SESSION DESCRIPTION

Customer experience transformation hinges not just on new processes, but on a fundamental reset of organizational mindset. Yet in times of turbulence—be it mergers, political unrest, or economic shifts—employee engagement is often the first casualty. Training and onboarding should be energizers for belief and belonging, but when disengagement sets in, they risk becoming empty rituals.This session tackles the chicken-and-egg dilemma: how do you ignite an engaged CX mindset when disengagement already clouds the system? And can training truly transform culture—or does it simply echo it?

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.