Redefining CX Excellence
One Experience at a Time
Saudi-ready by design
Evidence to impact, not opinions
Fast, connected & governed delivery
Small cross-functional squads, rapid prototyping and testing get value quickly, while an end-to-end approach and a CX Office with journey owners, keeps change coordinated and scalable.
We Are Kaizen Consulting’s CX Sector — Your Partner in Customer-Centered Transformation
Designing experiences that customers feel, and leaders can prove.
We build customer-centric cultures, journeys, and operations, turning insights into outcomes via rapid design, governed delivery, ROI-linked KPIs, from strategy to dashboards to frontline adoption.
Projects Completed
Years Of Experience
Trusted Consultants
We specialize in
Turning Customer Ambition into Measurable Experience and Business Impact
We put the customer at the heart of your strategy, culture, and operations. Our Arabic-first, PDPL-aware, Vision 2030–aligned approach makes CX transformation real, sustainable, and scalable.
We run always-on VoC/VoE, analytics, and journey diagnostics to find what matters. Every recommendation is evidence-based, and every improvement ties to KPIs leaders trust.
We prototype, test and scale via our proven KCX™ methodology, cross-functional squads and a governed CX Office to connect journeys, data, and operations, so results are felt by customers and proven to leaders.
Tailored CX Maturity Measurement Frameworks
We use develop maturity measurement frameworks, leveraging Forrester’s model, global best practices, and CX core competencies to progressively enhance CX maturity levels.
National Digital Experience Index
We developed and launched a trusted national maturity index for Saudi government platforms—empowering better digital services, enriching customer experiences, and driving the Kingdom’s ambitious digital transformation journey forward.
Designing and Operating VoC Programs
Engagement Tracks
We deliver five levels of services spanning strategy, insights, design, operations, and culture.
Vision & Strategy
Define the CX vision, baseline maturity, and a governed roadmap tied to customer and business value.
Insights & Intelligence
Design & Innovation
Performance & Optimization
Culture & Leadership
Vision & Strategy
Vision & Strategic Positioning
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- CX Strategy Development & Vision Setting: Co-create an inspiring, Vision 2030–aligned CX vision and strategic thesis that puts customer obsession at the heart of the organization and clarifies where to play/how to win.
Capability & Insight Foundations
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- CX Maturity Assessments & Diagnostics: Run structured assessments, workshops, and evidence-based diagnostics to evaluate current CX capabilities, governance, and maturity—pinpointing strengths, gaps, and quick wins.
- Benchmarking & Competitive Intelligence: Compare performance to leading Saudi and regional peers; identify best practices, white-space opportunities, and differentiators to sharpen your market position.
Customer-Centric Business Architecture
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- Customer-Centric Business Model Design: Redesign operating and revenue models around customer value—reframing processes, roles, and incentives to improve outcomes, loyalty, and growth.
Transformation Planning & Governance
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- CX Roadmap & Transformation Planning: Define a milestone-driven roadmap with prioritized initiatives, investment cases, dependencies, and risk management; establish governance (steering, KPIs, cadences) to keep delivery on track.
Standards, Compliance & National Indices
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- DGA Digital Experience & Transformation Indices Enablement: Assess digital experience capabilities against Digital Government Authority (DGA) criteria; close gaps and implement best practices to raise scores on the Digital Experience Maturity Index and the Digital Transformation Index.
- ADAA Performance & Reporting Compliance: Adopt National Center for Performance Measurement (ADAA) methodologies; implement governance, measurement frameworks, and reporting standards to ensure transparency and alignment with national digital transformation objectives.
Insights & Intelligence
CX Research & Analytics Services
Listening & Research Operations
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- Voice of Customer (VoC) Programs: Implement multi-channel listening, surveys, social, in-app, call transcripts, and mystery shopping, to capture real-time Saudi customer insights. Configure closed-loop workflows, role-based alerts, and PDPL-compliant consent, retention, and governance.
- Sentiment Analysis (Arabic/English): Use AI text analytics to detect themes, intent, and emotion across chat, email, social, and open-ended survey data. Track brand health and spot service-recovery opportunities with topic trending and early-warning signals.
Journey & Behavioral Analytics
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- Customer Journey Analytics: Combine transactional, digital, branch, and contact-center data to map behavior across journeys. Identify friction points, quantify drop-offs, and prioritize fixes that lift conversion, reduce effort, and improve time-to-resolution.
Segmentation & Targeting Intelligence
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- Customer Segmentation & Profiling: Build behavior-led segments and Saudi-relevant personas using demographics, value, lifecycle stage, and propensity models. Enable targeted experiences, offers, and service levels that increase adoption, loyalty, and CLV.
