Bio
Imad has More Than 20 years of experience in CX and Service marketing. He Works in different industries, such as banking, consulting, events management, and insurance. Imad has empowered more than 7,000 MENA Region Trainees and provided his services for more than 40 companies. He ranked globally #12 As CX Star “ influencer” in CX Magazine. He also judge in different Awards in UAE, KSA, Turkey, and England. Imad stands as the first Palestinian to achieve both the (CCXP) and (CCInO) credentials, underscoring his role as a pioneering leader in the industry. Imad is the Winner of "CX Professional of the year" in Customer Centricity World Series Awards at 5th edition.
Session Summary
You Can't Outperform Your Leadership Systems
Customer-centric performance does not begin with the customer — it begins with leadership systems. In this session, Dr Linda Wilson explores how strategic planning, change management, and organizational design either strengthen or silently undermine experience management. Participants will examine how leadership behaviours, communication structures, and feedback systems shape culture, workflow, and ultimately customer outcomes. Drawing from the GROUND framework of The Wellness Agenda, this session provides a practical lens to diagnose internal friction, align values with behaviour, and build organisational foundations that drive sustainable performance and long-term enterprise value.
Key Takeaways:
* How leadership systems directly impact customer experience
* Why alignment must precede acceleration
* The role of communication and agreements in effective change
* Practical ways to strengthen organisational foundations for sustainable success
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