The Future Of Optical Retail With Personalisation - W / Mohamed Elsalam (Magrabi) #121

In this episode of the CX Insider Podcast, we’re joined by Mohammed, an expert with over 15 years in customer-centric roles across telecom, retail, and NGOs. Now in the optical industry, Mohammed shares his insights into the unique challenges of customer experience in a space where healthcare meets luxury. Whether you’re in retail, customer service, or just passionate about CX, this episode offers valuable lessons on putting customers at the heart of every business decision.

 

Content:

 

00:00 - Introduction

 

02:11– About Mohamed

 

04:53 – Brand Differentiation

 

07:57– Evolving Expectations

 

10:03– In Store Vs Online

 

15:32– Customer Retention

 

20:11 – Customer Lifecycle

 

22:39 – CX Basics

 

30:44 – Regional Preferences

 

35:06 – Quick-Fire Round