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Office
601 Burj Al Salam, Trade Center, Dubai
E-commerce: Customer Excellence in a Digital Marketplace
Elevate your e-commerce business with our innovative solutions. Utilize behavioral economics to optimize customer experiences, operations, and growth strategies.
Discover the latest trends in the e-commerce industry today
Stay informed with key statistics and industry outlook that highlight the importance of customer experience in the real estate sector.
First Contact Resolution
70%
Effective CX strategy directly contributes to increased productivity by reducing the need for repeated interactions
AOV & YOY Growth
10%
Companies with strong omnichannel CX experience a 10% YOY growth & increase in (AOV) average order value
Retention & Loyalty
40%
High-quality CX significantly reduces churn rates by nearly 15% and increases win rates by almost 40%
Industry leaders trust us with their CX and consulting initiatives.
Solutions
Crafting Seamless Shopping Journeys with Customer Excellence
Explore how our solutions enhance customer satisfaction, operational efficiency, brand differentiation, and digital transformation for unparalleled success in the e-commerce industry.
Personalized Shopping Experiences
Delight customers with tailored experiences that meet their unique needs and preferences.
Operational Efficiency
Streamline processes and workflows to reduce costs and improve scalability.
Brand Differentiation
Stand out in the competitive e-commerce landscape with unique and memorable experiences.
Digital Transformation
Embrace technology to modernize operations and enhance customer interactions.
Transforming Automotive Industry with Exceptional Customer Experience
At Renascence, we offer a comprehensive range of high-level services designed to revolutionize the real estate industry. Our expertise includes customer experience optimization, digital transformation, process and policy enhancement, and management consulting. With our innovative solutions, we help real estate businesses thrive in today's competitive market.
Customer Experience
Deliver exceptional customer experiences that set your real estate business apart from the competition.
Digital Transformation
Embrace the power of technology to drive growth and innovation in your real estate operations.
Service Design
Crafting seamless experiences across all touchpoints, blending creativity with practicality to delight customers and drive loyalty.
Management Consulting
Leverage our industry expertise to make informed decisions and drive your real estate business forward.
Experience Games
Customer Experience Games
CX Games for any team & every need. Begin your CX transformation through gamified experiences.
E-commerce Transformation
Expertise
Unmatched quality of work for the industry's best consultants
Our team of behavioral economists leverages insights from psychology and economics to understand and influence consumer decision-making. By applying principles of behavioral economics, we help businesses design strategies and interventions that drive desired consumer behaviors. From nudges to choice architecture, we provide evidence-based solutions that deliver measurable results.
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Experience Echoes
Real Estate
Case Studies
Explore How We've Transformed Businesses & Brands with Strategic Insights and Real Results
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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.
Customer Experience
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.
Digital Transformation
Teyaseer. Elevating CX with Real-Time Customer Feedback Integration
For Teyaseer, we mapped a 9-stage customer journey from awareness to handover, integrating NPS, CSAT, and CES surveys to capture real-time feedback via email, SMS, and calls. Automated triggers ensured timely feedback collection, enabling immediate insights and actions to enhance CX at each touchpoint.
Customer Experience
Modon. Customer Journey Mapping and VOC Strategy for Real Estate Excellence
We partnered with Modon, a UAE real estate developer, to enhance their CX strategy for a 36-month project involving 350+ townhouses, villas, and apartments. The strategy featured customer journey mapping, communication improvements, and a closed-loop Voice of Customer (VOC) system.
Customer Experience
Aldar. CX Governance and Reporting Framework Implementation
Aldar Properties partnered with us to establish a CX governance program, evolving into the CX Committee (CXC), overseeing CX across multiple business units. From January 2022 to January 2023, over 10 reports were produced, evaluating key business units, with insights from Voice of Customer (VOC) and mystery audits.
Customer Experience
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Aldar Hospitality. An Approach to Customer Experience (CX)
Aldar Properties sought to enhance customer experience across five hotels from their hospitality portfolio. Analysis of touchpoints, design of journeys and playbooks, COVID-19 game plan and other efforts led to immediate improvements in service interactions and long-term strategies for boosting guest satisfaction and loyalty.
Customer Experience
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Aldar Education. Transforming Customer Experience (CX) through the Admissions Process
Aldar Academies revamped their admissions process by assessing the existing workflow and designing a more efficient future process. This overhaul reduced process time by 88 hours, cut complexity by 3%, decreased effort by 34%, and increased automation tenfold, streamlining operations and enhancing overall efficiency.
Digital Transformation
Aldar Hospitality. Escalation Strategy Framework for Efficient Case Management
Aldar Hospitality developed a escalation strategy featuring an 8-level priority system, 4 escalation channels, and a detailed matrix to manage and resolve issues effectively, ensuring prompt attention for urgent matters and efficient handling of less critical cases.
