XTalk: CX and Democratized Intelligence: Leapfrogging, Sidestepping and Navigating
Wed, 18 Mar
|Online link to be shared closer to the date
Speaker: Qaalfa Dibeehi Founder and principal of Human2outcome business transformation consultancy Board Director of the Customer Institute, a global non-profit CX membership organisation Author, Global Keynote Speaker, Media Commentator
Time & Location
18 Mar 2026, 17:30 – 18:30
Online link to be shared closer to the date
About the event
As intelligence becomes democratized across people, systems, and AI, the foundations of Customer Experience are being rewritten.
Quaalfa will share how CX leaders can leapfrog outdated models, sidestep legacy constraints, and navigate the rise of agentic personas, embodied service roles, and intelligence‑driven organizations.
We examine the mindset, design principles, and ethical architecture needed to build CX that is resilient, human‑centred, and future‑ready.
Understanding what “democratized intelligence” means for CX
Leapfrogging KPIs to KEIs