Zaheer Gilani

Director of Experience Innovation

Zaheer Gilani is Account Director, Public Sector UK&I at Genesys. Prior to this position, he was the Director of Experience Innovation at Genesys. He's an experienced Customer Service and CX industry veteran with over 20 years of experience working and consulting for FTSE 100 brands globally. Zaheer is the author of "Customer Journey Mapping Workbooks," founder of CXBrainstorm and has developed and launched the CX industry’s first Customer Experience Casual 3D mobile game.

Posts By Zaheer Gilani

March 28, 2023

Harnessing the Value of Customer Loyalty and Retention

A bad customer experience is more than frustrating. For some consumers, just one bad experience — a dropped call, dead-end bot...

September 6, 2022

Understanding the CX Spectrum of Customer Engagement and Loyalty

Most consumers don’t wake up in the morning and proclaim they’re loyal to a brand. First, that brand needs to meet the core...

July 28, 2022

Start on Your Path to Customer Experience Personalization

I rarely speak to human assistants for routine matters when I interact with an organization. Most of the information I need is at...