WEBINAR FORMAT

The XMGlobal Collaborative Webinar is the second in a two-part monthly series that identifies a current issue or problem plaguing the experience management profession and its costs if not addressed (roundtable), followed by a webinar designed to provide a set of strategies and solutions to address it. The webinar features a presentation and a lively Q & A session delivered by the same subject matter expert delivering the roundtable.

DESCRIPTION

Tech-led organizations often fall into the "Feature Trap"—prioritizing speed and internal roadmaps over the people actually using the product. The result? High-velocity output with low-impact outcomes. This session provides a practical, cross-functional blueprint to shift from feature-first to customer-obsessed.

The Strategy: We’ll explore how to bridge the gap between "what we can build" and "what they actually need" by:

• Operationalizing Insight: Integrating VOC (Voice of the Customer) directly into Engineering and Product workflows via automated alerts, tagged backlogs, and weekly friction summaries.
• Re-Humanizing the User: Moving beyond data points to real human stories through "Customer Playbacks," support shadowing, and direct feedback loops during sprint reviews.

The Outcome: By the end of this session, you'll have a roadmap to build a culture of "Empathy-Driven Development." You’ll learn how to drive higher adoption, reduce escalations, and empower your teams to build products that users don't just use—they love.

‍

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.

‍