Mohamed Latib | USA

Mohamed Latib | USA

Title: Founder & CEO

Company: CX University

You are here: Speakers / Mohamed Latib | USA

Technology Dictatorship or Cultural adaptiveness?


Advances in technology like Artificial Intelligence (AI) and other algorithmic based decision systems deliver many truly amazing capabilities.


Vendors are showing the potential to personalize customer experiences to optimize operating business models. As we automate personalized systems, as we empower systems with more data, systems will provide incredible insights. But humans will continue to bear the responsibility of deciding, implementing, and executing on those insights. Bold leadership and unorthodox thinking will be necessary to use the power of technology and the ingenuity of human resources to create models of success around customer experience.

Attendees will walk away with an execution framework for change, and transformation that will focus on the following (supported by case examples):

Frequent thoughtful actions:

  • Learn by doing- design thinking
  • Use simple language- communication mastery
  • Build safety scaffolds-drive out fear
  • Extinguish outdated policies- ‘moose’ workouts (Moose refers to useless policies/procedures)

Small company properties:

  • Develop speed and agility
  • Prevent layers of management
  • Connect people and their jobs to outcomes

Apply Motivation 3.0:

  • Purpose
  • Autonomy
  • Mastery

Entrepreneurial mindset:

  • Think outside the box- blue ocean strategies

About the Speaker

Dr. Latib is a subject matter expert on customer experience. He is founder and CEO of CX University, an online training institution preparing executives to understand the power of the customer in driving business performance.

He is also a co-founder and former COO/Chief Customer Officer of PeriscopeIQ, where he led teams to deliver VOC and employee engagement projects. He has worked with such global brands as Kohl’s, Fossil, PMI, TransUnion, Comcast, The World Bank,

Reliant Energy, Citigroup, Siemens, Malaysia Telekom, and many others.

He was previously Dean of Gwynedd-Mercy University's School of Business and Center for Lifelong Learning. Prior to that, he was Vice-President for Program and Strategic Development at DeSales University where he headed the MBA Program and led the University's international initiatives that resulted in the implementation of programs in Romania, Italy, Peru and India.

Dr. Latib was among the pioneers of the 360-degree performance system and has published extensively on creating a customer experience culture. He has also been an invited key note speaker at numerous US professional and international organizations, including the Club of Rome, Buenos Aires Chamber of Commerce and the Rotary Club of  Kolkatta, to name a few.

He is an active member of numerous professional organizations and serves on several boards. He is a member of the Customer Experience Professionals Association. He served as President of the International Management Development Association and the Pennsylvania Council for International Education. He holds an M.B.A. and a Ph.D. in Business Administration from The Fox School of Business and Management, Temple University.

CXU website:

Social media:
LinkedIn Company profile

1. Mohamed's "11 Sacred Cows of Customer Experience" free ebook
2. An eModule crafted by Mohamed on "Design Thinking in CX"