Earlier this year, Ikram joined a summer outfit contest at the office. To her surprise, she won and walked away with a smartwatch—a small celebration of a larger habit: paying attention to detail. The lighthearted victory reflects something deeper, as the same attention to detail, combined with equal parts curiosity and care, shapes her work in Fusion CX. Based in Casablanca, Ikram Elmrabet Chergui is an Executive (Customer Support) who monitors cashier-less supermarket sessions for international retail partners.
Her position sits at the edge of retail innovation—both technical and exacting. Yet the payoff is ultimately human. Each validated invoice and accurate session reduces disputes and builds customer trust. In short, Ikram makes excellence in customer experience look effortless.
A Day of Focused Vigilance
Ikram’s shift is a taut sequence of concentrated moments. Each of her monitoring sessions is linked to a live camera feed. Each feed is a mini case that demands the full attention of Ikram because she knows that accuracy equals customer satisfaction.
In her words, “I focus first on accuracy since delivering correct bills is critical for customer satisfaction.”
She follows a deliberate routine. She watches, identifies, adds items to the virtual cart, validates them, and proceeds to the next session as each one is completed. Because her work sits at the intersection of technology and human judgment, she knows well that speed cannot come at the cost of precision. That balance is her daily craft.
Tools, Collaboration, and the Human Check
Ikram’s workstation combines real-time monitoring software, internal validation systems, and communication platforms. These tools help her map customers’ journeys. However, they never replace human inspection. When the automation flags ambiguity—such as two visually similar items or a misread barcode—Ikram Elmrabet Chergui, the sharp-eyed CX specialist, steps in.
“During a session, a customer picked several similar products, and the system risked generating an incorrect invoice. Thanks to vigilance and precision, I was able to identify the correct items and validate an accurate invoice,” she recalls. That moment is the clearest demonstration of Fusion CX’s model: technology-enabled, human-verified.
“I love being able to monitor customer sessions in real time and ensure that every purchase is processed correctly. It’s rewarding to directly contribute to customer satisfaction in a dynamic environment,” she adds.
When technology stumbles, Ikram reaches out. Her day includes quick touchpoints with IT for technical fixes and HR for training updates. Though she does not interact directly with shoppers, her work is critical to the frontline experience as an accurate cart at validation translates to a seamless journey, reinforcing customers’ confidence in the system.
Turning Volume into Reliability
Peak hours test the speed and resolve. Ikram meets these surges with practical discipline and effective strategies. She handles surges by breaking sessions into manageable steps and maintaining a clear order of priorities. “I prioritize by focusing on accuracy and real-time monitoring of customer sessions, since delivering correct bills is critical for customer satisfaction,” she explains. Her playbook is simple yet effective – managing one session at a time, cross-checking product lists, and promptly escalating anomalies, which helps keep operations reliable.
Ikram Elmrabet Chergui designs processes in a way so that volume can never erode quality. When systems flag potential errors, her intervention turns what might be a complaint into a silent success.
Learning, Feedback, and Continuous Improvement
Ikram contributes beyond validation. She documents animalies and recommends SOP refinements. Feedback often arrives indirectly through Learning, Feedback, and Continuous Improvement, and she channels those signals into corrective action and improved training. “I report anomalies detected during sessions (e.g., misidentified products, technical malfunctions). This feedback is analyzed to continuously improve the system’s accuracy and the overall shopping experience,” she says.
This Fusion CX professional in Morocco stays up-to-date through training sessions and by reading industry updates on retail technology. The shift toward cashierless stores is reshaping expectations, and Ikram positions herself at the frontier of this trend.
Why This Work Matters to Her
“What I enjoy most is the combination of technology and human intervention,” Ikram says. “Monitoring sessions in real time and ensuring every purchase is processed correctly allows me to directly contribute to customer satisfaction.” That satisfaction, accurate billing, reducing disputes, and a frictionless experience—making sure every transaction ends in clarity and confidence—are her daily measures of success.
Her motivation is simple and clear: “My motivation comes from the satisfaction of providing customers with smooth, error-free transactions.” That satisfaction fuels the meticulous cadence of her work.
Local Nuance, Global Expectations
Although her screens display sessions across different countries, Ikram stays mindful of the local context. She knows product ranges, shopping behaviors, and peak patterns vary by market, and adjusts her vigilance accordingly. Market standards, especially for retailers operating in the United States and other regions, set high bars for speed and accuracy, pushing her to refine both technique and judgment.
Ikram Elmrabet Chergui: Life Beyond the Screen
Ikram’s life outside of work is energetic and diverse, encompassing activities such as dancing, motocross, modeling, and travel. These pursuits ground her and provide the creative counterpoint to a job that demands intense focus. “To recharge, I like to step away from screens and focus on activities that bring me new experiences. Spending time with family and friends is also very important,” she explains. Family remains central—her parents and three brothers form a steady circle of support.
Final Word
Ikram Elmrabet Chergui’s work is a study in disciplined care: rapid decisions are made reliably, systems are monitored attentively, and problems are resolved before they ripple outward. Her role in Casablanca exemplifies how technology and human judgment work together to enhance the customer experience. Every correct invoice, every on-time validation, is a small victory—one that preserves trust between retailers and their customers.
Thank you, Ikram, for bringing precision and passion to every session. Follow this space for more stories from the people who shape great customer experiences at Fusion CX.