SEP 2025

Bite-sized insights for accelerated growth.

SEP 2025

Bite-sized insights for accelerated growth.

Happy CX Day! 🎉

"To me, CX Day is more than a date on the calendar; it’s a checkpoint. Are we still doing what we set out to do? Are we making it easier for businesses to put customers first? For us at Lucidya, that has always been the point. If anything, it's become more urgent. The heart of Lucidya is its relationship with its customers. On this day, we'd like to renew our vow to protect that relationship by helping brands in our region gain the clarity that inspires confidence in every decision"

Abdullah Asiri

Founder & CEO

Happy CX Day! 🎉

"To me, CX Day is more than a date on the calendar; it’s a checkpoint. Are we still doing what we set out to do? Are we making it easier for businesses to put customers first? For us at Lucidya, that has always been the point. If anything, it's become more urgent. The heart of Lucidya is its relationship with its customers. On this day, we'd like to renew our vow to protect that relationship by helping brands in our region gain the clarity that inspires confidence in every decision"

Abdullah Asiri

Founder & CEO

This day is such a wonderful reminder to pause and reinforce our promise:

To keep showing up for this community.
To share our learnings (the wins AND the wobbles!).
To keep the conversation going.
To never stop asking "how can we make this better?"
To help brands in our region and beyond listen better, understand deeper, and act smarter.

To celebrate every CX victory with YOU!

This day is such a wonderful reminder to pause and reinforce our promise:

To keep showing up for this community.
To share our learnings (the wins AND the wobbles!).
To keep the conversation going.
To never stop asking "how can we make this better?"
To help brands in our region and beyond listen better, understand deeper, and act smarter.

To celebrate every CX victory with YOU!

Reflecting on this, our CTO Dr. Zuhair Khayyat confirms:

1. "Companies that are afraid of the customer voice or ignore the customer voice won't last long."

Customers who stop complaining haven't necessarily become satisfied; they've often simply disengaged. In other words, having fewer problems doesn't guarantee your survival in the market. Your organization must be willing to confront problems with integrity. Customer-centricity without the institutional courage to hear bad news is performance art, not strategy.

2. "First time, second time, third time. If you're not there to hear them out, there won't be a fourth time."

Your service recovery window is narrower than you think. Organizations that design for relationship depth while ignoring response speed are only solving half the equation. Ignore a customer twice and thrice, and by the fourth time, they’re already considering alternatives.

3. "If your competitor is having a bad day, this is your chance to actually jump in and get those clients to yourself."

Customer intelligence must extend beyond your own customer base. The most actionable insights often come from understanding why people choose against alternatives, including you. Competitor monitoring should be seen as an offensive customer acquisition strategy rather than a defensive one.

Zuhair Khayyat

CTO and Co-founder

Reflecting on this, our CTO Dr. Zuhair Khayyat confirms:

1. "Companies that are afraid of the customer voice or ignore the customer voice won't last long."

Customers who stop complaining haven't necessarily become satisfied; they've often simply disengaged. In other words, having fewer problems doesn't guarantee your survival in the market. Your organization must be willing to confront problems with integrity. Customer-centricity without the institutional courage to hear bad news is performance art, not strategy.

2. "First time, second time, third time. If you're not there to hear them out, there won't be a fourth time."

Your service recovery window is narrower than you think. Organizations that design for relationship depth while ignoring response speed are only solving half the equation. Ignore a customer twice and thrice, and by the fourth time, they’re already considering alternatives.

3. "If your competitor is having a bad day, this is your chance to actually jump in and get those clients to yourself."

Customer intelligence must extend beyond your own customer base. The most actionable insights often come from understanding why people choose against alternatives, including you. Competitor monitoring should be seen as an offensive customer acquisition strategy rather than a defensive one.

