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
Blog
Writing & Thinking
On CX infrastructure, AI governance, building from Cairo, and the lessons from founding, selling, and buying back the same company.
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
founder-journey6 min read
Why I Bought My Company Back
I founded Tactful in 2016, sold it in 2022, and reacquired it in 2024. This is the story of the decision — and what I learned along the way.
Founder JourneyMENA
building-from-mena10 min read
Why I Build World-Class AI from Cairo, Not London
60 engineers in Cairo cost less than 15 in London. That's not about cheap labour — it's about R&D density that lets you build infrastructure instead of cutting corners.
MENACairo