The CX Files: Decoding Service | Fekrkhan

Episode 18: The Costly Confusion Between Service and Experience

by Ebtihal Taha

In the competitive landscape of customer relations, many organizations fall into the trap of conflating customer service with customer experience. While both are crucial, they are not interchangeable....

May 29, 2024

Episode 17: Breaking Down Silos for Better HC Care systems

by Ebtihal Taha

Navigating the healthcare system can often feel like being lost in a maze with no guide. When departments don’t communicate, patients are left to bridge the gaps in their own care, which can lead to i...

May 29, 2024

Episode 16 The Choices We Weren’t Given

by Ebtihal Taha

Two years ago, a car accident necessitated an emergency surgical procedure for my son. The head surgeon at the IMC, one of Egypt's most advanced and well equipped hospitals, quickly recommended a spec...

May 29, 2024

Episode 15 - Amazon's Global Gamble: Navigating Local Trust

by Ebtihal Taha

Enter the world of Amazon, a giant in the global e-commerce sphere. Their promise of convenience and reliability echoes across continents, yet the tale takes a turn when the global giant stumbles upon...

May 29, 2024

Episode 14 - Media Maze: Navigating Trust in News

by Ebtihal Taha

In an era inundated with information, news outlets serve as guides, influencing public opinion and shaping customer perspectives. Trust, the foundation of a media outlet's reputation, acts as the comp...

May 29, 2024

Episode 13 - Trust

by Ebtihal Taha

Trust, that delicate thread that weaves through the fabric of any customer experience. It's a virtue that's hard to earn and even harder to repair once broken. My recent interaction with a tech produc...

May 29, 2024

Episode 12 - Internal CX

by Ebtihal Taha

Before I ventured into the world of entrepreneurship, I had the opportunity to witness the innards of various organizations. What struck me profoundly was the stark contrast between their intentions a...

May 29, 2024

Episode 11 - Hilton's Identity Crisis

by Ebtihal Taha

Imagine arriving at a hotel that oozes luxury from every corner. Grandeur drips from the chandeliers, and intricate marble floors whisper tales of opulence. The fine details in the ceiling suggest an ...

May 29, 2024

Episode 10 - The Unusual Suspects of Exceptional Customer Service

by Ebtihal Taha

So, picture this: one ordinary day, our car vanishes into thin air. Stolen. Vanished. Poof! But that's just the beginning of this extraordinary adventure in customer service. The phone rings, and a vo...

May 29, 2024

Episode 9 - Transportation Disconnect

by Ebtihal Taha

Modern transportation has brought us the convenience of summoning a ride with a few taps on our smartphones. It's a technological marvel that promises swift and smooth journeys. But lately, I've encou...

May 19, 2024

Episode 8 - A Good Thing Gone Bad

by Ebtihal Taha

So there I am, traveling abroad, needing to pay online using my card. Seems straightforward, right? But life loves throwing curveballs. Despite having enough funds, my transactions keep getting reject...

May 19, 2024

Episode 7 - When More Isn't Always Better in Customer Service

by Ebtihal Taha

Picture this: We were in the midst of office renovations, and one of the tasks on our list was to replace a sliding door. Wanting to keep things light and simple, I specifically requested a lightweigh...

May 19, 2024