Saudi-based manufacturing group, Napco National, has been recognized for its outstanding Customer Experience (CX) Strategy in the Gulf Customer Experience Awards 2018 at Conrad Hotel in Dubai, UAE on 22 January 2019. Napco Flexible Packaging Division, represented by Maher Dabbous, Vice President of Sales, presented the division’s CXM evolution and launch of its ‘Growing Together’ customer-centricity approach to the award jury. Emirates National Bank of Dubai won the CX Strategy Award; other finalists included Al Ahli National Commercial Bank with Collinson Group consultants, Meltwater Media Intelligence, and AXS digital ticketing solution.
Dabbous explains, “The runner-up certificate reflects complete commitment from our group’s leadership, as well as great team work. We collaborated closely with INDEVCO Customer Experience Management consultancy team, who has worked with us since 2015 to set our strategic foundation. We put in place systems for master data management and Voice of Customer programs. We measure the satisfaction and journeys of our customers throughout the GCC, Middle East Africa, and European regions. Our programs work to improve their experience of working and growing with us.”
Maya Merhej, INDEVCO Customer Experience Manager, describes Napco National’s customer experience as world-class. “We’re thrilled to see Napco sharing their experience with the GCC community, as the impact of CX strategy on their business performance has been transformative”. Taline Arakelian represented INDEVCO Customer Experience Management team at the event.
In its aim to successfully implement CX initiatives, Napco Flexible Packaging was supported by division Management Information Systems, Central Marketing team and Mediapak B2B agency in Lebanon and Process Improvement teams in Saudi Arabia.
Gulf Customer Experience Awards program recognizes “inspiring organizations who are delivering an outstanding customer experience” across the GCC region.
About Napco National
Founded in 1956 in Dammam, Saudi Arabia, Napco National aims to create valuable products and customized services for GCC industries, while addressing social needs and taking measures to protect the environment. Napco National plants manufacture and supply plastic, paper, and corrugated raw materials and packaging to diverse industries, as well as produce consumer disposables for retail and away-from-home businesses in the GCC and beyond. Napco sources indigenous raw materials and recycles and regenerates plastic waste into new products.
INDEVCO Customer Experience Manager