Omnichannel Strategy Endorsed at Board Level-  Insurance Provider, Saudi Arabia

Industry: Financial Services / Insurance Challenge type: Omnichannel CX strategy· 

Governance · Stakeholder alignment Headline outcome: First enterprise-wide omnichannel CX strategy. 15 transformation initiatives prioritised and approved.

The situation A top-tier Saudi insurance provider had CX ambition and pockets of operational excellence - but no unified strategy coordinating digital, physical, and call centre channels. Teams were siloed, data was fragmented, and the 2030 corporate vision had no CX roadmap behind it.

What we did Applied ECC's 5-Step Agile CX Framework. Co-created vision, mission, and strategic objectives aligned to the 2030 strategy. Conducted SWOT analysis, maturity assessment, and stakeholder interviews. Identified and prioritised 15 cross-functional transformation projects. Facilitated two leadership workshops and 30+ working sessions to build genuine buy-in. Established governance, KPIs, RACI, risk management, and change communication plans.

Results First enterprise-wide omnichannel CX strategy — endorsed by leadership and embedded in the 2030 roadmap. 15 initiatives prioritised with delivery framework in place. Executive and functional alignment achieved. Foundation built for accountable, transparent execution.