Empowering CX leaders Through Games and Labs.- Prof. Hany Mokhtar - CX Chat 002

Описание: CX Chat 002 reunites Martin Henley with Prof. Hany Mokhtar — the CX Master of the GCC — to unpack two powerful, practical tools reshaping how organisations operationalise Customer Experience: the CX Lab and the CX Mind Game (board game).
This episode moves beyond CX theory into how you actually embed customer thinking into operations, governance, and decision making — especially when you're surrounded by sceptics, silos, and IT teams who say "from an IT point of view, it's not doable."
You'll hear:

What the CX Lab is: a physical environment inside your organisation where you test experiences as the customer would live them — before launch
Why testing "on behalf of the customer" is radically different from internal UAT (User Acceptance Testing)
How emotion tracking helmets and eye tracking tools bring scientific rigour to CX decisions (and give CX leaders ammunition in boardroom battles)
Real examples: supermarket self checkout placement, hotel room tablet UX, IVR torture tests, and why airport seating is designed to stress you into buying chocolate
The CX Mind Game: a live, analog board game where cross functional teams (IT, Finance, Operations, CX) compete to collect "customer happiness gems" by making real CX decisions under pressure
How the game induces CX thinking underneath the skin — without lectures, without resistance — by leveraging ego, competition, and the universal human desire to win
Why the CFO who plays the game will never vote against VOC investment again
How to turn CX from a "fluffy belief" into a scientific, data backed, experiential transformation that even the sceptics cannot ignore

If you're a CX leader fighting for budget, authority, and cross functional buy in — or if you lead transformation, digital, operations, or strategy and need to align teams around the customer — this episode gives you two battle tested tools to shift the conversation from cost cutting to value creation.
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00:00:00 Welcome Back: CX Lab and Board Game Deep Dive
00:06:20 What is the CX Laboratory?
00:08:38 Real-World Lab Applications: Supermarkets and Self-Service
00:11:18 The User Experience vs Customer Experience Debate
00:14:38 Testing Before Launch: Hotels, Airlines, and Banking
00:24:45 The Emotions Helmet: Measuring Real Customer Feelings
00:28:40 The IT Challenge: Technology vs Customer Needs
00:38:10 The Business Case for CX Labs
00:50:10 Introducing the CX Mastermind Board Game
00:52:00 Game Mechanics: Playing Customer Experience
00:56:05 Why Games Work: Inducing CX Thinking
01:09:34 Real Results: From Zero to CX Hero
01:13:27 The Mission: Fixing Customer Experience in 2026 and Beyond