We were honored to host Mr. Khaled Deghaidy, Customer Experience Manager, and Mrs. Radwa Hassan, Customer Experience Officer at Commercial International Bank (CIB)

We were honored to host Mr. Khaled Deghaidy, Customer Experience Manager, and Mrs. Radwa Hassan, Customer Experience Officer at Commercial International Bank (CIB), at the School of Business Administration, Nile University.

During their insightful session, Mr. Deghaidy shared expert knowledge on Customer Experience Management, emphasizing the role of service quality management in ensuring customer satisfaction. Practical examples from the banking sector highlighted key SERVQUAL dimensions and essential metrics such as Net Promoter Score (NPS), complaints management, mystery shopping, and more.

This session, part of the Service Marketing and Customer Experience course, was conducted under the guidance of Dr. Menna Kaoud and TA Neveen Badr, as part of our collaboration with CIB through the Center for Executive Education.