Zuhair Khayyat

CTO and Co-founder

Fresh Perspectives

Fresh Perspectives

How do you build AI for a language as rich and diverse as Arabic? | AWS for AI Podcast

Our CTO & Co-founder, Dr. Zuhair Khayyat, joined the AWS for AI Podcast to explain how we were able to build customer experience technology when the customers speak a language most technology ignores.

The podcast digs into why these principles become even more critical when building technology for Arabic, a language where dialects differ as much as separate languages, where sarcasm and context carry more weight than vocabulary, and where most global platforms still get the basics wrong. Dr. Zuhair explains how Lucidya approaches these challenges, what works, and what remains difficult.

Your secure foundation always pays off in customer love

Our CTO Dr. Zuhair was the first to admit that when Lucidya started the SOC2 journey, he expected it to work like most certifications: pass the test, frame the certificate, done. In reality, maintaining that standard for three years straight came with its own set of lessons, and this is what we learned along the way:

  1. Treat security as your culture, not a checklist. Shift your team's mindset from "we have to do this" to "this is how we work."

  2. Fall in love with documentation. See it not as paperwork, but as your blueprint for clarity and accountability.

  3. Automate to free your brainpower. Manual evidence collection is a creativity killer. Use automation for monitoring and alerts so your team can focus on innovation, not administrative tasks.

  4. Make it a full-team sport. When every department has skin in the game, you build a unified front with trust as your north star.

  5. See your auditors as allies. Choose partners who challenge you to think bigger and raise the bar.

  6. Chase the culture, not the certificate. A certification is an outcome, not the goal. Focus on building a genuine, security-first culture, and the credential will follow as a natural result.

  7. Let your security become your story. Let your commitment to data protection become a core part of your brand promise.

Exclusive Report: Unveiling the digital pulse of summer travel 2025

While travelers filled cabins this summer, they also filled timelines. From cabin selfies to viral moments, Emirates, Qatar Airways, and Kuwait Airways became the center of a global online conversation.

We tracked the buzz across platforms and turned it into a report that shows the full story behind the noise. Powered by Lucidya’s social listening tools, it reveals how airlines were talked about, praised, and challenged, and what it means for customer experience.

Ready to see what really flew this summer?

Lucidya has been quietly taking notes…

Catwalk talk: Dubai Fashion Week in numbers

Catwalk talk: Dubai Fashion Week in numbers

Through our AI Monitor, we capture the authentic customer conversations that happen just under the surface. Whether it's a major industry event, seasonal trend, or cultural moment, we analyze public, unfiltered feedback to reveal the genuine needs and desires that customers express when they're speaking without filters.

Gain a better understanding of your audience through our LinkedIn community:

September's
BIG moves

September's
BIG moves

Lucidya presented next-generation CX solutions as a silver sponsor at Saudi Arabia’s E3 Customer Experience Conference

Lucidya presented next-generation CX solutions as a silver sponsor at Saudi Arabia’s E3 Customer Experience Conference

Many companies in Saudi Arabia understand the importance of customer experience, but they're still figuring out how to operationalize it at scale without losing the human element that makes it work. We were honored to take part in the E3 Customer Experience Conference as a silver sponsor to provide foundational answers to the critical questions guiding CX-curious companies toward meaningful growth.

Lucidya X Infobip bring their 1st roundtable to Qatar!

Lucidya X Infobip bring their 1st roundtable to Qatar!

Our latest roundtable in collaboration with Infobip brought together visionary leaders from the public sector to explore what effective governance requires in practice. The ensuing dialogue on improving citizen experience through better data integration and faster response revealed both shared challenges and actionable solutions. We wrapped the session not merely informed, but reaffirmed in our mission to equip government entities with the tools and intelligence needed to serve citizens with intention.

