​The CX Investment — From Cost Center to Revenue Driver

​For years, Customer Experience has been viewed as a cost center—a necessary expense to maintain customer satisfaction. But leading organizations are proving a different reality: CX is one of the strongest drivers of sustainable revenue growth.

​Join us for an insightful session where we'll explore how CX leaders can shift the conversation from operational costs to business value.

​What we'll cover:

• ​Cost to Serve vs. Cost of Losing a Customer — Which metric should really guide your decisions?

• ​When CX costs more than it should — Common pitfalls that quietly drain budgets.

• ​The ROI of CX — How to communicate customer experience outcomes in the language of the C-suite.

• ​Connecting CX initiatives to business growth — Aligning customer experience investments with company strategy.

• ​From NPS & CSAT to Revenue — Turning customer metrics into measurable business impact.

​About the speakers:

-Host: Mohamed Elmasry
Engineer and entrepreneur with a track record of building tech products used by millions worldwide. I’ve led global teams and managed complex programmes across industries and markets.

Currently CEO and co-founder of Tactful AI, a UK-based company redefining customer experience through an AI-powered omnichannel platform. We help businesses streamline digital engagement, automate service workflows, and deliver faster, smarter support—without the complexity.

-Speaker: Shehab Moustafa
A customer experience and operations professional with expertise in driving business transformation, optimizing operational performance, and enhancing customer journeys.
He has led cross-functional initiatives focused on improving efficiency, controlling operating costs, and delivering measurable business results while maintaining a strong customer experience.
With experience in customer service, process improvement, and strategic project management, Shehab is passionate about using data-driven insights to improve performance, strengthen collaboration across functions, and support organizational profitability.
He has successfully led initiatives such as customer experience transformation and IVR automation, helping organizations achieve operational excellence while supporting sustainable growth.

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