Design & Innovation
CX Design & Implementation Services
CX Design & Orchestration
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- Customer Journey Mapping: Visualize end-to-end experiences with culturally adapted journey maps, uncovering priority “moments of truth” for targeted interventions.
- Service Design & Blueprinting: Optimize cross-functional service processes with detailed blueprints, eliminating silos and embedding regulatory compliance at each touchpoint.
- Experience Design & Prototyping: Apply human-centered design to craft mobile-first and AR/VR prototypes that delight customers and accelerate time-to-market.
- Omnichannel Experience Design: Harmonize digital, voice, and in-person channels into a unified experience, ensuring seamless transitions and consistent brand engagement.
Technology & Digital Services
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- CX Technology Selection & Implementation: Evaluate, pilot, and deploy leading CX platforms—CRM, CDP, journey orchestration—optimized for secure, scalable Saudi environments.
- AI & Automation Implementation: Automate key customer interactions with AI chatbots, RPA workflows, and intelligent routing to boost efficiency and reduce response times.
UX Excellence (User Experience)
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- Usability Testing: Conduct task-based testing with real users to identify pain points, navigation challenges, and usability issues across web, mobile, and enterprise applications.
- User Research & Insights: Employ qualitative and quantitative methods—interviews, surveys, ethnographic studies, personas, and journey mapping—to deeply understand user needs, behaviors, and preferences.
- UX/UI Design & Prototyping: Design wireframes, interactive prototypes, and visual interfaces that enhance usability and align with brand identity while meeting accessibility standards.
- Accessibility Audits & Compliance: Evaluate digital touchpoints for compliance with WCAG and regional accessibility standards, recommending inclusive design improvements for broader audience reach.
- User Journey & Experience Mapping: Visualize end-to-end user interactions, identifying moments of friction and opportunities to enhance engagement and loyalty.
- UX Strategy & Consultation: Align UX initiatives with business goals, advising on best practices, technology adoption, and organizational UX maturity growth.
Performance & Optimization
Operational Excellence & Continuous Improvement
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- Operational Transformation: Apply Kaizen, Lean Six Sigma, and process re-engineering to streamline customer-facing operations, cut waste, reduce cost-to-serve, and improve speed and quality.
- Performance Improvement Programs: Deploy balanced scorecards, SLAs/OLAs, and role-based dashboards; embed agile, data-driven experimentation (A/B testing, rapid prototyping, optimization sprints) to build a continuous-improvement culture and sustain CX gains.
CX Measurement & Value Realization
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- CX Measurement Framework: Define Vision 2030-aligned KPIs (e.g., NPS, CES, digital adoption) and design relationship, journey, and touchpoint measurement architectures for end-to-end visibility.
- Customer Satisfaction Monitoring: Implement real-time listening posts and closed-loop feedback with automated routing, alerts, and root-cause analytics to surface and act on improvement opportunities.
- ROI & Value Measurement: Quantify CX impact via CLV uplift, churn and cost-to-serve reduction, and revenue-attribution models—linking CX investments directly to financial outcomes.
Sector-Specific CX Solutions
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- Financial Services CX: Design compliant, omnichannel experiences (branch, mobile, contact center) with secure onboarding, KYC journeys, and retention playbooks tailored to regional regulations.
- Healthcare & Life Sciences CX: Improve patient and caregiver journeys across appointment, admission, treatment, and discharge with accessibility, safety, and privacy by design.
- Retail & Consumer Goods CX: Orchestrate seamless e-commerce and in-store experiences, personalized offers, and post-purchase care to increase conversion and lifetime value.
- Energy & Utilities CX: Simplify billing, outage, and service requests with proactive notifications, self-service, and field-service optimization for higher satisfaction and trust.
- Technology & Telecommunications CX: Optimize acquisition, activation, support, and retention journeys with diagnostics, proactive care, and usage-based personalization.
- Government & Public Sector CX: Streamline citizen services with end-to-end digital journeys, service-level transparency, and inclusive, Arabic-first design aligned to national directives.
Culture & Leadership
CX Culture Transformation
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- Customer-Centric Culture Design: Define values, behaviors, and rituals that embed customer obsession across teams—aligned with Vision 2030 and Saudi cultural context.
- Structured Change Management Programs: Use proven methodologies (e.g., ADKAR) to plan, execute, and sustain culture shifts with clear sponsorship, communications, and adoption metrics.
EX–CX Alignment: Link employee experience to customer outcomes by co-designing policies, incentives, and workflows that drive faster, better service.
CX Governance & Leadership Development
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- CX Operating Model & Governance: Stand up CX functions with mandates, roles, and cross-functional forums; establish decision rights, SLAs/OLAs, and escalation paths.
- Executive CX Leadership Programs: Equip C-suite and directors to act as CX champions through structured academies, coaching, and board-ready metrics.
