We believe that public service customers should have the best experience whenever interacting with a product or service.
In the Middle East, Serco ExperienceLab uses the latest research, data and behavioural insights to help clients transform customer experience (CX) through human-centred design – a powerful catalyst for positive change and sustainable improvement.
Since 2022, ExperienceLab Middle East has been working with Osool, a leading property management company in Saudi Arabia. Osool impacts the lives of more than c.1million Saudis every day – accountable for managing the premises in which they live, work or shop.
Part of a much broader best practice transformation programme – central to which is an Osool commitment to contribute positively to service user wellbeing – our ExperienceLab colleagues crafted a wholly new CX strategy that Osool believes will be a significant differentiator going forward.
Embedded in the customer organisation, our colleagues engaged directly with service user communities to understand their needs, developing a bespoke detailed model for property management excellence wrapped tightly around customer care and community wellbeing.
The team are continuing their work in 2024, building on the above foundations with development of a comprehensive 'Customer Happiness Program' – comprising multiple strategic solutions designed to drive engagement and enhance satisfaction, establishment of an Osool CX Center of Excellence, and the launch of CX training for management and frontline staff.