In part two of the conversation with MyCustomer, Professor Mohamed Zaki from the University of Cambridge delves into CX design, personalisation and digital capabilities by Sabine Groven.

In a conversation with MyCustomer, Professor Mohamed Zaki, the deputy director of Cambridge Service Alliance and course leader of Data-Driven Design for Customer Experience (CX) at the University of Cambridge, delves into CX design.

This interview explores the concepts of personalisation and leveraging digital capabilities, exploring the considerations of maintaining a human touch while incorporating AI technologies into customer interactions.

Link to Interview can be found here.

NB: In case you missed part one of the interview, take a moment to read about some of the key challenges related to CX design.