CX strategy & transformation
A clear customer vision, a journey-based roadmap, and the governance to make it stick across every function.
Customer experience · Marketing · Business strategy
Putting humans at the center of your business.
Fifteen years at IKEA across Canada and the Middle East shaped how I help leadership teams turn customer-centricity from a slogan into an operating model that lifts loyalty, sharpens marketing and shows up in the numbers.
25+
years leading CX, marketing and data
15
years at IKEA, in Canada and the Middle East
60+
retail brands supported with CRM, data and analytics
5
countries, inside multinational companies
What I do
Five ways I help organizations win with customers
Learn more — CX strategy & transformation
Loyalty & CRM strategy
Design or rebuild a loyalty program, CRM practice and 1:1 marketing on a customer-first basis, drawing on 15 years running IKEA FAMILY.
Customer-centric operating model
Redesign structure, metrics and incentives so every team is organized around the customer, not the org chart.
Marketing & growth strategy
Positioning, segmentation and go-to-market built on real customer insight, so marketing spend earns its place.
Customer data & insight
Turn feedback and behavioural data into decisions: VoC programs, CX metrics and dashboards leaders actually use.
My process
A simple path from insight to results
Guided by four CARE principles: Context-first, Adaptive to your market, Realistic tradeoffs, Empowered by AI.
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Discover
Interviews with customers, frontline teams and leadership to find out what is really happening.
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Diagnose
Map journeys, quantify the gaps and pinpoint where experience builds or drains value.
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Design
A prioritized roadmap, operating model and success metrics your team can own.
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Deliver
Hands-on support through rollout, so the change becomes how the company works.
About Ali
Global experience. Local roots. A practical, people-first approach.
I have spent more than 25 years leading customer experience, marketing and data teams inside multinational companies across five countries, including fifteen years at IKEA, where I ran the Catalogue and the IKEA FAMILY loyalty program across Canada and later led CRM, data and analytics for more than sixty retail brands across MENA and Southeast Asia.
Today I work with growing and established businesses from my home base in Oakville, Ontario. Ideas can stay consistent across markets, but execution has to be local.
Let’s talk about what your customers need next.
Tell me a little about your business and the challenge in front of you. I read every message myself and reply within a day or two.
- consulting@alihosny.ca
- Oakville, Ontario, Canada