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How Boubyan Bank is using advocacy to build better products and keep their customers loyal

Shorouk's approach to Customer Advocacy

In this episode we spoke with Shorouk Ali, Assistant Customer Experience Manager at Boubyan Bank.

Shorouk discussed how tracking advocacy has helped her team build successful customer led initiatives which in turn are keeping customers loyal to the bank. 

During our chat, Shorouk also shared how the CEO and other senior leaders have immersed themselves in direct customer feedback, which is helping to drive their long term growth strategy. 

About Shorouk


Shorouk is a passionate Researcher and certified CX professional with 12 years hands-on experience in Market Research, Customer Insights, Consumer Behavior Analytics, and Customer Experience Management in various domains such as Banking, Food and Beverage, Real Estate, Consulting and Healthcare).

Being a CX professional enabled her to create wow customer moments through embedding the customer focused culture project among organizations along with operationalizing the CX programs efficiently. She has a non stop curiosity about consumer behavior, attitude and purchasing patterns which enabled her to design experiences effectively based on a solid consumer behavior knowledge and research ground.

She is now working as Customer Experience Assistant Manager in Boubyan - Kuwait. Her passion for CX pushed her to work as a freelancer trainer and CX Speaker. She trained more than 750 professionals within CX field and consumer behavior. She works also as a Regional Council Member in the Middle East in Customer Experience Professionals Association to enhance the awareness of CX domain.

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