Strategy Case Studies

SULTAN ALQAHTANI

CCXP® · CXAD · Seven Years. Saudi Arabia's Toughest Markets.

Want to see problems
flip into opportunities?

FinTech · eCommerce · Consumer Tech · F&B — KSA and beyond.

0
Card Activation
0
Revenue Growth
0
Merchant Churn
0
Lead Conversion
Scroll
Who I Am

I see patterns
others ignore.

'Behind quiet churn'

'Inside unowned touchpoints'

'Beneath metrics that look fine but aren't'

Seven years in Saudi's toughest markets. My job: find what's broken, fix it, and make it move revenue.

My Strategic Pillars
I

Structural Clarity

Make ambiguity measurable. I break complex chaos into actionable frameworks, ensuring every team member knows exactly how their role drives the outcome.

II

Experience Leverage

Turn CX into revenue architecture. I map the customer journey not just for satisfaction, but to identify precise moments where friction can be flipped into profit.

III

Cultural Activation

Align people around execution velocity. Strategy is useless without speed; I foster a culture of proactive ownership to turn insights into implemented results instantly.

Execution Dossiers
Alaan Pay · FinTech · KSA
From Chaos to Loyal Clients
01
Context
  • The only Saudi on ground during market launch.
  • Competitors systematically targeting our warm leads.
  • Clients going cold during the last step of onboarding.
  • The success of expansion hinged on the quality of customer experience.
Intervention
Emergency DeclaredInvited Sales, Marketing, Ops, and Product to an urgent all-hands. Aligned team to boost performance.
Localized Little DetailsEmbedded Saudi Riyal symbol — first fintech to do it. Instant trust and local relevance.
Removed BarriersMapped friction in onboarding, collabed with Ops to automate gaps. Smoother, faster delivery.
Data WarfareIdentified competitor weaknesses in positioning, onboarding, and features. Turned their weaknesses into our advantage.
Bold Impactful InitiativeSent doughnuts & coffee to inactive leads — "still not using our software, you probably need this." Immediate attention and viral engagement.
Card Delivery ExperienceAutomated WhatsApp notifications on delivery. Direct activation link + smart barcodes. Zero friction between received and activated.
Outcome
  • 100% card activation post-automation.
  • WhatsApp automation deployed in under two weeks.
  • 57% of targeted leads converted to loyal clients.
  • Viral social proof: unpaid LinkedIn posts amplified brand organically.
  • CEO and GM recognized my ability to bring order to ambiguity.
"When stakes are high and clarity is low — I thrive."
Zid Platform · eCommerce · KSA
Finding Where Friction Hides
02
Context
  • Merchants churning without a clear reason why.
  • Pain points not showing in reports — the silence was the problem.
  • Support overwhelmed but nobody could pinpoint the source.
Intervention
Mapped The JourneyUsed journey heatmaps and thematic VOC analysis to expose friction nobody was tracking.
Unlocked Amazon IntegrationIdentified it as the highest-impact move for merchant sales and NPS. Pushed it forward fast.
Rebuilt Escalation ArchitectureReplaced a reactive system with structured escalation models built on merchant behavior patterns.
Outcome
  • −17% merchant churn in under 45 days.
  • NPS uplift following Amazon integration rollout.
  • Support shifted from reactive firefighting to predictive intervention.
"I look where friction hides — in silence, not just in complaints."
Amazon · Global Ops · KSA
Moving the Unmovable
03
Context
  • Morale tanking silently across the floor.
  • Dense guides customers weren't reading — tickets piling up.
  • Floor-level suggestions buried before reaching leadership.
Intervention
Killed The GuidesReplaced dense docs with short instructional videos. Customers stopped needing support for common issues.
RCA WorkshopsRan root cause analysis on the floor. Exposed systemic defects, gave teams a structural language for problems.
Built a Proactive PlaybookMapped defect trends across high-impact SKUs. Teams could intervene before issues reached customers.
Advised the Regional DirectorLaunched feedback loops and cultural recognition programs. One recommendation approved and shipped.
Outcome
  • −25% issue resolution time post-RCA workshops.
  • 2 out of 2 proposals — both approved and shipped.
  • Team morale visibly shifted across the floor.
"If people won't read, build experiences they don't need to read."
LG Electronics · Consumer Tech · KSA
When Numbers Speak Louder Than Hesitation
04
Context
  • High operational costs, uncertain market appetite.
  • Product teams stuck in indecision — no localized data.
  • A product with real potential sitting in limbo.
Intervention
Built a Market-Sensing DashboardMapped regional demand potential vs operational investment. Turned hesitation into a structured decision.
Went Deep on KSA ContextIntegrated demographic fit, purchasing behavior, smart home adoption, and remote working trends.
Connected CX to Supply ChainBridged customer interest signals from sales, support, and retail ops into inventory and logistics planning.
Outcome
  • Launch greenlit — hesitation replaced by data-backed confidence.
  • Dashboard confirmed KSA was the perfect market for the product.
  • Became known as the person who weaponizes insight into decisions.
"CX doesn't stop at satisfaction scores — it drives what lands on the shelf."
McDonald's USA · Operations · Part-Time
Systems Thinking at 18
05
Context
  • KPIs looked green. Metrics were fine. Something was still off.
  • CRM specialists each had unspoken strengths nobody was using.
  • Every call routed randomly — erasing individual edge entirely.
Intervention
Shadow InvestigationObserved specialist behavior patterns across call types. Mapped who was actually best at what.
Skills-Mapping MatrixDesigned a routing system matching call types to specialist strengths. No software. No budget. Pure intelligence optimization.
Outcome
  • Customer satisfaction rose post-implementation.
  • Resolution time dropped as specialists handled their strongest case types.
  • Internal morale surged — people felt seen for what they were actually good at.
"I don't need permission to fix what's broken. I see it, I act, I improve."
Just Taco · F&B · KSA · Pro Bono
Free Work. 400% Growth. No Apologies.
06
Context
  • Small local brand stuck at 8K SAR daily revenue.
  • Invisible on social. No budget. No strategy.
  • No contract. No fees. Just belief.
Intervention
Reframed The ProductStopped selling a taco. Started selling an identity. Gave the brand cultural personality.
Zero-Budget UGC CampaignBuilt content strategy around storytelling, humor, and street-level intimacy. Customers became creators.
Built Community Not AudienceEngineered advocates who made the brand part of their personal identity. Organic, sustained, self-growing.
Outcome
  • 400% revenue growth — 8K SAR to 46K SAR daily.
  • Brand became a local legend with sustained organic engagement.
  • Zero budget. Full results.
"I don't need a contract to deliver excellence. If I believe — I go all in."
By The Numbers

Impact Metrics.

0
Card activation rate achieved post-automation.
Alaan Pay
0
Revenue growth, zero budget.
Just Taco
0
Merchant churn halted in 45 days.
Zid Platform
0
Issue resolution time via RCA.
Amazon