Case Study: Transforming CX Capability at Tamkeen Technologies

Client Overview:

Client: Tamkeen Technologies
Industry: Information Technology & Artificial Intelligence
Headquarters: Riyadh, Saudi Arabia
Training Duration: 2 Days
Delivery Format: Offline (In-person)
Participants: 5 mid-to-senior professionals (Customer Experience Managers and Program Managers)

Tamkeen Technologies is a government-owned digital transformation leader operating at the intersection of tech innovation and service delivery. With offerings that cater to both B2B and B2C segments, Tamkeen recognizes the pivotal role of Customer Experience (CX) in retaining clients and shaping brand perception in today’s hyper-connected world.

The organization sought a strategic learning intervention that would go beyond theory—something immersive, measurable, and most importantly, transformative. Their goal: Elevate the entire CX mindset, turning everyday service interactions into moments of delight.

Challenges:

Before the training, Tamkeen’s CX teams were facing a few core challenges that hindered their ability to deliver consistently exceptional experiences:

Fragmented Understanding of CX: While CX was recognized as important, there was no structured understanding of its full scope—from service perception to journey mapping to data-backed personalization.

Language and Communication Gaps: Some team members struggled with expressing service empathy fluently in English. This posed challenges in delivering seamless, culturally sensitive customer communication across channels.

Lack of Unified CX Framework: Customer-facing teams lacked a shared methodology or playbook for handling customer touchpoints—especially when integrating digital tools and human interaction.

No Consistent Metric-Driven Approach: Although Tamkeen collected feedback (CSAT/NPS), it was unclear how to translate insights into action—leading to missed opportunities for improving customer retention and satisfaction.

Our Solution:

Analysis & Assessment: Listening Before Leading

Before crafting the program, we engaged with Tamkeen’s leadership and training coordinators to perform a 360-degree needs assessment, focusing on:

• Key Performance Indicators (KPIs): Desired uplift in customer retention and satisfaction.
• Organizational Context: Bilingual workforce, digital-first service offerings, and frequent interactions with both internal and external customers.
• Learning Gaps: Low awareness of structured CX strategies such as journey mapping, customer personas, or CX analytics.
• Delivery Preferences: High interactivity, real-life relevance, minimal jargon, and real-time feedback mechanisms.

This phase also included reviewing current service workflows and assessing expectations of customer-facing staff, leading us to tailor the learning journey with precision and empathy.

Training Development: Building a Brain-Friendly, Behavior-Driven Curriculum

We crafted a personalized Certified Customer Experience Professional program with an emphasis on experiential learning, cognitive science techniques, and multi-sensory engagement.

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Training Objectives:

• Build foundational and strategic understanding of CX across touchpoints
• Equip participants with tools to map customer journeys, spot gaps, and innovate
• Improve empathy-driven communication, especially in multi-lingual contexts
• Help teams internalize CX metrics and convert feedback into meaningful strategies

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 Curriculum Customization Highlights:

• Aligned content with real examples from tech-enabled service scenarios
• Incorporated client-specific language and service workflows
• Introduced emotional storytelling techniques to build retention
• Included Arabized cultural references and bilingual analogies
• Designed roleplays around real-life tech service incidents, including a scenario involving a 10-day outage and customer escalation—allowing participants to practice empathy and solution framing in high-pressure situations

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Focus Areas:

• Customer Personas & Journey Mapping
• The 4Ps and 7Es of Customer Experience
• Role of AI and digital innovation in CX
• Feedback systems: NPS, CSAT, and Verbatim Analysis
• From Data to Delight: Using CX insights for decision-making​

Execution:

Delivery Method: A Human-Centered, High-Energy Experience

• Trainer: Neetika Arora, Senior CX and Team Coach with 20+ years in customer-led transformation
• Location: Riyadh (On-site at client premises)
• Participants: 5 professionals with varying CX exposure levels

Training Evaluation & Post-Training Support

Evaluation Methods

• Real-time feedback collected via group reflections, pulse-check polls, and performance during teach-backs.
• Behavioral Observation during activities to assess concept retention and practical application.
• Post-training knowledge asset kit provided, including slides, summary notes, and actionable templates.

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Post-Training Support

• Access to trainer for follow-up queries
• Reinforcement materials on feedback interpretation (CSAT/NPS/Verbatim Buckets)
• Optional follow-up session (proposed) to review applied learning after 90 days

Results

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 Quantitative & Qualitative Outcomes

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Feedback Summary

• “A deeply practical program that felt relevant from the first session.”
• “Loved the storytelling and cultural connections—it felt personalized.”
• “The trainer made it easy for everyone to engage—even with language differences.”

 📢 Expected Long-term Results: “We didn’t just learn how to improve CX—we experienced it first-hand through the way this training was delivered.”

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• Improved Net Promoter Scores (NPS)
• Higher CSAT scores
• More proactive, empathetic, and empowered CX teams
• Stronger brand advocacy among customers

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A CX Journey Worth Emulating

The Customer Experience Professional Training at Tamkeen Technologies successfully bridged the gap between customer service and customer delight. By combining science-backed learning design with culturally relevant storytelling, we helped participants not just learn, but live the values of customer-centricity.

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Why It Worked

• Deep personalization based on client context
• Hybrid delivery style with cognitive reinforcement
•  Empathy and empowerment woven into every activity
•  Real-world relevance using IT service examples

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Looking Ahead

The journey with Tamkeen Technologies was just the beginning. This training created internal champions who are now equipped to lead the CX transformation across the organization.

“Customer Experience is no longer an option. It’s the differentiator. This training didn’t just deliver knowledge—it delivered impact.”

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