Share your brief with us
Contact Renascence
Feel free to reach out to us. We love receiving messages & calls.
Thank you! Your message has been received!
Oops! Something went wrong. Please try again.
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.
Customer Types
8
Categorized across SODIC’s diverse business units for targeted CX strategies.
Engagement Sessions
46
Stakeholder Engagement Sessions
Painpoints Addressed
400+
Identified and resolved pain points across 76 customer journey steps.
Quick Facts
SODIC, a prominent real estate developer in Egypt, sought to transform its customer experience (CX) to differentiate itself in a highly competitive market.
The goal was to create a holistic CX strategy that would enhance customer satisfaction and loyalty, align with SODIC’s business goals, and foster a customer-centric culture.
Despite its strong market position, SODIC faced several challenges in delivering a consistent and compelling customer experience. These challenges included gaps in understanding customer needs, misalignment between offerings and expectations, ineffective customer touchpoints, and internal capabilities that did not fully support a customer-centric approach. To address these issues, SODIC partnered with us to develop a CX strategy.
Contributors
No items found.
Context, Approach & Methodology
Our approach to developing a tailored CX strategy for SODIC involved several key steps:
- CX Maturity Assessment: Evaluating SODIC’s current state across various dimensions to identify gaps and areas for improvement.
- Stakeholder Engagement: Conducting 46 interviews and workshops with key stakeholders to gather insights and align on the strategic vision.
- Market Analysis and Benchmarking: Analyzing digital insights and customer behaviors in the Egyptian market, including social media usage patterns and main reasons for customer engagement.
- Customer Segmentation: Identifying and prioritizing customer segments based on their needs, drivers, barriers, actions, and services sought, covering residential, commercial, and mixed-use property investors, as well as dormant owners and indirect tenants.
- Strategy Development: Creating a detailed CX strategy that includes a value proposition, route to customers, VoC program, and a one-stop-shop app.
- Governance Model and Implementation Plan: Establishing a CX governance model and a phased implementation plan with clear roles, responsibilities, and timelines.
Groundwork
- CX Maturity Assessment: We conducted a bespoke CX maturity assessment focusing on:
- Customer Understanding: Analyzing SODIC’s depth of customer insights and alignment with evolving needs.
- Value Proposition and Offerings: Evaluating how well SODIC’s products meet customer expectations.
- Route to Customer: Assessing the effectiveness of customer touchpoints and communication channels.
- Capabilities and Culture: Reviewing internal capabilities to support a customer-centric approach.
- Execution: Measuring the effectiveness of current CX initiatives.
- This assessment identified over 400 pain points across 76 journey steps.
- Stakeholder Engagement: Engaged SODIC’s leadership through 46 interviews and workshops, fostering alignment on strategic vision and identifying customer pain points.
- Market Analysis and Benchmarking: Detailed analysis focused on:
- Social Media Usage: Understanding the most used platforms and reasons for customer engagement.
- Customer Behavior Trends: Analyzing preferences to inform strategy development.
Analysis
- Customer Segmentation: Conducted segmentation, defining distinct groups such as:
- Residential Customers: Buyers and tenants of residential properties.
- Commercial Customers: Businesses and investors in commercial properties.
- Mixed-Use Property Investors: Investors in both residential and commercial properties.
- Dormant Owners: Those who own but do not actively use properties.
- Indirect Tenants: Indirectly involved with residential and commercial spaces.
- This segmentation allowed us to tailor the CX strategy for specific customer groups.
- Strategy Development: Developed a CX strategy including:
- Value Proposition: “At SODIC, we deliver on our promise, creating diversity to fulfill different customer needs.”
- Route to Customers: Streamlined approach to touchpoints and communications.
- VoC Program: Real-time program to gather and act on customer feedback.
- One-Stop Shop App: An app designed to provide a seamless customer experience across various stages.
- Governance Model: Established a governance model with elements such as:
- Leadership & Accountability: Defined roles for CX leadership.
- Strategy & Planning: Developed a strategic plan aligned with business goals.
- Policies & Guidelines: Created consistent CX policies.
- Metrics & Measurement: Implemented metrics to measure CX effectiveness.
- Technology Recommendations: Identified the best technologies for project management, survey collection, feedback analysis, and reporting.
- Best Practices for CX Excellence: Provided guidelines covering company culture, staff involvement, organizational structure, and data usage.
