Dr. Hussein A. Abdou has completed his PhD in Banking Risk Modeling applying Credit Scoring Techniques & Customer Experience in banking at The University of Plymouth, UK. He is a Fellow of the Higher Education Academy in the UK. The winner of the UK CX awards and silver medalist. Hussein’s academic background is in Finance and Banking, including credit risk management in financial institutions,Islamic banking finance, customer experience and applications of non-parametric modelling techniques. He has massive experience in training banks at a higher level for more than years. He taught in various banking sectors across the UK, USA, Middle east and worldwide. Highly knowledgeable with bank customer bases that expect increasingly more from their banking experience. Skillful in Defining and delivering a year contact Centre strategy including 35m euro reductions in cost efficiency and 10m euro improvements in revenue generation. Delivering next-generation solutions into CX, Designing the E2E customer experience for B2Bcustomers touching all elements of the customer journey, including the delivery of a B2B Service Strategy. Incorporating Continuous Improvement.using lean and six sigma methodology and Voice of the Customer strategy into previous role and Voice of the Customer strategy into previous role. The retail bank with an appropriate strategic differentiator will gain a sustainable competitive advantage in the changing retail banking environment and add value to all its stakeholders.His research determined that customer experience can be a valuable strategic differentiator in retail banking today as it gives financial services a competitive advantage through the focus on the total customer experience which includes the previous differentiators in the industry. Facilitated numerous workshops to executive-level and practitioner clients worldwide on Customer Centricity.