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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.
Customer Records Analyzed
59,726
Pain Points Identified
Pain Points
40
Distributed across website, call center, walk-in, and app stages.
Recommended Initiatives
14
Proposed to enhance customer service and optimize digital transformation.
Quick Facts
We created a customer service analysis for Wasl, a leading real estate developer in Dubai
We aimed at driving digital transformation and enhancing Customer Experience (CX). The deliverable was a detailed report divided into several parts.
Contributors
Context, Approach & Methodology
The goal was to achieve a customer-centric digital transformation, and one of the initiatives was about understanding the current state of customer service. This involved using a customer service-review framework to assess customer interactions, back-end operations, processes and policies, and technology interfaces. Our analysis incorporated insights from business (interviews with stakeholders), customers (interviews with Wasl customers), and expert heuristics (mystery audits and touchpoint analysis).
We focused on Systems & Tech review, Mystery shopping, Touchpoint analysis, as well as As-Is and Future CX journey mapping. The scope included collecting and segmenting customer data, emphasizing the importance of customer segmentation for both businesses and customers.
Key Activities:
- Conducted 39 discovery sessions
- Interviewed 25 stakeholders
- Reviewed 62 documents
- Listened to dozens of calls
- Checked IVR and chat flows
- Received call centre email templates
- Analyzed 6 datasets
The Groundwork
Customer Data
For Wasl’s customer segmentation, we cleaned and analyzed six datasets encompassing six months of data with 59,726 records intotal. Several gaps were identified in Wasl’s current data management processes:
- Data Recording Consistency: Inconsistent address and phone number entries.
- Customer Data Collection: Each business unit followed its own method of collecting data.
- Customer Type Classification: Primary customer type not updated with new acquisitions.
- Customer Data Management: Limited use of customer data for strategic purposes.
- Presence of Sub-Sub-Lease Records: Records that violate leasing regulations.
- Land Customer Data Management: Inefficient data management in the land business unit.
Initiatives to Address Gaps:
- Optimize data collection: Example - KYC program
- Organize database structure: For better customer type classification
- Enhance documentation process
- Unify data collection methods
- Utilize customer data through segmentation
- Optimize land inquiry process: Progressive profiling and clear progress indicators
Customer Classifications
Analyzed records to classify customers by business unit (freehold, commercial leasing, residential leasing, and land leasing), customer type (individual corporate, corporate, and individual), and property type (residential unit, land, commercial unit).
Customer Segmentation Applications:
- Targeted Marketing: Recommendations, pricing, and promotions
- Product Development andInnovation: Demand and product gap analysis
- Personalized CustomerSupport: Complaint resolution, channel prioritization, and knowledge base
Ecosystem Mapping
Mapped the customer management ecosystem, including social media, email, web chat bot, app, call center, and walk-in experience.Identified unresolved issues and pain points across different stages of the customer journey.
Pain Points
Identified 40+ pain points distributed among website, call center, walk-in, and app stages. Pain points were related to:
- Processes and SLAs for managing escalations
- Communications consistency and content update processes
- Customer-facing apps automation and self-service framework
- Customer experience journeys across multiple journeys leading to channel shifts
The Results
- Data Cleaning & Analysis: Analyzed 59,726 records to provide accurate customer segmentation.
- Improved Data Management: Identified and addressed data inconsistencies and inefficiencies.
- Enhanced Customer Segmentation: Developed targeted strategies for marketing, product development, and personalized customer support.
- Optimized Customer Experience (CX): Mapped customer journey and identified pain points for improved customer interactions.
- Strategic Recommendations: Provided actionable insights and initiatives to enhance Wasl’s customer service and digital transformation efforts.
- Customer Experience Initiatives: Outlined 14 initiatives with current standing, future goals, approach, responsible parties, and success criteria.
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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.