IDCXS, International Digital Customer Experience Standard 2021,2022,2023

The International Digital Customer Experience Standard (IDCXS) project was launched to enhance customer experience (CX) and elevate customer happiness through digitalization efforts. DEWA embarked on implementing this international standard in 2021, with the aim of streamlining customer-facing processes and ensuring excellence in digital service delivery. The project culminated in DEWA's certification in 2022, achieving a remarkable score of 100%.

Objectives:

1. Apply a Systematic Approach for Customer Experience Digitalization: Implement the IDCXS framework systematically to digitalize customer interactions and enhance overall CX.

2. Enhance Operational Efficiency and Effectiveness: Improve operational processes to increase efficiency and effectiveness, leading to greater customer happiness and loyalty.

3. Maintain Excellence with a 100% score: Sustain the score of 100% achieved during certification and position DEWA as the first entity globally to accomplish this prestigious standard.

4. Adopt New Standards: Stay abreast of evolving standards by adopting the latest IDCXS standard issued in 2023, ensuring continued excellence in digital customer experience.

Key Milestones and Achievements:

1. Awareness and Training for Team: Conducted three comprehensive training sessions to equip all team members with the knowledge and skills required to contribute effectively to the IDCXS project. Over 473 employees from various divisions participated in these sessions, ensuring widespread understanding and engagement.

2. Mock Assessment: Conducted a simulated assessment to identify and address any weaknesses or areas for improvement before the actual audit, ensuring readiness for the certification process.

3. Preparation for Assessment: Developed and rehearsed presentations for the audit, ensuring clarity in outlining processes and achievements. The audit, conducted by BSI Team, was meticulously prepared to demonstrate DEWA's adherence to the IDCXS framework.

The IDCXS project attained an exceptional score of 99.5%, in 2023 signifying the successful realization of all project goals and objectives. DEWA's achievement as the first entity globally to achieve this standard underscore its commitment to excellence and innovation in digital customer experience. The active participation of all divisions in the audit facilitated this impressive score, reflecting DEWA's dedication to continuous improvement and customer-centricity.

DEWA's accomplishment in implementing the IDCXS framework demonstrates its leadership and commitment to delivering exceptional digital customer experiences. Moving forward, DEWA remains dedicated to upholding the highest standards of customer service and digital innovation, ensuring continued excellence in the energy and utilities sector.