Customer Experience Solutions: CX Programs, Journey Mapping & NPS Insights
Customer experience CX is no longer just a support function — it’s a competitive edge that drives growth, loyalty, and retention.
At IBS, our CX solutions are designed to help businesses deliver memorable, consistent, and data-driven customer experiences across every channel.
Whether you’re launching a new customer journey strategy or improving an existing one, we provide the tools and expertise to gather real customer insights, optimize interactions, and increase customer satisfaction at every touchpoint.
Customer experience (CX) is no longer just a support function — it’s a competitive advantage. Leading organizations invest in customer journey mapping and deep engagement strategies to foster loyalty and increase revenue. According to Gartner, over 70% of CX leaders struggle to design experiences that drive loyalty and measurable outcomes. By partnering with IBS CX Solutions, you get a structured, data-driven approach that aligns customer touchpoints with strategic goals, backed by proven methodologies.
Our Customer Experience Specializations
CX Program Implementation
Build a centralized, efficient, and customer-focused experience management system
Integrate feedback forms, live chat, WhatsApp, and helpdesk tools
Centralize complaint tracking from all communication channels
Automate ticket assignments and follow-up workflows
Connect with CRM and customer support tool
CX Maturity Assessment
Know where you stand — and where you need to grow.
Evaluate the structure, performance, and gaps in your current CX framework
Benchmark against leading standards and practices
Get a strategic roadmap for CX improvement
Customer Journey Mapping
Visualize your customer’s journey, from first contact to post-sale support
Identify key moments of interaction and friction
Align touchpoints with business goals and customer needs
Build a better, smoother experience for every user type
CX Matrics Program
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Implement NPS, CSAT, CES, and other CX measurement tools
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Track and analyze feedback across key customer touchpoints
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Turn CX data into clear actions to boost satisfaction and loyalty
The Benefit of CX Solutions
- Better engagement through structured interactions
- Reduced customer complaints and improved service quality
- Stronger brand loyalty and higher satisfaction metrics
Why IBS?
Specialized in Saudi customer behavior and expectations
Holistic, cross-channel CX design and integration
Results-focused: retention, satisfaction, advocacy
Experienced in both B2B and B2C sectors
A CX strategy outlines how your business will deliver consistent, valuable experiences across all customer touchpoints. It’s critical for driving loyalty, retention, and growth.
If your customers are leaving bad reviews, switching to competitors, or not engaging with your brand — you likely need a structured CX program to identify and fix these issues.
Customer service is reactive support; CX is the proactive design of every interaction across the customer journey to maximize satisfaction and loyalty.
Key metrics include Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). These help you measure customer sentiment and touchpoint effectiveness.
Yes. We build and implement NPS programs, analyze the feedback, and develop action plans to improve customer loyalty and advocacy.
It helps visualize customer pain points, align internal efforts with customer needs, and reduce friction across the journey — boosting satisfaction and operational efficiency.
A CX maturity assessment evaluates your current practices against best-in-class standards, revealing gaps and giving you a roadmap for improvement.
Not at all. In B2B, CX can directly impact retention, referrals, and long-term revenue. A strong CX strategy gives you a competitive advantage regardless of industry.
Ready to Transform Your Customer Experience?
Let’s build a journey your customers will remember — for all the right reasons.
