I write about customer experience infrastructure, AI governance, the founder journey, and building world-class technology from the Arab world.
What I write about
Why customer experience needs infrastructure, not more tools. The five-layer stack, AI governance, and the resolution layer.
Founded in 2016. Acquired 2022. Bought it back in 2024. The second act, from Upper Egypt to Cambridge to scaling again.
The case for building globally competitive technology from the Arab world. Talent, culture, and the blue ocean in Arabic content.
How AI reshapes how we build, sell, and serve. From 19-agent development processes to agentic CX and what automation actually changes.
Latest
What looks like a CX failure — slow resolutions, escalations, AI that works in demo and fails in production — is always a governance failure upstream.
A technical founder's story of building 19 AI agents to simulate an entire product organisation — and why adding governance made development faster, not slower.
Tickets count how fast you process failures. Resolutions count whether customers got what they needed.
About
I spent fifteen years in hardware engineering — Silicon Vision, ARM Holdings in Cambridge — before co-founding Tactful AI in 2016. Sold the company in 2022. Bought it back in 2024. Now building with the clarity that only comes from having done it once before.
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