Customer Experience · Digital Growth · AI

Every experience
creates impact.

A Saudi customer experience & digital growth partner — we measure what customers feel, improve every interaction, and turn it into measurable growth.

Create an Experience Explore Services
Measure•Improve•Grow

Every channel. One conversation. People, smarter with AI.

We connect the contact center, social platforms and CRM into a single view of the customer — where AI handles speed and scale, and human intelligence brings empathy and judgment.

  • Omnichannel Contact CenterVoice, chat, social & email — one seamless queue.
  • AI CopilotsSmart routing, sentiment, summaries & next-best-action.
  • Unified CRMOne customer profile across every touchpoint.
  • Human IntelligenceEmpathy, judgment and real relationships.
Human
+ AI

“Where's my order?”

Intent: reorder · Sentiment ▲

“Loved the service ⭐”

Measure. Improve. Grow.

Not a one-off project — a continuous loop that keeps the growth flywheel turning.

1
01 Understand

Measure

Understand customers, journeys, behavior, feedback and performance.

  • VoC
  • Journeys
  • Analytics
2
02 Optimize

Improve

Redesign experiences, optimize touchpoints and remove friction.

  • Redesign
  • Automation
  • Service
3
03 Scale

Grow

Turn better experiences into loyalty, conversion, reputation and growth.

  • Loyalty
  • Conversion
  • Reputation
↻ A continuous growth loop — measure again, improve again, grow again.

What we do.

Four connected services — from strategy to daily operations.

01 CX Advisory

CX Advisory & Transformation

From customer insight to business transformation.

  • Strategy
  • Journey Mapping
  • VoC
  • Governance
02 Digital Engagement

Digital Experience & Engagement

Every digital interaction, on brand.

  • Social
  • Content
  • Reputation
  • Campaigns
03 CX Technology

CX Technology & Intelligence

Turn customer data into action.

  • Listening
  • Analytics
  • Automation
  • AI Insights
04 Managed Operations

Managed Customer Operations

We don't just advise — we operate the experience.

  • Contact Center
  • Digital Care
  • Quality
  • Support

Point. Transform. Feel the impact.

Hover any metric below — and watch what the power of Impact Experience does to it.

Every interaction creates an experience — and every experience creates an impact.

CSAT 0% ▲ 8.2 pts
NPS 0 ▲ 21
First Contact Resolution 0% ▲ 14%
Avg. Handle Time 0m ▼ 46%
CES 0 ▼ Easier
Churn Rate 0% ▼ 61%

CSAT & NPS Trend

Live
⚡ Impact applied
CSAT NPS Last 6 months

Sentiment Mix

68%Positive
  • Positive 68%
  • Neutral 21%
  • Negative 11%

Volume by Channel

  • WhatsApp42%
  • Instagram23%
  • Calls18%
  • X10%
  • Email7%

The Impact Engine

Working 24/7
MeasureCollect signals
AnalyzeAI + analytics
RCARoot cause
ActFix & automate
ImproveRe-measure
0Data points analyzed
0Root causes identified
0Actions launched
0Automations live
0Insights delivered
Analyzing conversations…

Root-Cause Analysis & Actions

Auto-generated by Impact Experience
  • Long IVR wait timesRoot cause: peak-hour routing gap → smart callback + rerouting deployed
    Resolved
  • Billing page confusionRoot cause: unclear invoice copy → UX rewrite + tooltip, A/B testing
    In progress
  • Delivery complaint spike — RiyadhRoot cause: carrier SLA breach → escalation + backup carrier onboarding
    In progress
  • Negative sentiment on launch tweetsDetecting driver: pricing perception → response playbook drafted
    Analyzing

A calm dashboard is the result of loud, continuous work — measuring, analyzing, finding root causes and acting, every single day.

Let's create an experience
that makes an impact.

Customer Experience • Digital Engagement • Technology • Managed Services

Abdulaziz@impactexpe.com +966 59 399 9929