Riyadh, Saudi Arabia, is experiencing a significant transformation as it embraces a citizen-centric approach. As the capital city aligns with Saudi Arabia’s Vision 2030, prioritizing exceptional citizen experiences has become a central focus for the Riyadh Municipality.

In this interview, we gain insights from Mr. Abdulaziz Alosime, a renowned Consultant specializing in Strategy Planning, Performance Measurement, Projects Management, and Customer Experience. Serving as the Advisor & General Director of Customer Experience for the Riyadh Municipality, Mr. Abdulaziz has played a pivotal role in spearheading the citizen-centric approach, positioning himself as a driving force behind Riyadh’s journey toward becoming a more citizen-focused city.

As the Deputy Chairman of the Board of the Customer Experience Association in Saudi Arabia, Mr. Abdulaziz’s leadership and groundbreaking work, including publishing the first book on customer experience in Arabic, underscore his authority in the field. His strategic vision has enabled the Riyadh Municipality to implement data-driven approaches, gaining real-time feedback and enhancing resident experiences. With Abdulaziz Alosime at the helm, Riyadh’s future holds great promise as a dynamic and attractive destination that puts its residents at the heart of its development journey.

Riyadh Municipality Citizen Experience

New Metrics: Welcome, Mr. Alosime. We are delighted to have you here today. Your expertise has been instrumental in Riyadh’s journey towards citizen-centricity. Can you share the key strategies you implemented in the strategic plan for the Riyadh Municipality’s citizen experience improvement?

Abdulaziz Alosime: In our strategic plan for enhancing the citizen experience at the Riyadh Municipality, we adopted a data-driven approach. We conducted thorough citizen journey mapping exercises, engaging directly with our citizens and gathering feedback through focus groups and surveys. This allowed us to identify pain points and areas for improvement. Based on this data, we implemented a cross-functional collaboration model, breaking down silos and encouraging various departments to work together to deliver seamless citizen experiences. We also invested in employee training programs to enhance their customer service skills and empathy towards residents. Additionally, we leveraged advanced technology to automate and streamline processes, reducing response times and increasing efficiency. By aligning our strategies with resident needs and expectations, we achieved tangible improvements in citizen satisfaction and service quality.

We implemented a cross-functional collaboration model, breaking down silos and encouraging various departments to work together to deliver seamless citizen experiences.

Abdulaziz Alosime

Citizen Experiences Challenges

New Metrics: What were the common challenges the Riyadh Municipality faced while striving to enhance citizen experience, and how did you overcome them?

Abdulaziz Alosime: One of the biggest hurdles we faced was organizational resistance to change. To tackle this, we launched an internal communication campaign emphasizing the importance of citizen-centricity. We wanted everyone to understand how it could positively impact the municipality’s reputation and operational efficiency.

We made sure to involve all employees in the feedback analysis process, showing them how their contributions were directly driving improvements. This approach significantly boosted buy-in and support for our citizen experience initiatives.

Another challenge we encountered was the fragmentation of citizen data across various systems. To address this, we decided to implement a unified CRM system. This move allowed us to centralize citizen information, giving us a holistic view of resident interactions. With this newfound perspective, we were able to personalize services and responses, ultimately enhancing the overall citizen experience.

Citizen Experience and Vision 2030

New Metrics: In the context of Saudi Arabia’s Vision 2030, how do you envision citizen experience playing a pivotal role, especially in terms of economic diversification and sector enhancement?

Abdulaziz Alosime: In the context of Saudi Arabia’s Vision 2030 and the pillars outlined by the Riyadh Municipality, citizen experience becomes a crucial driver for economic diversification and sector enhancement. As we strive to build a more vibrant, sustainable, and prosperous environment, delivering outstanding citizen experiences becomes integral to our strategy.

Vision 2030 lays out Riyadh’s ambition to become a thriving metropolis, focusing on pillars like economic diversification, quality of life improvement, and urban development. Our approach centers on optimizing services and ensuring seamless interactions to create an environment that attracts investments and fosters economic growth. This citizen-centric approach has not only boosted resident satisfaction but also improved the perception of the municipality’s services. This, in turn, builds public trust and engagement, directly contributing to Vision 2030’s goals of economic prosperity and diversification.

Moreover, Riyadh’s Vision 2030 strongly emphasizes enhancing residents’ quality of life, bettering public services, and promoting cultural and recreational activities. Prioritizing the citizen experience helps us create a more inclusive and vibrant community, aligning perfectly with the core principles of Saudi Arabia’s Vision 2030.

By embracing new technologies and data-driven strategies, we are elevating the overall quality of life and positioning Riyadh as a hub of modernity and innovation. By aligning our efforts with Vision 2030’s objectives, we actively contribute to the city’s transformation into a global center for trade, culture, and tourism. This, in turn, will fuel economic growth and sector enhancement in the years to come.

