Christina Ioannidis, CEO of Aquitude Group presented an hour long masterclass to an audience from the Saudi CX Association, presented by Creative Patterns.
The Saudi CX Association gathered in Riyadh on 26th September to hear a presentation from Christina Ioannidis of Aquitude Group about strategies for Customer Experience success in an Omnichannel world. The presentation focussed on delighting customers, not just satisfying them and the positive impact on revenue and value that a customer-centric position delivers.
Truly customercentric organisations can differentiate themselves from the competition in a world where customers have more power. Customers expect representatives of an organisation to be empathetic to customer viewpoints and empowered to fix their problems. This needs to be backed with a single view of the customer through multiple touchpoints and systems.
Christina Ioannidis, Riyadh, September 2023
The event was also a chance for Aquitude to showcase it’s unique ‘Customer Experience Typology Framework’, which allows orgnisations to benchmark the attitudes of individuals, departments, business units and entire organsiations.
Sometimes you will have a ‘Customer Champion’ who will go outside the policy and break the rules to give the customer what they want, but this might not be in the best interests of the business in the long term. A ‘Customer Star’ weighs the impact of delighting the customer with the long term impact on the business and makes decisions that are best for everyone. The Aquitude CX Typology Framework and identify these behaviours and put in place policies that are balanced and in everybody’s best interests.
Christina Ioannidis, CEO Aquitude Group in partnership with Creative Patterns in KSA.
The event was planned in conjunction with the Saudi CX Association and presented by Creative Patterns, Aquitude’s local partner in KSA. Aquitude Group plan to deliver more presentations in the coming months and are officering training to companies who want to learn more.
The next CX training event will be held in Riyadh at the end of November. Get in Touch to learn more.