Ahmad Alzbeidat

I’m Ahmad Al Zbeidat, Head of Customer Happiness at Dubai Taxi Company and an industrial engineer by background. For more than a decade I’ve worked at the intersection of government excellence, service quality, and customer experience, supporting entities across the UAE to design better services, measure what truly matters, and turn insights into action.

My passion is making complex process/journey feel simple and human for customers: from building and improving contact centers and service channels, assessing services and channels, to embedding VOC, KPIs, and excellence models into day-to-day operations. I enjoy coaching teams, leading cross-functional improvements initiatives, and aligning CX with strategy so it’s not just a slogan, but a way of working.

Outside of work, I’m constantly learning, whether it’s digging into new CX frameworks, performance management practices, or global benchmarks, to bring fresh ideas back to my organization and the wider CX community.