Empowering CX leaders Through Games and Labs.- Prof. Hany Mokhtar - CX Chat 002 скачать в хорошем качестве

Empowering CX leaders Through Games and Labs.- Prof. Hany Mokhtar - CX Chat 002

CX Chat 002 reunites Martin Henley with Prof. Hany Mokhtar — the CX Master of the GCC — to unpack two powerful, practical tools reshaping how organisations operationalise Customer Experience: the CX Lab and the CX Mind Game (board game). This episode moves beyond CX theory into how you actually embed customer thinking into operations, governance, and decision making — especially when you're surrounded by sceptics, silos, and IT teams who say "from an IT point of view, it's not doable." You'll hear: What the CX Lab is: a physical environment inside your organisation where you test experiences as the customer would live them — before launch Why testing "on behalf of the customer" is radically different from internal UAT (User Acceptance Testing) How emotion tracking helmets and eye tracking tools bring scientific rigour to CX decisions (and give CX leaders ammunition in boardroom battles) Real examples: supermarket self checkout placement, hotel room tablet UX, IVR torture tests, and why airport seating is designed to stress you into buying chocolate The CX Mind Game: a live, analog board game where cross functional teams (IT, Finance, Operations, CX) compete to collect "customer happiness gems" by making real CX decisions under pressure How the game induces CX thinking underneath the skin — without lectures, without resistance — by leveraging ego, competition, and the universal human desire to win Why the CFO who plays the game will never vote against VOC investment again How to turn CX from a "fluffy belief" into a scientific, data backed, experiential transformation that even the sceptics cannot ignore If you're a CX leader fighting for budget, authority, and cross functional buy in — or if you lead transformation, digital, operations, or strategy and need to align teams around the customer — this episode gives you two battle tested tools to shift the conversation from cost cutting to value creation. Subscribe for weekly conversations with global pioneers and regional leaders shaping Customer Experience across the GCC and beyond. 00:00:00 Welcome Back: CX Lab and Board Game Deep Dive 00:06:20 What is the CX Laboratory? 00:08:38 Real-World Lab Applications: Supermarkets and Self-Service 00:11:18 The User Experience vs Customer Experience Debate 00:14:38 Testing Before Launch: Hotels, Airlines, and Banking 00:24:45 The Emotions Helmet: Measuring Real Customer Feelings 00:28:40 The IT Challenge: Technology vs Customer Needs 00:38:10 The Business Case for CX Labs 00:50:10 Introducing the CX Mastermind Board Game 00:52:00 Game Mechanics: Playing Customer Experience 00:56:05 Why Games Work: Inducing CX Thinking 01:09:34 Real Results: From Zero to CX Hero 01:13:27 The Mission: Fixing Customer Experience in 2026 and Beyond