A regional leader in hyperscale data infrastructure, this organization enables enterprises and governments to power their digital ambitions with secure, scalable, and energy-efficient data center solutions. With a rapidly growing portfolio across the Middle East and North Africa, it plays a critical role in supporting high-density computing, AI, and cloud-first transformation strategies.

Fragmented CX approach risked customer loyalty and market differentiation  

As a leading data center operator trusted by some of the world’s largest hyperscalers, the client had built a reputation for operational excellence. Yet, internally, leadership identified a critical gap—its customer experience (CX) approach was fragmented, inconsistently applied across teams, and lacked clear ownership. These shortcomings posed significant risks to client satisfaction, loyalty, and long-term differentiation in an increasingly competitive market.

With rising expectations from enterprise clients and mounting pressure to deliver world-class service, the organization recognized the need to benchmark its CX maturity against global leaders and craft a unified, strategic roadmap to deliver consistent, high-impact experiences across every customer touchpoint.

Laying the foundation for a scalable, customer-centric growth

To address the fragmented customer experience and unlock long-term service excellence, Twimbit led the organization through a meticulously crafted, three-phase transformation journey—designed to turn insights into action and vision into measurable progress.

Phase 1: Diagnosing the disconnects: The journey began with a deep-dive diagnostic phase. Twimbit conducted in-depth interviews across core business units—including technology, service delivery, construction, HR, procurement, and sales. These conversations surfaced critical gaps: CX efforts were disjointed, responsiveness was delayed, and internal processes were mired in red tape. This phase offered a clear-eyed view of the organization’s current-state CX maturity and internal pain points—laying the foundation for targeted intervention.

Phase 2: Benchmarking against global leaders: Next came a comprehensive benchmarking exercise, comparing the client’s CX approach with that of 15–20 of the world’s leading data center companies. Through robust market research and best-practice identification, Twimbit provided the leadership team with a global perspective—highlighting what "great" looks like and where the organization stood in contrast. This external lens sharpened internal awareness and built urgency for change.

Phase 3: Turning insight into impact: Armed with internal diagnostics and global insights, the final phase focused on action. Twimbit translated findings into a phased and practical roadmap—defining clear priorities and next steps. At the heart of this roadmap was the recommendation to adopt a unified CX platform, enabling consistency, responsiveness, and a more seamless client experience across every touchpoint.

Transformational results through enhanced customer experience strategies  

These targeted initiatives laid the foundation for a more connected, consistent, and client-centric experience—driving stronger relationships, streamlined operations, and long-term CX maturity-

• Reinforced key client relationships: Targeted outreach to dissatisfied clients led to strengthened relationships and renewed trust, improving retention and client satisfaction.

• CX platform implementation in motion: The organization began evaluating and shortlisting unified CX platforms, aiming to streamline service delivery and boost customer interactions.

• Actionable 12-14 month roadmap: Leadership gained a clear, phased transformation plan with prioritized initiatives to elevate CX maturity across the business.

• Enhanced internal collaboration: Cross-departmental insights and workshops fostered stronger alignment, breaking down silos and ensuring consistent CX ownership.

• Stronger employee engagement strategy: Recommendations to assess internal satisfaction empowered the HR and CX teams to co-create initiatives that link employee experience with customer success.

​Through this strategic partnership, Twimbit not only enhanced the data center leader's customer experience capabilities but also established a scalable framework for sustained industry leadership.