Qaalfa weaves concepts, stories and analogies into a wonderful tapestry that makes it easy for audiences to get it. His speaking style makes it apparent that he was an award winning professor – however his command of subject does not outweigh his ability to convey the message in a simple engaging manner. Qaalfa is known to challenge commonly held beliefs but he never strays far from business relevance.
Having presented around the globe to various audiences, Qaalfa is adept at speaking to non-native English speakers and working with interpreters.
|His public speaking footprint includes:• On air commentary and punditry on SKY ,BBC, BBC ITV, LBC Radio, and in various newspapers• Industry conference appearances in USA, UK, Turkey, Belgium, China, Singapore, Russia, Poland, Portugal, Dubai• Internal conferences (e.g., Eon, Danone, Standard Chartered, British Heart Foundation, Lloyds TSB, American Express, Du, etc)• Public webinars|
|His recent conference keynote and plenary session topics have included the following topics:• Practical Customer Experience Lessons from the Real World• Customer Experience: Future Trends and Insights• The Counterintuitive Nature of Customer Experience• Achieving Patient Experience Excellence through Cultural Transformation• Delivering an Exceptional Supporter Experience
• Emotional Engagement in Self Service
• Customer Experience, Electric Socks and Baby Monkeys: key principles of customer experience
• Addressing the Emotional Experience in a B2B environment.
|His latest public webinars have covered the following:• Dramatic Improvement in Patient Satisfaction: A Case Study from Memorial Hermann Hospital System• Neuroexperience: Mapping the Customer Experience Directly From the Brain• Complaints & Social Media Gripes: Cost Implications of Benchmark Findings• A Get Well Card for Healthcare Sectors• The Real Drivers in the Employee Experience
• Creating a Culture of Service Excellence, improving your Patient Experience
- The Customer Complaints X-Ray
- Customer Experience Risk Tolerance: customer experience management can be used to increase customer’s willingness to accept risk
- Ethnographic Videography: capturing the customer experience as it happens
- Customer Experience Process Design
- Jump-starting Your Customer Experience Strategy
- The Walkie-Talkie Model of Customer Experience: A simple model to build a business case on how bad customer experience impacts your bottom line.
The following is a clip of Qaalfa being interviewed on radio showing his ability to speak in natural language (vs consultant speak) for his audience