IN CLEAR FOCUS: Professor Mohamed Zaki of Cambridge University discusses his new book "Data-Driven Customer Experience Transformation." Mohamed explores the shift from product-centric to customer-centric business models, distinguishing customer satisfaction from delight, and leveraging AI and data analytics to predict customer behavior. Mohamed also shares his insights on omnichannel experiences, personalization strategies, and real-world case studies, including Caterpillar's CX transformation.