Alawwal becomes the first Saudi bank to receive the global standard certification for customer experience
In a move that reinforces its leadership in the Saudi Arabian banking sector, Alawwal Bank (SAB) announced an unprecedented achievement by obtaining the ICXS-2019 Global Standard in Customer Experience certification from the British Standards Institution (BSI). This makes Alawwal the first bank in the Kingdom to successfully meet the requirements of this prestigious certification, reflecting its unwavering commitment to implementing the highest international quality standards in banking services.
This recognition encompasses customer experience practices within the bank's wealth management and retail banking operations. These departments spearheaded the rigorous preparation and evaluation phases in close coordination with various operational units and support teams across the bank. This accreditation serves as internationally recognized certification of the bank's commitment to enhancing performance quality and raising the levels of consistency and reliability in all its customer interactions.
The importance of the global standard and its implications
The ICXS-2019 certification is particularly significant as it is issued by the British Standards Institution (BSI), a leading global body in setting operational excellence standards. Earning this certification is not simply about complying with procedures; it requires demonstrating the ability to deliver a seamless and consistent customer experience that minimizes customer effort and maximizes satisfaction. The Saudi First Bank's success in this test reflects its high competitiveness and its alignment with the latest international banking practices, placing it among the world's leading financial institutions that put the customer at the heart of their strategy.
Alignment with the Kingdom's Vision 2030
This achievement cannot be viewed in isolation from the broader economic context of the Kingdom, as this accreditation represents a significant step forward in supporting the objectives of the Financial Sector Development Program, a cornerstone of Saudi Vision 2030. The program aims to enhance the efficiency of financial institutions, promote financial inclusion, and accelerate digital transformation. Through its ongoing investments in improving customer experience, Alawwal Bank directly contributes to achieving these national goals, reinforcing its role as a key driver of economic development.
Leadership statements and confirmation of commitment
Commenting on this achievement, Ghada Al-Jarboa, Chief Operating Officer at Alawwal Bank, stated: “We are proud that the bank has received the ICXS-2019 global standard certification for customer experience from the British Standards Institution. This accreditation reflects our commitment to providing exceptional customer experiences and fostering a culture of operational excellence across all of the bank’s operations.” Al-Jarboa added that this success is the result of tireless efforts and fruitful collaboration between the wealth management and retail banking teams and the rest of the bank’s departments, further strengthening the bank’s position in the financial sector and supporting its strategic objectives.
In conclusion, this certification represents a pivotal milestone in the journey of Saudi First Bank, not only as proof of its current excellence, but also as an incentive to continue innovating and providing reliable services with high-quality standards, ensuring sustainable growth and customer satisfaction in a rapidly competitive environment.
