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.

On stage

From the mic to the main stage

Keynotes, panels and workshops around the world.

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.

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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