Aldar. CX Governance and Reporting Framework Implementation

Context, Approach & Methodology

We began by suggesting a governance framework and carefully mapping out the setup and planning phases for Aldar's CX strategy. Initially, we recommended a centralized approach driven by the committee, with plans for decentralization over time. Once the framework was solidified, we focused on establishing a reporting mechanism to monitor CX across all Aldar assets.

Groundwork

From January 2022 to January 2023, we produced over 10 CXC reports, each covering one month. These reports assessed all of Aldar's key business units, including development, commercial, education, and hospitality. The data included Voice of Customer (VOC) insights and mystery audit findings, highlighting areas of success and those needing improvement. 

Each report involved a deep dive into customer feedback and journey analysis. Using a combination of VOC data and mystery audits, we identified key pain points in customer interactions. This allowed us to pinpoint specific areas where CX improvements could be made, where benchmarks can be assessed, and where Aldar was excelling.

Result

Through our continuous assessment and recommendations, Customer Experience (CX) across Aldar's assets significantly improved over the engagement period. The reports became a vital tool for decision-makers, helping them better understand customer needs and optimize their processes accordingly.