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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.
Solutions
7
Journeys for the Emaar One, U by Emaar Website (CX), Design for Reel Cinema, Design of the Sales Kiosk, Happiness Center Revamp, Broker Direct App, Salesforce Employee Journeys
Verticals
4
Properties, Hospitality, Entertainment, Retail
Months
18
From research of real-time behavior in Dubai Mall sales kiosk, to data management consulting, to Emaar One App
Quick Facts
In 2018 Emaar launched a transformation program. That's where we have started with a small project of a Sales Kiosk research.
Emaar was the developer number in the Middle East for decades. Having built many iconic structures in prime locations in Dubai, they capitalized on the equity of the most reliable, luxury and innovative developer in the Middle East.
Alongside the main development portfolio Emaar focused on other areas such as Hospitality, Retail and Entertainment.
The most iconic projects would include The Dubai Mall, Burj Khalifa, Address, Rove & Vida hotels, communities like Emirates Hills or Downtown.
Contributors
Context, Approach & Methodology
- Our team has worked with at least 8 stakeholders in different business verticals delivering solutions that would become the future of Emaar.
- Emaar One: ideation and journey mapping, effectively the kick off of the project was done by our team.
- U by Emaar: the new web platform was co-developed with a digital agency, loyalty team & Emaar IT. Our role being CX.
- Broker Direct: unfortunately, didn't fly while we were on board. Was based on our journey mapping input & support.
- Reel Cinema: the new info screen in the newly transformed outlet in Dubai Mall was designed & delivered from A to Z.
- Customer Happiness Center: a behavioral research was provided to ensure service consistency and quality
- Sales Kiosk: another behavioral research to understand how the traffic in Dubai Mall reacts to the kiosk (external context) and how people convert outside and inside (internal context). Based on this we have came up with a design philosophy of the future Emaar Sales Kiosks
- Salesforce Implementation: employee pain points mapping to define how the future solution set up can help them
- EDM Strategy: full-fledge approach to group EDMs
The Groundwork
- In each and every case that we have been requested to challenge, and across multiple domains we have used various strategies, frameworks and tools including:
- Mystery Audits
- Behavioral Design (Behavioral Economics)
- Compass CX Framework (by Renascence)
- Qualitative and Quantitative Research
- A/B Testing
- fMRI Research Application (Touchpoint Analysis)
- Etc.
The Results
- As a result, we have delivered several initiatives, including:
- Happiness Center Research
- Sales Kiosk Research
- Designs, UI & Wireframes of Emaar One App, Customer & Broker Direct Apps
- Journey Mapping
- Mystery Shopping & Touchpoint Analysis
- Customer Research
- Solution Design (Emaar One App, Reel Cinema Information Screens, Kiosk Interfaces)
- Modeling (Data)
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
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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.