infrastructure-thesis6 min read
The Era of Ticket-Based CX Is Over
Measuring success by tickets closed is broken. The future is measuring resolutions and outcomes. Here's why the shift from reactive to proactive changes everything.
CXAI
Building CX infrastructure
from Cairo and Cambridge.
I write about customer experience infrastructure, AI governance, the founder journey, and building world-class technology from the Arab world.
What I write about
Content pillars
CX Infrastructure
Why customer experience needs infrastructure, not more tools. The five-layer stack, AI governance, and the resolution layer.
Founder Journey
Founded in 2016. Acquired 2022. Bought it back in 2024. The second act, from Upper Egypt to Cambridge to scaling again.
Building from MENA
The case for building globally competitive technology from the Arab world. Talent, culture, and the blue ocean in Arabic content.
Latest
Recent writing
infrastructure-thesis8 min read
The CX Industry Has a Tool Problem, Not a Technology Problem
Every CX vendor has AI now. The results haven't improved. The gap isn't technology — it's the absence of infrastructure beneath it.
CXAI
infrastructure-thesis9 min read
What Semiconductor Design Taught Me About Building Software Platforms
I spent a decade designing wireless chip IP before I wrote a line of SaaS code. That sequence shaped everything about how I build platforms.
EngineeringSemiconductors
About
Engineer-turned-CEO. Second act founder.
I spent nine years in semiconductor and security 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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