Customer Experience Transformation
Transforming customer experience at Saudi EXIM Bank with beneficiary-centric initiatives and digital channels.
Completed
Project Gallery
Project Overview
Project Components
We are executing a customer experience transformation project for the Saudi EXIM Bank to place beneficiaries at the centre of all services. The scope includes implementing customer‑centric initiatives, enhancing engagement, developing inclusive digital channels, ensuring accessibility, activating multi‑channel communications, and supporting decision‑making based on the voice of the beneficiary.
A. The Challenge
The bank sought to transform its customer experience by adopting a beneficiary‑centric approach, digital engagement and inclusive access, but lacked a cohesive strategy and infrastructure.
B. Our Solution
We designed and implemented customer experience initiatives, developed comprehensive digital channels with accessibility standards, established multi‑channel communication platforms, and integrated customer feedback into decision‑making.
C. Key Achievements
The project enhanced beneficiary satisfaction, improved engagement, launched accessible digital services, and institutionalised customer voice mechanisms to inform bank decisions.
Project Summary
Project Information
Client:
Saudi Export-Import Bank
Value:
1,304,340 SAR
Start Date:
October 23, 2024
End Date:
October 18, 2025
Duration:
Twelve months
Project URL:
Status:
Completed
Additional Information
The Client Phone :
8004333330
The Client Email :
info@saudiexim.gov.sa
Taxonomies
Service Area:
Customer Experience
Client Sector:
Government & Public Entities