It is with immense pride and delight that we announce the success of our most recent Zainiac event, our ‘Live the Customer Journey’ sprint. To conclude the ‘Customers First’ campaign, we took our Zainers on a journey far from their day-to-day and encouraged them to put themselves in the shoes of our customers. To enable them to immerse themselves in the Zain customer experience, we bused everyone to Zain’s newest Mega Branch at BiBi Tower in Salmiya. There, we observed the customers as they visited the branch, brainstormed their pain points, and began to visualize different ways to solve them. The Zainers were also able to tap into their own experiences as customers and the features they wished were available to them. This event was designed to equip our Zainers with the lens and mindset of a customer so that they could better understand their needs and behaviors.

On the way back, it was time to step back into the innovative mindset Zainers are known for. We discussed creative solutions to enhance our customers’ experience across our touchpoints - in stores, online, and on the Zain app. However, to truly ‘live the customer journey’ doesn’t happen overnight, as it takes months of meticulous planning and determination. We believe this event was a great start and we are already seeing this new perspective propel Zain’s innovation forward. The participants have already submitted many amazing ideas; many of which are already under consideration. The passion of our Zainers is helping us foster a culture of innovation and collaboration and we look forward to seeing this continue to grow.