections in customer care.

You can follow Mai here: https://www.linkedin.com/in/mai-momani-2424501b/