We’ve successfully renewed our SOC2 certification for the third year in a row

We’ve successfully renewed our SOC2 certification for the third year in a row

Our CTO Dr. Zuhair was the first to admit that when Lucidya started the SOC2 journey, he expected it to work like most certifications: pass the test, frame the certificate, done. In reality, maintaining that standard for three years straight came with its own set of lessons, and this is what we learned along the way:

Lucidya Founder & CEO at Incorta’s #NoLimits

Lucidya Founder & CEO at Incorta’s #NoLimits

Our founder & CEO, Abdullah Asiri, represented Lucidya on the main stage at the No Limits summit where he took part in the "The Future is Now" panel to highlight our thought leadership and the tangible value we bring to the region's tech ecosystem. The event provided a powerful platform for forging new alliances and driving innovation forward together.

Growing in good company

A warm welcome to these forward-thinking organizations who've joined the Lucidya family. We're honored (and, let's be honest, pretty excited) to partner with you on your journey to CX excellence.

Growing in good company

A warm welcome to these forward-thinking organizations who've joined the Lucidya family. We're honored (and, let's be honest, pretty excited) to partner with you on your journey to CX excellence.

Upcoming event

Upcoming event

CX-PLORE, The Masterclass Series – Introducing live chat: Handle website inquiries faster right from OmniServe.

CX-PLORE, The Masterclass Series – Introducing live chat: Handle website inquiries faster right from OmniServe.

New feature

Arabic session

Join Mohammed AlShammari (Product Marketing Manager), Hind Nour (Customer Success Manager), and our special guest Osama Samhouri (Product Manager) for a focused 20-minute session on our new live chat feature in OmniServe. Transform your website into a powerful support channel by handling live conversations directly within Lucidya.

You will learn how to respond to customers in real time with full context, unify web chats with social and email interactions for a complete customer view, and gain smarter insights by tracking chat volume, sentiment, and agent performance.

October 29, 2025

4:00 PM (GMT+3)

20 mins

Live session in Arabic

Product Spotlight

Product Spotlight

Advanced Monitors for X and News & Blogs

Advanced Monitors for X and News & Blogs

Take your social listening to the next level with Lucidya’s Advanced Monitors—now supporting X, News, and Blogs. Build complex Boolean queries with ease and capture only the insights that matter most to your brand.

Custom Fields in OmniServe

Custom Fields in OmniServe

Every team works differently—now OmniServe does too. With Custom Fields, you can tailor your workspace, capture the context that matters, and unlock more meaningful reports.

Head to your favorite CXM platform now and try them out yourself!

Missed our last masterclasses?

Watch them now!

Missed our last masterclasses?

Watch them now!

Oops! Did our last CX-PLORE masterclasses slip through your calendar? The full recordings are ready on YouTube whenever you are!

Oops! Did our last CX-PLORE masterclasses slip through your calendar? The full recordings are ready on YouTube whenever you are!

Get savvy with Surveys + Social Listening

Understand your audience like never before!

Advanced Monitor

Build advanced search queries for precise social and media monitoring

Alerts & reports

Set up periodic reports and real-time alerts to keep your leadership and team always in the loop

Additional reads fresh off our minds

Additional reads fresh off our minds

Hot takes and cool CX insights from our team's recent deep dives:

Hot takes and cool CX insights from our team's recent deep dives:

Must-read industry take

The underrepresentation of Arabic in the world of artificial intelligence: Overblown concern or genuine problem?

Must-read industry take

The underrepresentation of Arabic in the world of artificial intelligence: Overblown concern or genuine problem?

Until next time…

Until next time…

That's all for this month's CX scoop! If you enjoyed these stories as much as we enjoyed collecting them, forward them to a friend who gets excited about making customer experiences better (and remind them to subscribe to get their very own serving delivered monthly!)

New here or missed some of our awesome past editions? [Browse our archive]

We’ll see you next month with more insights, innovations, and stories from the world of CX.

See you in the wild:

With clarity and care,

Lucidya Team

Share this edition of CX Bites:

Share on X
Share on LinkedIn
Share on Facebook

Copyright © 2025 Lucidya LLC

Copyright © 2025 Lucidya LLC