Riyadh Municipality and Citizen Experience Achievements

New Metrics: Can you share any success stories or notable achievements from your recent work in improving citizen experience at the Riyadh Municipality? What were the outcomes and impact of these initiatives?

Abdulaziz Alosime: One of our noteworthy successes was our initiative to improve service response times. We implemented an automated ticketing system to efficiently route resident inquiries and service requests to the relevant departments. This led to a significant reduction in response times, resulting in a measurable increase in citizen satisfaction.

Furthermore, our focus on delivering personalized services based on resident preferences and needs contributed to higher levels of engagement and loyalty. These efforts were reflected in the positive feedback from residents, increased participation in community events, and a marked improvement in the municipality’s image.

Our data-driven approach allowed us to continually monitor and refine our strategies, resulting in sustained improvements in citizen experience metrics.

Customer Experience Book Publications

New Metrics: What motivated you to publish the first book on customer experience in Arabic? Could you share some insights into the content of your book and the key concepts or strategies it covers?

Abdulaziz Alosime: The primary motivation behind publishing the first book on customer experience in Arabic was to address a pressing need for comprehensive resources in our native language. My goal was to offer practical advice and real-life examples that Arabic-speaking professionals could readily apply to their work.

In my recently published second book, I went beyond theoretical frameworks, integrating practical examples and real-world case studies from my own experiences. The aim is to empower readers to drive meaningful changes within their organizations and institutions by sharing these real-life contexts.

The book encompasses fundamental concepts in customer experience management, with a strong emphasis on aligning the entire organization with a customer-centric focus. Exceptional customer experiences necessitate a holistic approach that involves every department and employee within the organization. One of the areas I explored in depth is the establishment of effective customer feedback programs. Listening to the customer provides invaluable insights that shape decision-making and fuel continuous improvement.

Another critical aspect covered in the book is the utilization of data analysis. I discuss how data-driven strategies guide meaningful improvements and efforts to exceed customer expectations. Additionally, I elaborate on the design of seamless customer journeys that prioritize ease and convenience. Crafting enjoyable experiences at every touchpoint enhances customer satisfaction and loyalty.

The book underscores the imperative of fostering a customer-centric culture within organizations and cultivating a mindset of continuous improvement as the foundation of success.

Ultimately, my books equip Arabic-speaking readers with practical, actionable guidance and tools to elevate customer experience standards. By implementing these strategies, professionals can make a positive impact, enhance customer satisfaction, and position their organizations as leaders in delivering exceptional customer experiences.

Empowering Women in Customer Experience

New Metrics: As the Deputy Chairman of the Board of the Customer Experience Association in Saudi Arabia, could you share specific initiatives or efforts you have championed to empower women in the customer experience field?

Abdulaziz Alosime: In my role as Deputy Chairman, we have proactively undertaken initiatives to empower women in the customer experience field. We are committed to promoting gender diversity and inclusion within the association’s leadership. To achieve this, we’ve introduced mentorship programs that pair aspiring women professionals with experienced CX practitioners.

Furthermore, we organize specialized workshops and seminars that address the unique challenges and opportunities women encounter in the industry. We strongly encourage female participation as speakers and panelists at our conferences, providing them with a prominent platform to showcase their expertise and insights.

Our dedication to championing these initiatives reflects our commitment to creating a supportive ecosystem that nurtures the growth and success of women in the CX field.

We are committed to promoting gender diversity and inclusion within the association’s leadership.

Abdulaziz Alosime

Transformative Influence of Women in Customer Experience

New Metrics: How do you see the role of women evolving in the field of customer experience, reflecting the significant focus on women’s empowerment in various sectors in Saudi Arabia?

Abdulaziz Alosime: The focus on women’s empowerment across various sectors in Saudi Arabia has had a transformative impact on customer experience. We are currently witnessing a notable increase in the representation of women in leadership roles within CX, and their unique communication and empathetic skills are proving crucial in delivering exceptional customer experiences.

Women are now pivotal in driving innovation and elevating customer service standards, resulting in heightened resident satisfaction. The ongoing efforts to support and empower women within the CX field foster more diverse and inclusive practices, ultimately creating an environment characterized by growth and excellence.

As gender barriers continue to diminish, I anticipate that women will continue to make substantial contributions, significantly shaping the future of customer experience in the Kingdom.

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Riyadh’s commitment to citizen-centricity and exceptional customer experiences is propelling the city toward a more vibrant and prosperous future. As the municipality aligns with Saudi Arabia’s Vision 2030, we anticipate continued economic diversification, urban development, and improved quality of life advancements. Through innovative strategies and a strong focus on fostering a customer-centric culture, Riyadh is poised to become a leading example of a modern, inclusive, and citizen-oriented city in the region. With Abdulaziz Alosime’s visionary leadership and dedication, Riyadh’s future holds great promise as a dynamic and attractive destination that puts its residents at the heart of its development journey.

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