At Al Masaood Automobiles, we have spent the past years asking ourselves tough questions. How do we move beyond transactions? How do we make customers feel heard, valued, and respected, not just in service but in every interaction? As a team, we chose to listen with intent, challenge our assumptions, and do the hard work.
This month, that commitment paid off. We were named the Leading Customer-Centric Organisation in the MENA region for 2025 at the prestigious CX and Loyalty Summit—an award that recognises companies where customer satisfaction is not just measured, but lived.
Previous winners include regional heavyweights like Virgin Mobile UAE and e& (Etisalat). Since the event's inception in 2022, participating organizations have included Dubai Police, Dubai Airports, Emaar, and Nakheel.
At the heart of this achievement is our Customer Centricity Advocacy Programme, a key pillar of the Falcon 2.0 strategy. One that gave us the structure to rethink how we operate, helping us align teams, digitise touchpoints, introduce advanced experience intelligence tools, and most importantly, invest in what matters most: people.
The true significance of this lies in the deeper shift we have made, from reactive service to proactive care, from process-led routines to people-first action.
We have built a strong foundation and seen consistent progress. Every AMA Falcon brought energy and discipline to the strategy, took action to create value, and as a result, we have achieved year-on-year growth across all our customer performance metrics.
And while we are proud of how far we have come, we know the journey is far from over.
This is just the beginning. We will continue to embed CX as a strategic pillar and keep thinking "Customer First" to keep delivering experiences that are measurable, memorable, and meaningful.
Thank you to every AMA Falcon member who made this possible.