ROUNDTABLE FORMAT

Each month, the XMGlobal Collaborative Roundtable features a 15-minute presentation by a subject-matter expert on an issue or problem plaguing the experience management (XM) profession, along with the associated costs. This is followed by a 15-minute application exercise in breakouts and a discussion of the results. The Roundtable is followed two weeks later by a Webinar featuring strategies and solutions to address the problem. 

SESSION DESCRIPTION

The Causes and Costs of Resistance to Customer-Centricity in Tech-Led Organizations

Because customer experience isn’t a “nice to have”—it directly shapes retention, product adoption, brand trust, and long-term growth. Practitioners must understand how internal resistance blocks value creation. This session uncovers the real drivers behind that resistance and the costs of ignoring them.

Key takeaways of this session include:

• Tech cultures often resist customer-centricity because speed, features, and data come first.
• Ignoring customer-centricity leads to higher churn, costly rework, slower adoption cycles, excess support volume, and revenue leakage.
• Satisfaction drops, operational costs rise, and products become misaligned with actual demand.

SESSION FACILITATOR

Danah Ghoshesh is a customer-experience-focused management consultant with over nine years of experience across the Middle East, blending market research expertise with strategic business acumen to help organizations grow. Her work sits at the intersection of CX, technology, and transformation, reimagining how organizations listen to, design for, and serve customers. She specializes in CX and EX strategy and measurement, AI enablement and automation in customer care, Voice of Customer programs, mystery shopping and CX research, user experience research, digital accessibility for government services, and business process reengineering. Danah has led digital experience programs in Saudi Arabia and enabled AI-powered insight platforms.

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