The One With the CFO Who Thinks Like a Customer - Mohamed Isa E256

What's on your mind? Let CX Passport know...

Mohamed Isa has been the CFO. He’s built businesses. He’s written 20 books. And yet his most powerful lesson is simple… stop chasing numbers and start understanding customers.

In this episode of CX Passport, Mohamed breaks down what changes when finance leaders truly see customer experience from the inside… and why organizations lose revenue when they treat CX as someone else’s job.

What you’ll learn in this episode:

• Why CFOs must think beyond numbers to drive real growth
• How a single sentence sold more product… and changed internal strategy
• The hidden cost of under-communicating with customers
• Why bad service spreads faster than good service
• How service culture determines whether CX succeeds or fails

CHAPTERS
00:00 CFO perspective on customer experience
03:00 The “50 showers” lesson in customer language
05:00 Why organizations ignore obvious CX truths
06:30 Travel, expectations, and human experience
09:00 How CX drives revenue at a country level
11:00 The bad bank experience that became a book
15:30 First Class Lounge
19:00 The danger of under-communicating
23:00 Everest Base Camp and accountability in CX
26:30 Why service culture is everything
28:00 Bahrain’s CX leadership and government experience

Guest Links
LinkedIn: https://www.linkedin.com/in/mohdisa
Book: https://www.goodreads.com/book/show/40660063-chai-karak
Bahrain CX example: https://bahrain.bh/

Listen: https://www.cxpassport.com
Watch: https://www.youtube.com/@cxpassport
Newsletter: https://cxpassport.kit.com/signup

I'm Rick Denton and I believe the best meals are served outside and require a passport.

Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).