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  • Episode 6: Leading with Empathy as a Strategy: Improving Customer Experience in the AI Era with Mai Momani.

    Episode 6: Leading with Empathy as a Strategy: Improving Customer Experience in the AI Era with Mai Momani.
    2025/07/31
    "My North Star is empathy as a strategy, not as a value... Anything that needs empathy and someone that should feel what you say shouldn't be automated." - Mai MomaniThe biggest threat to your business isn't your competition; it's a poorly designed AI chatbot frustrating your loyal customers. In the race for efficiency, are we sacrificing the very thing that builds lasting value: a great customer experience? Leaders are caught in a constant battle between automating for profitability and preserving the human connection that builds trust and loyalty.In this episode of the Science Warriors Show, Adel Hameed sits down with Mai Momani, a renowned leader in customer experience, to dissect this challenge. Mai shares her powerful, inside-out approach to building resilient, customer-centric cultures in high-stakes industries, such as banking.They discuss the role of science in business management and operational efficiency. They highlight the importance of process improvement and quality management in achieving success. Listen on Spotify and other platforms for more!In this episode, you will learn:Why "empathy as a strategy" is your most powerful North Star.The secret to getting executive buy-in for CX initiatives: storytelling, not spreadsheets.How to turn customer complaints into your most valuable source of business intelligence.The simple key to building employee purpose and transforming transactional tasks into meaningful work.How to strike the right balance between AI-powered tools and the essential human touch.This is a masterclass for any leader looking to move beyond buzzwords and build a customer experience that truly drives growth.🎧 Listen to the Science Warriors Show on Spotify & other platforms: https://www.a8innovation.com/podcast-shows/the-science-warriors-show 🔔 SUBSCRIBE for more unscripted lessons on building and scaling your business: https://www.youtube.com/channel/UC2gKrx_-cmCctiPxTrOUkKA Chapters: 00:00 - The Biggest Threat to Your Business Isn't Competition01:15 - The Agonizing Experience of a Bad Chatbot02:25 - The Tension: Efficiency vs. Customer Experience04:45 - The Core Strategy Behind Implementing AI06:25 - Can AI Deepen Trust or Will It Erode It?08:05 - The Differentiator: Human-Centric AI09:20 - Why Customer Experience is Everyone's Responsibility11:05 - Your North Star: Empathy and Trust13:45 - Introducing Mai Momani: Building CX from the Inside Out16:20 - AI & Bots vs. The Human Touch: Finding the Right Balance19:15 - The Guiding Framework: Empathy as a Strategy23:50 - How to Build Team Buy-in for KPIs24:35 - The Power of Purpose: You're Not Just Executing a Transfer28:40 - The Secret to Winning Over Executives: Storytelling32:05 - Why Culture Eats CX Strategy for Breakfast35:50 - Complaints Are Not Problems; They Are Gifts42:50 - Empowering Women in the Workplace: We Need Women to Count49:25 - Maintaining Positive Energy and Overcoming Skeptics50:05 - Signature Question: What Do You Want to Be Remembered For?Learn More & Connect:Mai Momani's LinkedIn Profile: https://www.linkedin.com/in/mai-momani-2424501b/Adel Hameed's Profile: https://www.a8innovation.com/our-team/adel-hameedHBR Article 1: Using AI to Build Stronger Connections with Customers - https://hbr.org/2023/08/using-ai-to-build-stronger-connections-with-customersHBR Article 2: Customer Experience in the Age of AI - https://hbr.org/2022/03/customer-experience-in-the-age-of-aiHBR Article 3: Customer Experience Is Everyone’s Responsibility - https://hbr.org/2023/04/customer-experience-is-everyones-responsibilityFollow Us:LinkedIn: https://www.linkedin.com/company/sciencewarriors/ X (Twitter): https://x.com/SAUSLeadership Instagram: https://www.instagram.com/sciencewarriors/ The Science Warriors Show is an A8 Strategy Original Podcast
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    52 分
  • Episode 05: Africa vs. Middle East - How to Win in Emerging Markets

    Episode 05: Africa vs. Middle East - How to Win in Emerging Markets
    2025/06/27

    Are you considering expanding into Africa or the Middle East? Simply copying and pasting your current business model is a recipe for failure.

    These regions, while full of opportunity, have unique rules, cultures, and expectations. In this episode, Adel Hameed sits down with Africa expert Holger Vogt and Middle East strategist Ramy Lahoud.

    They break down when to partner up, how to assess a market's true readiness, and why the soft skills of trust and relationship-building are your most valuable assets. This isn't a theoretical lecture; it's a practical playbook from leaders who have navigated these markets for decades.