Result
The implementation of the CX strategy for SODIC led to significant improvements in customer satisfaction and engagement. Key results included:
- Enhanced Customer Understanding: Deeper insights into customer needs enabled targeted engagement strategies.
- Improved Customer Touchpoints: Streamlined communication channels resulted in a seamless experience.
- Increased Customer Loyalty: Tailored initiatives fostered greater customer loyalty and advocacy.
- Effective Governance and Continuous Improvement: The governance model ensured ongoing oversight and refinement of CX initiatives.
- Successful Implementation of VoC Program and App Development: Enhanced customer feedback collection and engagement strengthened SODIC’s customer-centric approach.
Project Samples
A few examples of our the work we have delivered
No items found.
Experience Echoes
Similar case studies
Check similar case studies from other brands
Msheireb Downtown Doha. Customer Loyalty Program Experience Journeys
We revamped Msheireb's loyalty program by redesigning tailored customer journeys for residential tenants, visitors, and commercial tenants. This project included mapping out key stages—such as discovery, lease, and renewal—across all segments to enhance engagement and ease of use.
Msheireb Downtown Doha. Customer Loyalty Program Strategy
We developed a loyalty program for Msheireb Properties in Qatar to boost customer retention and drive revenue. The program featured a 9-stage customer journey, segmented by customer archetypes, and incorporated a closed-loop feedback strategy using NPS, CSAT, and CES surveys.
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
VP Communities
Transform your business with us
Discover how our consulting services can drive growth and success for your company.
Renascence Blogs
Experience Journal
Discover the latest industry trends and expert insights in our blog.
Marketing
The Power of Storytelling in Marketing
Learn how storytelling can elevate your marketing strategy.
Technology
The Future of AI in Business
Discover how AI is transforming industries and shaping the future.
%20in%20Healthcare.%20A%20Cure%20for%20Patient%20Pain%20Points.webp)
Customer Experience
Customer Experience (CX) in Healthcare: A Cure for Patient Pain Points
This article explores how healthcare systems—from public hospitals to private clinics and health-tech platforms—are using Customer Experience (CX) to eliminate pain points and deliver care that is not only clinical, but also cognitively and emotionally coherent.
%20Trends%20in%202026.%20What%20to%20Expect.webp){kind=spacer}
Digital Transformation
Digital Transformation (DT) Trends in 2026: What to Expect
This article explores the leading DT trends of 2026—not predictions, but practical shifts happening now across CX, EX, and operational models in the Middle East and globally.
Behavioral Economics
Behavioral Economics for Business: How Companies Use It Every Day
From pricing strategy to employee onboarding, BE helps businesses design for real human behavior—emotional, biased, sometimes irrational, but always patterned. This article explores how leading firms are integrating BE across touchpoints to reduce friction, boost trust, and increase decision alignment.
%20How-To.%20Practical%20Tips%20That%20Work.webp)
Employee Experience
Employee Experience (EX) How-To: Practical Tips That Work
Employee Experience doesn’t improve by chance—it improves by design. And while strategies, frameworks, and tech are important, real EX progress happens in everyday behaviors, rituals, and touchpoints.
.webp)
Employee Experience
The Critical Factors Influencing Employee Experience (EX)
Employee Experience (EX) is no longer a side conversation. In 2025, it’s a boardroom priority, a leadership KPI, and a strategic advantage. But what truly shapes EX—and what’s just noise?
%20Jobs.%20How%20To%20Succeed%20in%202025.webp)
Employee Experience
Remote Employee Experience (EX) Jobs: How To Succeed in 2025
By 2025, the remote workforce isn't a side experiment—it’s a permanent and growing talent layer across the global economy. In the Middle East and beyond, companies are hiring remotely to access niche skills, reduce overhead, and provide flexibility. But flexibility alone doesn’t equal satisfaction.
%20for%20SMEs%20in%20the%20Middle%20East.%20What%20Works%20and%20What%20Fails.webp)
Customer Experience
Customer Experience (CX) for SMEs in the Middle East: What Works and What Fails
In the Middle East, SMEs contribute between 30% to 50% of GDP depending on the country—and in places like the UAE and Saudi Arabia, governments are actively investing in this sector as a pillar of economic diversification. But while many SMEs offer innovation and agility, their Customer Experience (CX) maturity often lags behind.
