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Credentials
Project Alpha - Institution of U$ 80B in assets
We designed the customer experience digital channels strategy, the talent outsourcing strategy and redefined the operating model of its phone channel which included doubling the capacity in terms of infrastructure and business traffic. The work has resulted in sales revenues in excess of $12million annually from that channel
Project Gamma - Premier Bank in Kuwait
We transformed the contact center from an inquiry contact point to a full fledged direct banking operation that handles sales, service and marketing activities which resulted in becoming a stand alone revenue center. Our consulting and training efforts were independently recognized by the Banker ME Magazine who have awarded the bank with 2 awards of best contact center and best bank in customer service in the entire region
Project Epsilon - Bank of US$ 2B in profits
We designed the digital assistance banking vision, performed digital assistance healthcheck and developed the bank digital assistance strategy through adopting an omni channel approach. We also analyzed current IVR customer experience, identified best practices and re-designed the menu call flow. We coached internal champions to act as change agents for implementation of the new strategy
Project Omega
Program Management of the CRM implementation (including PBX/ACD, IVR, CTI and CRM applications) for a reputed brand in MENA. Designed the CX business processes, which were mapped to the solution applications, led the user acceptance testing, sign-off and migration as planned in less than 3 months
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