    Show Notes:

    (14:55) The First Big Question: Joint Venture, Go Direct, or Acquire?

    (21:40) How to Decide if a Market is Ready for You

    (25:05) Navigating Africa's Legal Framework: The Power of a Handshake

    (29:45) Debunking the "Money Grows on Trees" Myth in the GCC

    (38:35) Product Customization in Regions with Varying Infrastructure

    (43:30) The "Path of Least Resistance": Should You Work with Governments?

    (47:20) Avoiding Burnout and the "Free Pilot" Trap in Competitive Markets

    (51:05) Signature Question: What Do You Want to Be Remembered For?Links:

    • Adel Hameed's Profile: Adel Hameed | Founder and Managing Partner of A8 Innovation
    • Holger Vogt's Profile: Holger Vogt | Fractional Chief Expansion Officer
    • Ramy Lahoud's Profile: Ramy Lahoud | Fractional Chief Growth Officer
    • Follow the Show on LinkedIn: Linkedin Science Warriors

    The Science Warriors Show is an A8 Strategy Original Podcast
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    58 分
  • Episode 4: Marketing That Lasts

    Episode 4: Marketing That Lasts
    2025/04/25

    In this episode of The Science Warriors Show, host Adel Hameed is joined by Hussein Hammoud, a seasoned marketing strategist with over 20 years of experience in business development, branding, and strategic communication. As markets evolve at an unprecedented pace, businesses face a critical challenge: how do you create marketing strategies that not only capture attention today but also build lasting brand equity for the future?

    Hussein unpacks the science behind consumer behavior, revealing what truly drives brand loyalty in an era of digital noise. He and Adel explore the intersection of data, storytelling, and technology, discussing how AI-powered marketing is reshaping engagement and why authenticity remains the cornerstone of effective communication. They also dive into the importance of adaptability, innovation, and purpose-driven messaging in sustaining brand relevance over time.

    Whether you're a marketing professional, entrepreneur, or business leader looking to future-proof your brand, this episode is packed with actionable insights to help you craft strategies that go beyond trends and deliver long-term impact.

    Want to unlock the secrets to marketing longevity? Tune in now and discover how to build a brand that stands the test of time!


    Hussein Hammoud’s Linkedin Profile: https://www.linkedin.com/in/hammoudhussein/

    Fijley Talks Channel Link: https://www.youtube.com/@FijleyTalks

    Fijley Talks Instagram Link: https://www.instagram.com/fijleytalks/


    Invest in the art of storytelling to raise your return on inspiration by Joe Takai, Lisa Hartenberger, Paul Ichilcik, Tara Murphy: https://www.mckinsey.com/locations/mckinsey-client-capabilities-network/our-work/strategic-and-change-communications/the-communications-exchange/invest-in-the-art-of-storytelling-to-raise-your-return-on-inspiration


    Why Founders Need to Focus More on Sales and Marketing: https://hbr.org/podcast/2024/10/why-founders-need-to-focus-more-on-sales-and-marketing


    5 Gen AI Myths Holding Sales and Marketing Teams Back by Doug J. Chung, Candace Lun Plotkin, Siamak Sarvari, Jennifer Stanley and Maria Valdivieso: https://hbr.org/2025/02/5-gen-ai-myths-holding-sales-and-marketing-teams-back
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    59 分
  • Episode 3: Building Stronger Businesses

    Episode 3: Building Stronger Businesses
    2025/04/10

    In this episode of The Science Warriors Show, host Adel Hameed sits down with Dr. Jarmo Kotilaine, a renowned economist and strategist, to explore the evolving role of the private sector in driving economic transformation. From government-led economies to private-sector-led growth, this conversation dives into the critical shifts reshaping business in the Gulf region and beyond.

    Dr. Kotilaine unpacks key themes such as the power of data in decision-making, the role of technology in boosting productivity, and the policies shaping a new economic landscape. He also sheds light on how businesses can navigate regulatory changes, leverage AI for efficiency, and position themselves for long-term success in an increasingly competitive environment.

    Whether you’re an entrepreneur, investor, or executive looking to scale in a rapidly transforming market, this episode provides actionable insights to help you stay ahead of economic shifts and build a resilient business.

    Ready to unlock the future of private-sector growth? Tune in and join the journey toward smarter, data-driven business strategies!


