‍SESSION FACILITATOR

Qaalfa Dibeehi is a global CX and leadership transformation expert with over 25 years of experience driving change in complex organizations. A former VP at Forrester and Dean of Majid Al Futtaim’s Leadership Institute, he has led large-scale initiatives across customer experience, leadership development, and organizational culture. He is the author of two books on CX and a board member of the Customer Institute. As Partner at Human2outcome, he advises global clients and serves as a Director of the Customer Institute.  A frequent keynote speaker, he is known for blending evidence-based insight with practical transformation strategies.

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SESSION DESCRIPTION

This session builds on the insights from the roundtable, diving deeper into the paradox of employee engagement and CX mindset. Participants will explore practical frameworks for shifting disengaged mindsets, transforming training into belief-building moments, and reimagining onboarding as a lever for cultural change. Through expert-led sessions, collaborative breakouts, and real-time application, attendees will leave with actionable strategies to break the engagement-mindset loop and drive authentic CX transformation.

Key takeaways include frameworks to: 

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- Understand the cyclical relationship between disengagement and mindset resistance.
- Apply emotionally intelligent training principles to CX learning design.
- Reframe onboarding as a strategic tool for cultural transformation.

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