Author: Mahmoud Zaghloul
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Delivered
There are four seconds every morning when the ceiling is only a ceiling. Four seconds of believing I left it while I slept — whatever it was — the way you cross a border at night, asleep in the back seat, waking under different weather. Then the beep outside. Short. Polite. The window rolls down…
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When the Bot Takes the Easy Calls, the Hard Job Begins
The integration of AI in government services has significantly transformed roles within contact centers. Agents now face more complex issues, as AI handles routine inquiries, requiring them to engage emotionally and exercise judgment on challenging cases. This shift increases the importance of human agents’ roles. Supervisors must adapt from managing volumes to overseeing judgment and…
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Across the GCC, I Keep Hearing the Same Thing
Government leaders in the Gulf Cooperation Council (GCC) are shifting their focus from rapid digitization to understanding the future of government services. To improve citizen satisfaction, they must actively listen to feedback from various channels, creating a unified view of public sentiment. Effective governments differentiate between immediate responses to citizen needs and long-term strategic improvements,…
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Fifteen Days Protocol
The narrative follows Maher, Lara, and their daughter Cynthia on a fifteen-day trip shrouded in mystery and danger. Beginning with a flight delay from Dubai to San Francisco, they encounter eerie occurrences, such as strange messages and a lost bag containing a significant envelope. As they navigate the city, they unravel a conspiracy involving a…
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When It Matters Most, We Come Together
There is something almost ancient about the way human beings respond to difficult moments. In ordinary times, we often move through layers of process, hesitation, hierarchy, and habit. We debate, we delay, we protect territory, and we mistake motion for progress. But when true pressure arrives, something else awakens. The unnecessary falls away. Titles become…
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Borrowed Dreams
Some dreams fade the moment we wake. Others linger heavy, detailed, and unsettling… refusing to let go. Most of us have known the second kind. The dream that follows us into the morning, clinging to our thoughts as we brush our teeth, drive the car, or stare at a familiar ceiling that suddenly feels unfamiliar.…
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Reflections on Twenty – Two Five
2025 taught me Execution is leadership in motion Communication determines momentum People make everything possible Discomfort is a growth tax Balance is fuel, not a luxury
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Dark Veins of an Old City
Leila and her team embark on a mission to retrieve the Oration of Khayyam, a lost historical speech hidden beneath the city of Athar. As they delve into ancient tunnels, they awaken a dark secret that had been contained by a historic pact.
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The Semantic Erosion: What Happens When Machines Inspire Us
There is a concern over the current state of arts, feeling that recent films lack originality and emotional depth. The “semantic erosion” extends beyond film to all creative fields, threatening authentic expression. While acknowledging the efficiency of AI, the writer warns against relying on it for creativity, emphasizing the need for risk and unique ideas…
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The Thirty-Fourth Night
A richly wrinkled bedspread with the elegance of aged velvet. A fogged mirror framed in tarnished gold. No television — only silence. One solitary portrait on the wall: a faceless family, rendered in haunting shadow tones, their presence echoing from another century. “This room doesn’t feel right,” Leila said. “We’ll be gone in the morning,”…