Accountability & Performance Frameworks: Embed CX responsibilities into job descriptions, objectives, and reviews with KPI cascades from enterprise to frontline. - Recognition & Rewards Design: Create recognition programs that celebrate customer-centric behaviors, thoughtfully tailored to Saudi norms and values.
CX Capability Building & Knowledge Transfer
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- CX Academy-in-a-Box: Develop curricula, toolkits, and playbooks (journey mapping, VOC, service blueprinting) for rapid internal upskilling.
- Embedded Coaching & Communities of Practice: Pair squads with expert coaches and establish CoPs to spread methods, reuse assets, and scale wins.
- Knowledge Transfer Runbooks: Codify ways of working, templates, and SOPs with clear ownership and handover plans to ensure continuity post-engagement.
Professional Development & Certification
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- Saudi CX Talent Pathways & CCXP Prep: Build structured learning paths and prep cohorts for international certifications (e.g., CCXP), localized for Arabic-first delivery.
- C-Suite Strategy Masterclass (Vision 2030): Train senior leaders on CX strategy, value realization, and governance linked to national priorities.
- Train-the-Trainer Programs: Certify internal champions to deliver CX methods, mentor peers, and sustain capability growth at scale.
Employee Experience (EX) Excellence
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- Employee Journey Mapping: Visualize end-to-end employee journeys to uncover pain points, disengagement moments, and opportunities to boost productivity and retention.
- EX Assessments & Diagnostics: Measure engagement, satisfaction, and EX maturity via surveys, focus groups, and analytics; deliver prioritized, data-backed actions.
- Leadership & Culture Alignment Workshops: Align values, behaviors, and communication patterns to foster a customer-centric, employee-friendly culture.
- Voice of Employee (VoE) & Feedback Systems: Stand up continuous listening (pulse surveys, forums, suggestion systems) with closed-loop actions and transparent follow-up.
Kaizen CX Signature Packages
Accelerate CX journey with ready-to-deploy signature packages designed to move from vision to verified impact. Each package combines Kaizen precision with KCX™ methodology to deliver tangible results that customers can feel and leadership can measure.
CX North Star
- Timeline: 4 weeks.
- Scope: Maturity baseline, stakeholder interviews, benchmark, value cases, 12-month roadmap.
- Delivers: CX charter, maturity scorecard, North Star narrative, prioritized initiatives, quick-wins plan.
Insight Engine
- Timeline: 6–8 weeks.
- Scope: VoC/VoE setup, consent/governance, feedback instruments, tagging, dashboards.
- Delivers: PDPL-compliant data model, survey/feedback toolkit, taxonomy, KPI baseline, live insight dashboard.
Journey Redesign Lab
- Timeline: 8–10 weeks,
- Scope: Priority journey mapping, service blueprinting, UX/UI wireframes, prototyping, orchestration.
- Delivers: As-Is/To-Be journeys, blueprints, clickable prototype, UI kit, implementation backlog.
Ops & Performance Accelerator
- Timeline: 6–8 weeks.
- Scope: SLA/OLA design, Lean/Kaizen improvements, A/B tests, ROI linkage
- Delivers: SLA matrix, improved processes, experiment playbook, KPI to ROI model, ops performance dashboard.
Culture & Governance Starter
- Timeline: 6 weeks.
- Scope: CX Office setup, roles/RACI, governance cadence, policies, capability building.
- Delivers: Operating model, governance pack, meeting/playbook templates, onboarding modules, CCXP prep outline.
KCX™ Pilot-to-Scale Program
- Timeline: 12–16 weeks.
- Scope: End-to-end seven-phase KCX™ on one flagship journey; exit gates, benefits tracking, scale plan.
- Delivers: Phase artifacts per gate, proven pilot, quantified value case, scale roadmap, change plan.
Sector Fast-Track
- Timeline: 6–8 weeks.
- Scope: Sector accelerators—priority journeys, compliance mapping (DGA/ADAA/PDPL), prebuilt dashboards/templates.
- Delivers: Sector journey set, compliance checklist, tailored KPI set, accelerator configuration, rollout plan.
Kaizen CX Leaders
Our Experienced Professionals
Kaizen’s digital transformation consultants are trusted experts, blending deep technical knowledge with strategic insight. We harness global best practices, proven methodologies, and industry-leading benchmarks to deliver innovative, measurable, and sustainable transformation that empowers organizations to excel in the digital age.
Kaizen is
A Recognized CXPA® Training Provider
Kaizen Consulting is proudly accredited by the Customer Experience Professionals Association (CXPA®), delivering world-class training and advisory solutions. Our certified experts empower organizations with CXPA-aligned programs, combining practical strategies and global best practices to build competencies, elevate customer experiences, and drive customer-centric cultural transformation across all organizational levels.
