Fibre migrations completed through online self-service
Customer Experience | Strategy | Transformation
Turning customer insight into practical strategy and measurable improvement.
I help service organizations clarify customer experience priorities, improve end-to-end journeys, and translate strategy into coordinated action across teams.
Houda LatrachOttawa, Ontario, Canada
Experience across markets
Professional experience across telecommunications in Qatar, the Middle East, and North America, including work with Vodafone Qatar and Bell Canada companies such as Distributel, Primus, and EBOX.
Advisory services
Structure for customer and business challenges.
My approach connects strategic thinking with operational reality. The objective is to produce recommendations that teams understand, leaders support, and organizations are able to implement.
01
Customer Experience Strategy
Define a clear CX direction, priorities, principles, governance model, and measurement approach.
Explore the service →02Customer Journey Improvement
Identify customer pain points, service gaps, ownership issues, and practical improvement opportunities across the end-to-end journey.
Explore the service →03Strategy and Customer Experience Workshops
Facilitate structured sessions that help leadership teams assess challenges, align priorities, make decisions, and build an action plan.
Explore the service →04Customer Lifecycle and Marketing Automation
Design customer communication journeys and HubSpot workflows for onboarding, service notifications, surveys, and lifecycle communications.
Explore the service →How I work
Evidence first. Clear choices. Practical next steps.
I bring customer, operational, performance, and technology perspectives together before recommending action.
- 01
Understand the business objective and customer problem.
- 02
Review available customer, operational, and performance evidence.
- 03
Map the current experience and identify root causes.
- 04
Prioritize improvements based on customer value, business value, effort, and risk.
- 05
Define clear ownership, measures, and next steps.
Selected experience
Evidence from complex, cross-functional work.
Approved outcomes from customer journey, self-service, Voice of the Customer, lifecycle, and channel programs.
Modem replacements completed through online self-service
Reduction in onboarding-related customer calls
Increase in touchpoint NPS in under 12 months
Growth in fixed sales through a strategic partnership at Vodafone Qatar
Featured Business Capsule
Choosing a Change Management Approach and Framework
A practical guide to diagnosing the change first, choosing a planned, emergent, dialogic, or hybrid approach, and selecting Lewin, Kotter, or ADKAR based on the main implementation risk.
Read Capsule →Featured resource
Practical Strategy Workshop Kit
A guided, downloadable resource that helps teams assess their business environment, clarify strategic choices, prioritize issues, and leave the workshop with a structured action plan.
From analysisto action.30-page guided workbook
Start with the challenge
Have a customer experience or strategy challenge that needs structure?
Share the situation, the outcome you are working toward, and where your team is currently blocked.
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