The CX Goalkeeper had a smart discussion with Faran Niaz
Faran Niaz is CEO & founder of CX FUTURE. He is a change management expert, agile CX leader and transformation specialist. Faran is an international speaker & awards judge.
Additionally, he is passionate about LEGO and an award-winning photographer.
My learnings:
- In Dubai and in the United Arab Emirates, CX is driven by the government.
- The priority is happiness and focus on people (tourists and citizens) needs.
- All is so smooth as there is an immense respect and love for the government.
- There is a clear focus on continuously improving experiences. Expectations are extremely high – overdeliver is a must.
- A star model (as the well known for hotels) was developed for other industries (e.g., for government offices, restaurants, malls, …) too.
- Employees are trained to give you moments. It is a matter of fact, that Dubai creates benchmarks for other countries
- A positive competition, the passion and the curiosity of people ensure that there is a run to get always better and better
- It is all about the mindset: you get recognized for the good work. People are proud of being the best and getting to the best.
His book suggestion:
- The ultimate question 2.0, Fred Reichheld
- Delivering Happiness, Tony Hsieh
Faran’s golden nugget:
It is about leadership. Become a good leader, be proud of the achievement of your teams. Highlight your people, identify and nurture them. Share your experience, by sharing you learn, and others will learn too. It is our duty to give as much as we can.
How to contact Faran:
Thank you, Faran!
#customerexperience #leadership #cxgoalkeeper
