CX Insider - Customer experience leaders sharing insights and ideas for customer service success
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The Future Of Optical Retail With Personalisation - W / Mohamed Elsalam (Magrabi) #121
In this episode of the CX Insider Podcast, we’re joined by Mohammed, an expert with over 15 years in customer-centric roles across telecom, retail, and NGOs. Now in the optical industry, Mohammed shares his insights into the unique challenges of customer experience in a space where healthcare meets luxury. Whether you’re in retail, customer service, or just passionate about CX, this episode offers valuable lessons on putting customers at the heart of every business decision. Content: 00:00 - Introduction 02:11– About Mohamed 04:53 – Brand Differentiation 07:57– Evolving Expectations 10:03– In Store Vs Online 15:32– Customer Retention 20:11 – Customer Lifecycle 22:39 – CX Basics 30:44 – Regional Preferences 35:06 – Quick-Fire Round
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