Our Client's Voice
Our Client’s Voice reflects authentic experiences, showcasing how Kaizen Consulting’s tailored excellence solutions create measurable impact, drive transformation, and foster trusted partnerships for sustainable growth.
Saudi EXIM Bank
Partnering with Kaizen Consulting has been a defining milestone in our CX transformation journey. Their deep expertise, structured methodologies, and unwavering commitment to excellence enabled us to translate our CX vision into measurable outcomes aligned with our strategic objectives. Kaizen played a pivotal role in designing and implementing our end-to-end customer experience framework, from establishing the VoC program and enhancing journey mapping capabilities to building a sustainable gove...Read More
Saudi EXIM Bank
Partnering with Kaizen Consulting has been a defining milestone in our CX transformation journey. Their deep expertise, structured methodologies, and unwavering commitment to excellence enabled us to translate our CX vision into measurable outcomes aligned with our strategic objectives.
Kaizen played a pivotal role in designing and implementing our end-to-end customer experience framework, from establishing the VoC program and enhancing journey mapping capabilities to building a sustainable governance model and culture of customer centricity across the organization.
Kaizen's collaborative approach, attention to detail, and ability to align diverse stakeholders across departments have made a lasting impact on how we understand, measure, and deliver value to our customers. We truly appreciate their partnership and the tangible results achieved through this transformation
Muneera Alsunid
National Center for Government Resources Systems
The National Center for Government Resources Systems (NCGR) extends its sincere appreciation to Kaizen Consulting for their outstanding cooperation and valuable contribution to the success of our initiatives. Their professionalism, commitment, and expertise greatly supported our goals, reflecting a high level of excellence and partnership that we deeply value.
National Center for Government Resources Systems
The National Center for Government Resources Systems (NCGR) extends its sincere appreciation to Kaizen Consulting for their outstanding cooperation and valuable contribution to the success of our initiatives. Their professionalism, commitment, and expertise greatly supported our goals, reflecting a high level of excellence and partnership that we deeply value.
Eng. Ahmed bin Hamad Al-Dakhilallah
Ministry of Human Resources and Social Development
With pride and appreciation, the Ministry of Human Resources and Social Development celebrates achieving the King Abdulaziz Quality Award – Golden Level, and extends sincere thanks to Kaizen Consulting for their valued partnership and contributions that supported our excellence journey and strengthened readiness for future milestones.
Ministry of Human Resources and Social Development
With pride and appreciation, the Ministry of Human Resources and Social Development celebrates achieving the King Abdulaziz Quality Award – Golden Level, and extends sincere thanks to Kaizen Consulting for their valued partnership and contributions that supported our excellence journey and strengthened readiness for future milestones.
Abdulaziz Alboualyan
Mutib Bin Abdulaziz Foundation
Kaizen Consulting demonstrated exceptional clarity in presentation, a well-defined vision, and a balanced methodology aligned with our institution’s aspirations. Their strategic and operational plan for 2026–2030 reflected deep understanding and technical excellence, earning them our full trust to execute the project. We look forward to a fruitful partnership that will deliver a robust strategy, embodying our ambitions and strengthening our readiness for the next stage.
Mutib Bin Abdulaziz Foundation
Kaizen Consulting demonstrated exceptional clarity in presentation, a well-defined vision, and a balanced methodology aligned with our institution’s aspirations. Their strategic and operational plan for 2026–2030 reflected deep understanding and technical excellence, earning them our full trust to execute the project. We look forward to a fruitful partnership that will deliver a robust strategy, embodying our ambitions and strengthening our readiness for the next stage.
Technical Assessment Team
National Housing Company
What sets Kaizen Consulting apart is its ability to measure team integration, enable change, and continuously identify improvement opportunities—driving field effectiveness, eliminating waste, understanding customer needs, enhancing their experience, engaging and involving individuals, setting unified team goals, providing a system to achieve them, and making performance indicators and improvement opportunities tangible and visible.
National Housing Company
What sets Kaizen Consulting apart is its ability to measure team integration, enable change, and continuously identify improvement opportunities—driving field effectiveness, eliminating waste, understanding customer needs, enhancing their experience, engaging and involving individuals, setting unified team goals, providing a system to achieve them, and making performance indicators and improvement opportunities tangible and visible.
Haitham Al-Tuwaijri
Ministry of Human Resources and Social Development
Thank you very much, Kaizen Consulting, for this excellence. We look forward to making a positive impact and promoting a culture of excellence throughout the ministry, as well as achieving the largest possible number of awards. I pray to Almighty God to grant us all abundant success and guidance.
Ministry of Human Resources and Social Development
Thank you very much, Kaizen Consulting, for this excellence. We look forward to making a positive impact and promoting a culture of excellence throughout the ministry, as well as achieving the largest possible number of awards. I pray to Almighty God to grant us all abundant success and guidance.