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Executive Summary
A leading digital transformation provider in the government sector, this organisation operates at the intersection of technology innovation and service delivery. With solutions spanning both B2B and B2C segments, it understands the importance of Customer Experience (CX) in building loyalty and influencing brand perception in today’s hyper-connected world.
The organization was seeking a strategic learning intervention that would go beyond theory, something immersive, measurable, and, most importantly, transformative. Their goal: to elevate the CX mindset across the board, turning everyday service interactions into moments of genuine delight.
Challenges:
- CX wasn’t clearly defined.
Team members understood it mattered, but didn’t share the same view of what it covered, from how customers perceive service to how their journeys are designed. - English communication was a barrier.
Some staff struggled to express empathy or clarity, which made customer conversations feel disconnected. - No clear approach across teams.
Each team handled service interactions differently. There was no common method for balancing digital tools with human support. - Feedback wasn’t being used well. Feedback was collected (CSAT, NPS), but not effectively used to improve retention or service quality.
Our Solution:
Analysis & Assessment: Listening Before Leading
Before building the program, we worked with the client’s leadership and training team to run a full assessment. We focused on:
- Key goals: Improving customer satisfaction and retention
- Team setup: A bilingual workforce handling both internal and external service requests
- Skill gaps: Limited knowledge of structured CX methods like journey mapping, customer personas, and analytics
- Training needs: Sessions that were practical, interactive, and relevant without heavy jargon
We also reviewed existing service workflows and listened to what customer-facing staff expected from the training. These insights helped us shape a focused and practical learning experience.
Training Development: Building a Brain-Friendly, Behavior-Driven Curriculum
We created a Customer Experience Professional program focused on real situations, simple tools, and hands-on activities. The sessions were designed to help participants retain what they learned and apply it directly to their roles. We used techniques from learning science and kept the content clear and relatable.
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
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
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 Structure & Highlights
- Live Roleplays: Participants handled a simulated high-stakes customer complaint scenario with real-time coaching.
- Visual Mapping Labs: Journey maps were drawn collaboratively on chart papers, analyzed for gaps, and redesigned with better service strategies.
- Microlearning Quizzes: Every concept was followed by quick recall activities to reinforce neural connections using spaced repetition.
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.
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
Quantitative & Qualitative Outcomes
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.”
Long-Term Impact
- Improved Net Promoter Scores (NPS)
- Higher CSAT scores
- More proactive, empathetic, and empowered CX teams
- Stronger brand advocacy among customers
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.
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
Explore the CX Training Program
Our Customer Experience Professional Training has helped teams across sectors take practical steps toward service excellence.
