Support government and private sector organizations with digital transformation programs from a customer-centric perspective:
In 2023, designed, planned, and successfully managed a digital transformation program including 5 government sector plans and 5 digital product ecosystem plans for a KSA-based governmental agency.
Enhance customer experience journeys and business processes while developing a customer-centric culture:
In 2020/22, designed and delivered fully-fledged digital CX/UX/BP assessments, business cases, and short-term implementation programs for multiple KSA-based governmental agencies.
Articulate and deliver tailored customer-centric change roadmaps for retailers and financials:
Assess, design, and deliver (digital) brand journey assessments:
Design, implement, and evaluate governance operating frameworks and articulation of policies, customer journeys, and business processes in line with TQM principles:
Provide strategic and tactical advisory regarding the design and scalable application of Customer Data Platforms enhancing customer insight and predictive analytics for significant gains in customer journey management:
Provide knowledge transfer and skills development mentorship in the fields of digital marketing, customer engagement, and customer loyalty optimization:
Convert marketing strategy focus from offline to digital:
Enhance the customer experience throughout each of the brand journeys which resulted in significant growth of brand advocacy:
Reposition global loyalty programs by means of a complete redesign of the CX for each stage of the customer life cycle:
Initiate disruptive platforms covering sectorial digital ecosystems:
In 2017/18, developed Dhiafa.com and StayXtra; conducted the holistic market assessment, developed the business concept, operating model, and 5-year business plan of a disruptive hospitality platform tapping into unserved needs of consumers and real estate/hospitality operators in KSA, GCC, and Asia.