The National Development Fund (NDF) has successfully concluded its year-long Customer Experience Collaboration Program with a ceremony held yesterday in Riyadh, attended by NDF Governor Stephen Groff and the CEOs of various development funds and banks. The initiative was designed to enhance the beneficiary experience across the development sector.
Launched in October 2024, the program achieved several key milestones. These include conducting 12 customer experience maturity assessments aligned with international best practices, designing over 80 initiatives to improve service quality and close performance gaps, and preparing 12 implementation roadmaps to ensure efficient execution of improvement efforts.
In addition, the program provided training for more than 200 practitioners through five specialized workshops and reviewed 20 customer journeys to create more efficient, flexible, and user-centered services that better align with beneficiary needs and aspirations.
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