Employee Experience
Why CX Starts With EX in 2026: Culture, Connection, Performance
You can’t deliver empathy to your customers if your employees feel ignored. You can’t build trust externally if it doesn’t exist internally. And no amount of automation, personalization, or service design can compensate for a disengaged workforce.
%20Wheel.%20Mapping%20Outcomes.webp)
Employee Experience
The Employee Experience (EX) Wheel: Mapping Outcomes
How do organizations actually track and improve employee experience across so many variables—culture, onboarding, recognition, trust, feedback, and growth?
Behavioral Economics
Behavioral Economics Can Best Be Described As "Psychology Meets Economics"
For decades, economics operated under the assumption that humans are rational agents. At the same time, psychology studied how emotions, memory, and perception shape human decisions. When these two worlds collided, a new discipline emerged—behavioral economics (BE)—one that sees the world not as a perfect market of calculators, but as a messy, emotional, biased, and deeply human system of decision-making.
Behavioral Economics
Behavioral Economics Is More Than Just Numbers
At first glance, behavioral economics looks like a subfield of economics—anchored in equations, probabilities, and experiments. But dig deeper, and you’ll find something more powerful. Behavioral economics is a lens for understanding how people feel, decide, trust, and act in real life.
Behavioral Economics
Behavioral Economics Explains Why People Are Irrational: And What to Do About It
Classical economics assumes people are rational—calculating risk, maximizing utility, and always acting in their own best interest. But behavioral economics blew that myth wide open. People procrastinate, overpay, overreact, ignore facts, and choose things that hurt them. And they do it consistently.
Behavioral Economics
Is Behavioral Economics Micro or Macro? Understanding Its Scope
When behavioral economics (BE) entered the mainstream, it was widely viewed as a microeconomic tool—focused on the quirks of individual decision-making. But as governments, organizations, and economists expanded its use, a new question emerged: Can behavioral economics shape systems—not just individuals?
%3F%20Strategies%20for%20Modern%20Organizations.webp)
Employee Experience
How McKinsey Approaches Employee Experience (EX)? Strategies for Modern Organizations
This article explores how McKinsey frames and operationalizes EX, drawing from real frameworks, case data, and published insights. We’ll look at what they get right, where they’re pushing the field, and what other organizations can learn from their structure.
Behavioral Economics
Behavioral Economics Is Dead: Debates on Its Future
The phrase “Behavioral Economics is dead” doesn’t come from skeptics alone—it’s a headline that’s appeared in conferences, academic critiques, and even op-eds by economists themselves. But what does it actually mean?
Renascence Podcasts
Experience Loom
Discover the latest insights from industry leaders in our management consulting and customer experience podcasts.
The Naked Customer. Episode 3. Customer Loyalty, Brand Loyalty & CX
In this episode, Aslan Patov speaks with Chaya Sakhuja, CEO of QBF Consulting, about the evolution of loyalty programs in the Middle East. From the success of U by Emaar to the rise of bank-partnered loyalty programs, we uncover what makes a loyalty program truly work.
Artificial Intelligence
Coming soon
The Naked Customer. Episode 2. Artificial Intelligence (AI) in Customer Experience (CX)
In this episode of The Naked Customer Podcast, host Aslan Patov is joined by JD Ackley, CEO of RAIZOR AI, to explore the evolving role of AI in customer experience (CX) and its impact on automation, job security, and creativity.
Experience
Coming soon
The Naked Customer. Episode 1. Customer Experience Awards
In this episode of The Naked Customer Podcast, host Aslan Patov is joined by Mark Hamill, CEO & Co-founder of ARCET Global, to explore the evolution of Customer Experience (CX) and its growing role in business transformation.
Experience
Coming soon
The Naked Customer. Episode 1. Customer Experience Awards
In this episode of The Naked Customer Podcast, host Aslan Patov is joined by Mark Hamill, CEO & Co-founder of ARCET Global, to explore the evolution of Customer Experience (CX) and its growing role in business transformation.
No items found.
No items found.
No items found.
No items found.
No items found.
Artificial Intelligence
Coming soon
The Naked Customer. Episode 2. Artificial Intelligence (AI) in Customer Experience (CX)
In this episode of The Naked Customer Podcast, host Aslan Patov is joined by JD Ackley, CEO of RAIZOR AI, to explore the evolving role of AI in customer experience (CX) and its impact on automation, job security, and creativity.
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.