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Office
601 Burj Al Salam, Trade Center, Dubai
Transforming Businesses
Our Impact in Numbers
Our services have helped numerous companies achieve significant improvements in customer satisfaction, revenue growth, operational efficiency, employee productivity, and customer retention. With a track record of delivering results, we are committed to transforming businesses.
Touchpoints Transformed
6
Increased efficacy of usage, and improved the perception of information
Profiles Analyzed
36k
Across hybrid journeys using real-time sensors
Pain Points Fixed
30+
Discovered across physical and digital journeys
Quick Facts
What were the challenges & steps we took to overcome them
One Challenge - Four Objectives
The challenge was to understand the achievement of 4 objectives by tracking the attendance, interactions, and satisfaction of customers within the customer happiness centre.
Contributors
Context, Approach & Methodology
Emaar Properties decided to review the efficacy of the Customer Happiness Center in Emaar Square and appointed us to support.
The biggest issue with conducting a research of a customer happiness center / customer care is the nature of numerous touchpoints:
- Digital or Physical
- Online or Offline
- Queuing or Informing
- Guiding or Navigating
And then we have customers themselves with their own views and experiences, and therefore varying satisfaction levels.
The task was clear: to have an overarching view of the customer happiness center and ensure that not a single stone remains unturned.
The Groundwork
We have used Solouq's tech and libraries to implement anonymous analytics, heat and path mapping sensors, found a partner that could help us review communications in the space using scientific methods fast, but keeping behaviors in mind.
The tech showed us where people go, spend time, how often they drop out and where, and at which point they do so. We collected the demographical and behavioral data without even being in the space to then add qualitative insights to the mix and come up with a new model of the customer happiness center.
Six Touchpoints
The investigation and reporting was done across 6 main touchpoints:
- Tellers
- Reception
- Payment Kiosks
- Self-service Kiosks
- Online Portal
- Customer Care Overall
Six Paths to Data
We have collected information using methodologies that varied from manual / qualitative to automated:
- Manual Observations
- Customer Interviews
- Path Mapping
- Heat Mapping
- Anonymous Analytics
- fMRI Analytics
Final Report
Included not just what has to change, but also how exactly the transformation should happen. We have proposed to move touchpoints, add new ones, redistribute traffic flows, change the content and appeal of the communications. All recommendations included very specific guides on how to do it.
The Results
Audience Profiling
Identified who visits the customer care center and when, the type of touchpoints that were frequently accessed by those profile.
Space Consumption
Identified how the space and various touchpoints were used. Made the ones that were redundant actually useful or substituted completely.
Transformation
A new set up was recommended that helped optimize the consumption of the space and services within it.
Project Samples
A few examples of our the work we have delivered
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Experience Echoes
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Satisfied Clients
Hear what our clients have to say about our customer experience projects
You can always expect the best from team Renascence. Hard working. Always share their opinion and recommendations with respect. I really appreciate that as a client.I enjoy bouncing ideas with them.
Ilaria Buonpane
Head of CX
Their passion for CX and drive towards research and innovation leads to unique and relevant methodologies that result in high quality findings. Teams and stakeholders always enjoy interacting with them.
Gregoire Charpe
VP CX
From the beginning they felt like an extension of my team, working alongside and independently engaging stakeholders as well as the supporting functions surpassing my expectations.
Alex Davies
Vice-President
The team is extremely trustworthy. Meeting the deadlines, always proposing improvements and great attitude.
Fernando Sanchez
SVP Innovations
Very proactive & patient experts. Always excellent outcome. Loved working with them.
Ahmed Elsaadi
CX Director
Great, effective team that goes extra miles and provides great service. Very professional & friendly.
Asma Ben Salah
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FAQs
Few questions we frequently encounter in regards to customer experience consulting
What is customer experience consulting?
Customer experience consulting involves helping businesses improve every interaction a customer has with their brand. Consultants analyze customer journeys, identify pain points, and implement strategies to enhance satisfaction, loyalty, and overall customer experience.
Why is customer centricity important for businesses?
Customer centricity focuses on creating positive customer experiences at every touchpoint. It is crucial because it leads to higher customer satisfaction, loyalty, and retention, ultimately driving business growth and profitability.
How can customer experience consulting benefit my business?
Customer experience consulting can benefit your business by providing expert insights into customer behavior, identifying areas for improvement, and developing tailored strategies to enhance customer satisfaction, increase loyalty, and boost revenue.
What are the key components of a successful customer experience strategy?
A successful customer experience strategy includes understanding customer needs and preferences, mapping the customer journey, implementing personalized interactions, gathering and analyzing feedback, and continuously improving processes based on data-driven insights.
How does customer feedback play a role in customer centricity?
Customer feedback is vital for customer centricity as it provides direct insights into customer experiences and expectations. By collecting and analyzing feedback, businesses can make informed decisions to enhance their services and products, leading to better customer satisfaction.
What tools and technologies are used in customer experience consulting?
Tools and technologies used in customer experience consulting include customer relationship management (CRM) systems, customer feedback platforms, journey mapping tools, analytics software, and artificial intelligence (AI) for personalized experiences.
How can businesses measure the success of their customer experience initiatives?
Businesses can measure the success of their customer experience initiatives through key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), customer retention rates, and revenue growth.
What are common challenges in implementing a customer-centric culture?
Common challenges in implementing a customer-centric culture include resistance to change, lack of alignment across departments, inadequate customer data, insufficient training for employees, and difficulty in measuring and analyzing customer experience metrics.
How can personalization improve customer experience?
Personalization can improve customer experience by tailoring interactions, offers, and communications to individual customer preferences and behaviors. This makes customers feel valued and understood, leading to increased satisfaction and loyalty.
What role does employee training play in customer experience consulting?
Employee training is crucial in customer experience consulting as it equips staff with the skills and knowledge to deliver exceptional service. Training programs focus on understanding customer needs, effective communication, problem-solving, and fostering a customer-centric mindset.