    Dr. Jarmo Kotilaine’s Linkedin Profile Link: https://www.linkedin.com/in/jarmo-kotilaine-632bab/


    Trials of Resilience: How Covid-19 is Driving Economic Change in the Arab Gulf by Jarmo T Kotilaine


    Russia’s Foreign Trade and Economic Expansion in the Seventeenth Century: Windows on the World By Jarmo T. Kotilaine


    The Next, and Overlooked, VC Opportunity: The Middle East by Christopher M. Schroede: https://hbr.org/2013/04/the-next-and-overlooked-vc-opp


    Sustainable Prosperity in the Arab Gulf From Miracle to Method By Jarmo T. Kotilaine
    How Multinationals Can Grow in the Middle East and Africa by Martina Bozadzhieva: https://hbr.org/2017/04/how-multinationals-can-grow-in-the-middle-east-and-africa

    Interview link: How leaders can drive business growth in the Middle East https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/how-leaders-can-drive-business-growth-in-the-middle-east?utm_source=chatgpt.com
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    1 時間 7 分
  • Episode 2: Web3 and the Future of Collaborative Business Models

    Episode 2: Web3 and the Future of Collaborative Business Models
    2025/03/20

    In this episode of The Science Warriors Show, host Adel Hameed sits down with Gokhan Polat, a Web3 strategist and venture builder, for a deep dive into how decentralization is reshaping business operations and creative industries. From DAOs and blockchain-based compensation models to real-world examples of brands like Nike and Gucci experimenting with Web3, Gokhan unpacks what operating executives need to know to stay ahead of the curve.

    This insightful conversation explores how companies of all sizes—from startups to global enterprises—can leverage Web3 technologies for faster, more transparent, and efficient collaboration. Whether you’re curious about decentralized finance, tokenized ecosystems, or building a Web3-powered startup, this episode offers practical takeaways to help you navigate this technological revolution.

    Ready to discover how Web3 could transform the way we work? Tune in and join the quest for operational excellence and innovation!


    Gökhan Polat’s Linkedin Profile Link: https://www.linkedin.com/in/polat/

    https://www.a8innovation.com/

    Articles:

    How Brands Are Experimenting with Web3 by Ana Andjelic:

    https://drive.google.com/open?id=1QMojX57ycoAk1mXYj6Wg_dCMpLz2jd7Y

    How DAOs Could Change the Way We Work by Steve Glaveski

    https://drive.google.com/open?id=1UbO2S2IgV6L96AiKWNnYmhtqNUYzcVeR

    Web3 Could Change the Business Model of Creative Work by Alex Tapscott

    https://drive.google.com/open?id=1qwwmuZKPlCMiLqqUVdGY09NmgnmWF_fV

    Book: The Smart Swarm by Peter Miller
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    48 分
  • Episode 1: Scaling Up With OKRs

    Episode 1: Scaling Up With OKRs
    2025/03/04

    In the premiere episode of The Science Warriors Show, host Adel Hameed welcomes Omid Akhavan, Founder and Global OKR Coach at Lucid Outcomes, to discuss the power of Objectives and Key Results (OKRs). With over 15 years of experience coaching and training more than 2,000 professionals across 100+ companies, Omid shares expert insights on how OKRs can drive alignment, accountability, and innovation within organizations.

    From startups to established enterprises, this conversation unpacks practical strategies, real-world success stories, and lessons from Omid’s global coaching journey across MENA, Europe, and the U.S. Whether you’re looking to refine your strategic goals or transform the way your team operates, this episode offers actionable takeaways to help you achieve more.

    Are you ready to rethink goal-setting and unlock new levels of performance? Tune in to kick off a season of insights, inspiration, and impact!

    Omid Akhavan’s Linkedin Profile: https://www.linkedin.com/in/omidakhavan/

    Book Reference: Measure What Matters by John Doerr

    https://hbr.org/2018/05/how-vc-john-doerr-sets-and-achieves-goals


    Link to the Article: How VC John Doerr Sets (and Achieves) Goals by Daniel McGinn

    https://hbr.org/2018/05/how-vc-john-doerr-sets-and-achieves-goals
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    1 時間 7 分
  • Introducing Science Warriors: The Hidden Leaders of Operational Excellence

    Introducing Science Warriors: The Hidden Leaders of Operational Excellence
    2024/10/15

    Get a first look at Science Warriors, the podcast that shines a light on the “hidden generals” of business success—leaders in operations, data science, and engineering who bring strategic visions to life. Hosted by Adel, a 20-year industry veteran, this show explores science-driven solutions through insightful interviews with the minds who turn complexity into clarity. In this teaser, discover what’s to come as we dive into the real stories of operational excellence in emerging markets.


    Subscribe now to be part of the journey!



    Music by Anastasia Kir from Pixabay
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    3 分