Dear gamechangers,
Ramadan Kareem to you and your loved ones! This month always slows me down in the best way. It’s about letting go of the non-essential, about asking: What am I carrying that I don't need to?
It's a personal question, but honestly, I've been asking it at work too. There's this assumption right now that because AI makes building easy, everyone should build everything themselves.
But I keep coming back to the same thought: Building is one thing. Owning is another.
Companies that buy software aren't doing it because they can't build. They've simply done the math on what responsibility compounds into. Reliability. Security. Edge cases. Scale. Ownership. The list goes on.
The AI Agent we're launching at Lucidya was built with that same belief. Technology should take things off your plate, not pile more onto it. Yes, you can generate agents in minutes now. But are those minutes buying you freedom or just more to manage?
So this Ramadan, as we reset and refocus, I hope we can all think about what deserves our team's scarce time and what we can trust to run itself.
Wishing you and your families a month of clarity and peace,
Tell me about yourself.
I'm the colleague who never drops the ball, never passes the buck, and never needs to "loop someone in." I also work across every channel your customers use, and they love me!
Impressive. What does a typical day look like for you?
Well, someone has a problem. I find out where the answer lives—billing, CRM, ticketing, ERP—go get it, action it, and close the case. The customer usually doesn't even realize how much happened behind the scenes.
How do you handle being told you got something wrong?
Better than most. The guardrails I operate within mean I'm not out there making unchecked calls in the first place. And when someone steps in to override me, I don't resist. Correction isn't failure for me. It's simply the next input.
Availability?
I’m always around. I have neither a commute nor a 5 PM sign-off.
Salary expectations?
Whatever you're spending now, expect 40% less of it, with a 7x return on your investment. You'll recoup the cost in under 6 months.
Last one. What do customers love most about you?
They love that they never have to talk to me twice.
Hiring Manager Note:
Most hires take months to ramp up. This one delivers value in just a few days, frees your team from ticket-chasing, and closes cases around the clock.
We’re talking 7x ROI and money back in under 6 months.
The question isn't why hire them. It's why wouldn't you?
Building autonomous AI Agents that drive measurable CX impact
The customer service playbook hasn't changed in ages. Throw more people at tickets… hope chatbots catch the easy ones… accept that some customers will wait…
We're not convinced that's the only way.
Here's what we're learning about building AI agents that resolve cases end-to-end, without handoffs or the usual bottlenecks.
On AI taking your job…
The AI and jobs conversation has been loud and messy.
You've seen the headlines. Probably scrolled past a few yourself. "AI will replace millions of jobs." "The end of work as we know it." They're designed to grab attention, but they don't tell you much about what's actually happening.
So let's step back from the noise for a moment.
"Large organizations are bloated. Not because leadership is incompetent, but because scale itself creates inefficiency." Add enough people, enough processes, enough layers, and things slow down. That's been true for decades. On the flip side, "A 30-person company with the right AI infrastructure can now produce the output of a 100-person company."
AI won't kill jobs. It will redistribute them. And that changes everything.
Abdullah Asiri mapped out where this is all heading for leaders, for teams, for everyone watching nervously.
It starts with Jack Dorsey cutting 4,000 jobs in a single announcement. It's the kind of news that pulls everyone to a corner—panic or dismissal. Asiri chose a third option...
Why these startup CEOs don’t think AI will replace human roles
And if you want to dig deeper, he and David Shim (Read AI) sat down at Web Summit Qatar to talk it through.
Asiri put it simply: customers don't care if it's AI or humans fixing their problem. They just want it fixed fast. Shim, on the other hand, offers a different lens...
Waiting for reports could cost you millions in 2026. Here’s why:
The first complaint goes unnoticed. So does the tenth.
By the hundredth, a narrative has formed.
By the quarterly report? It's just a postmortem of a customer experience you could have saved.
When brands lack market visibility, customers pay the price
"This is the fourth time I'm explaining this."
Your agents might be fast. But are they informed? The fastest resolution still fails if a customer has to explain their problem four times. Here's how to make sure every interaction picks up where the last one left off.
Most support teams are sitting on data that could tell them exactly where efficiency is leaking, why CSAT dips at certain points, and whether their team is structured for the load they're carrying and they're not using any of it.
On March 31st, Senior Product Marketing Manager Usman Ahsani and Customer Success Specialist Raghad Almahrouq are sitting down with Senior Product Manager Abdullah Salem to change that. In 20 minutes, you'll go from reading numbers to making calls on team structure, workload distribution, SLA gaps, and what's driving complaints.
March 31st, 2026
2:30 PM (GMT+3)
Live session in English
Prefer Arabic? Asma’a Al-Khaledi (Product Marketing Manager) is hosting the same session at 2:00 PM. Register here.
We've expanded our listening horizons to include the most powerful video and social platforms. Track trending keywords, real view counts, and share metrics for any public profile—competitors and influencers alike—on YouTube and Snapchat, all within Lucidya. Get full 360-degree visibility into your industry landscape and stay one step ahead of every market shift.
We’ve upgraded Lucidya’s Arabic dialect engine to Version 6, delivering clearer, more reliable insights specifically for Gulf and Saudi dialects. With enhanced accuracy on real-world customer content, your teams can now trust the data more than ever.
Head to your favorite CXM platform now and try it out yourself!
Frost & Sullivan conducted an independent evaluation of CX technology platforms in the region. Their findings recognized Lucidya for its strong innovation and growth, advancing customer experience across MENA.
The report provides valuable insights into the evolving landscape of AI-powered platforms, highlighting key trends, competitive dynamics, and strategic imperatives that can significantly impact business success.
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!)
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We’ll see you next month with more insights, innovations, and stories from the world of CX.
With clarity and care,
Lucidya Team
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