Data-Driven Customer Experience Transformation

Optimize your omnichannel approach

Author: Mohamed Zaki

Publisher: Kogan Page Publishing

This book is the culmination of Mohamed's research and professional journey - working closely with a wide range of global organisations and brands to explore how to strategically design, manage, and monetise customer experience across all channels using Digital, Data, and AI.

It’s packed with practical frameworks and AI methodologies to guide practitioners through real-world CX and DigitalServices challenges - grounded in extensive research conducted in collaboration with the Cambridge Service Alliance and its industrial partners.

A huge thank you to Kogan Page Publishing, especially Donna Goddard-Skinner, Jeylan Ramis,Bobbi-Lee Wright and Kayleigh Kenworthy for believing in the vision and  and helping bring it to life.

Mohamed is also deeply grateful to the amazing executives from across the Service sector who contributed their nsights—especially Ashish Kumar Gupta from HCLTech, Franziska Bell, Robert Bates from Currys Business, Mohamed E. from Tactful, Hassan Al-Ibrahim, Sara Hassan, Gautam Jha, Jan H. Blümel from INNEX AI.  Your input added real-world relevance and depth to the book.

The book includes numerous practical examples across B2B, B2C and public services contexts.

Would love to hear your thoughts if you give it a read!