Podcast host · Speaker · Board member · CX & AI leadership

Hi, I'm Dr Eslam Afifi. I decode how great experiences are built.

I'm a senior enterprise insights leader working at the intersection of customer experience, Voice of Customer and AI-enabled insights, helping executive teams turn customer signal into commercial decisions. On The CX Algorithm I bring that work to the mic, challenging how AI and CX really create value.

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My story

A practitioner-academic career

I'm a senior enterprise insights leader, leading customer experience, Voice of Customer and AI-enabled insights across multiple brands, and turning customer signal into decisions that move commercial outcomes.

As a recognised AI and CX thought leader, I host The CX Algorithm podcast and its companion LinkedIn newsletter, exploring AI augmentation versus automation, ROI versus ROE, and CX as an operating system for the AI era. I also serve as a board member.

Mine is a practitioner-academic career spanning four continents — Australia, the UK, Spain and the Middle East. I hold a PhD from Monash University in Human-Centred Design and ML/AI-informed CX, and an Executive MBA from IE Business School in Spain, where I received the Blue Torch Award.

Over 15 years that work has delivered a 27% churn reduction, $688M in funds growth, and two Australian CX Awards: Best Use of Customer Data & Insights, and Best CX Transformation Project.

What I explore

Six lenses on customer experience

Human behaviour

The psychology behind why customers choose, stay, or walk away.

Loyalty & trust

Building loyalty that survives a bad day.

Experience design

Turning journeys and touchpoints into memorable moments.

Data & growth

Measurement that predicts behaviour instead of describing it.

AI & automation

Where intelligent systems help, and where they quietly hurt.

Connected teams

Aligning service, product and marketing around the customer.

On stage

From the mic to the main stage

Keynotes, panels and workshops around the world.

Experience isn't a department. It's the sum of every small promise a brand keeps, or breaks.

Let's build something worth staying for.

Speaking, advisory, podcast guesting or press: get in touch.

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