Casablanca, April 9, 2025 – ESCDA Maroc (Customer Service of the Year Morocco), a leading authority in measuring and improving customer experience, and APEBI (Federation of Information Technologies, Telecommunications and Offshoring), a key driver of digital transformation in Morocco, formalized a strategic partnership today at a ceremony held at APEBI’s headquarters in Technopark, Casablanca.
A Partnership Dedicated to Excellence
This collaboration aims to raise customer‑service standards across Morocco’s digital sector by focusing on four strategic pillars:
- Standardizing excellence in customer relations through adoption of the rigorous ESCDA Maroc framework in the IT, telecommunications and offshoring industries.
- Fostering collective intelligence via collaborative workshops that bring together APEBI member companies and ESCDA Maroc experts to share best practices and raise awareness of customer‑service criteria across every communication channel (telephone, face‑to‑face, email, social media, website), both locally and internationally.
- Showcasing Moroccan excellence on the global stage by promoting ESCDA‑certified local companies—especially through the label’s annual competition, a showcase of national know‑how.
- Guiding TECH SMEs in adopting a customer‑centric approach by helping them implement ESCDA Maroc’s methodologies and more than 15 key performance indicators for each customer‑interaction channel.
A Shared Vision for a High‑Performance Digital Morocco
At the ceremony, Mr. Redouane El Haloui, President of APEBI, stated:
“This partnership embodies our joint ambition to make Morocco a true digital hub where technological excellence goes hand in hand with relational excellence. By combining our expertise and networks, we will enable Moroccan companies to meet the demands of an ever‑more exacting global market.”
Mr. Yann Dolleans, Associate Director of ESCDA Maroc, added:
“The goal goes beyond mere customer satisfaction: it is to position Morocco as a benchmark for comprehensive digital experience. Through this partnership with APEBI, we are leveraging the ESCDA Maroc label as an internal transformation lever to enhance service quality both locally and internationally.”