Customer Experience
Aldar Academies. Designing Escalation Strategy for Education
Aldar Academies developed an escalation strategy to enhance customer support operations. This strategy introduced an 8-level priority system, 4 escalation stages, and a detailed escalation matrix to streamline case management and ensure timely resolution of issues.
Customer Experience
Aldar. VIP Program Design for Customer Loyalty and Engagement
The VIP Program by Aldar Properties introduces a dynamic tiered loyalty system aimed at increasing customer engagement and loyalty. Tailored to reflect the spending habits and preferences of Aldar’s diverse customer base, the program includes exclusive tiers for high-profile clients like celebrities and Sheikhs. Key elements include early access to projects, premium perks, and personalized services, all designed to reward and retain valued customers.
Customer Experience
Aldar Academies. Education Customer Experience (CX) Journeys and Escalation Strategy
Developed a strategy to enhance the customer experience (CX) for Aldar Academies, focusing on students and parents during the COVID-19 pandemic. The project included defining 9 customer journey stages, identifying 70+ steps, and addressing over 120 pain points.
Customer Experience
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Wasl. Voice of Customer (VOC) Strategy Development
Implemented a Voice of Customer (VOC) strategy for Wasl, analyzing four distinct customer types and covering 100+ touchpoints across customer journeys. A closed feedback loop was established to drive continuous customer insights, enhance service delivery, and improve overall satisfaction.
Management Consulting
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Wasl. Customer Experience (CX) Journey Mapping in Real Estate
Defined over 90 stages and developed 18 detailed customer journeys for Wasl, spanning residential, commercial, and land leasing categories. Conducted four workshops to align stakeholders on improving customer-centric experiences and optimizing processes for future journey enhancements.
Customer Experience
Wasl Mobile App & Self-Service Digital Transformation
Developed over 500 wireframes and conducted a audit of 300+ screens to optimize Wasl’s digital platforms. Created two digital strategies to streamline user journeys, focusing on a super app versus specialized apps to enhance customer experience and operational efficiency.
Digital Transformation
Wasl Properties. Development and Integration of Process Maps for Operational Efficiency
Developed 123 detailed process maps for Wasl, a leading real estate developer in Dubai, to streamline operations, ensure seamless Salesforce integration, and enhance efficiency across seven business units, improving internal workflows and customer experience.
Digital Transformation
Wasl. Customer Service Design for Real Estate
Renascence conducted a customer service analysis for Wasl, a leading real estate developer in Dubai, to drive digital transformation and enhance customer experience through data segmentation, pain point identification, and strategic recommendations.
Customer Experience
SODIC. Commercial Real Estate CX Strategy and Customer Experience Enhancement
Spearheaded a year-long CX transformation for SODIC, focusing on enhancing commercial strategies, customer journeys, and VOC programs. Involved 12 months of continuous reporting, evaluation of 4 key business units, and the generation of over 10 CX and VOC reports to drive customer satisfaction and market competitiveness.
Customer Experience
SODIC. Implementation of Voice of Customer Strategy for Enhanced Engagement
Designed a robust Voice of Customer (VOC) strategy for SODIC, incorporating 10 data collection methods, 3 key CX metrics (NPS, CSAT, CES), and analyzing 9 software solutions to enhance customer satisfaction and feedback management.
Customer Experience
SODIC. Real Estate Communication Strategy for Enhanced Customer Engagement
Evaluated communication practices across 14 departments, streamlined 5 key processes, and reviewed 106 documents from 3 business units. Developed a communication strategy that ensured consistency, clarity, and brand alignment, while improving customer engagement and stakeholder management.
Customer Experience
SODIC. Real Estate Customer Experience Strategy for Enhanced Engagement and Satisfaction
Developed a CX strategy for SODIC, identifying eight customer types, conducting 46 stakeholder sessions, and addressing 400+ pain points across 76 customer journey steps. The strategy included customer segmentation, a VoC program, and governance model implementation, leading to significant improvements in customer satisfaction and loyalty.
Customer Experience
SODIC. Real Estate Customer Experience (CX) Journey Mapping
Developed six detailed customer journeys for SODIC, including three "as-is" journeys and three "future" journeys. Defined 5+ stages and 26+ steps, with over 400 internal tasks documented. Identified pain points and opportunities to enhance the customer experience through meticulous research and strategic improvements.
Customer Experience
SAAS Properties. Enhancing Real Estate Sales Launch Customer Experience (CX)
Bridging Organizational Gaps to Elevate CX at SAAS Properties
Customer Experience
SAAS Properties. Transforming Customer Experience (CX) through Customer Rituals and Cultural Change
SAAS Properties elevated its customer experience by embedding 7 key CX rituals and creating 4+ personalized greetings across various communication channels. These rituals were designed to enhance 10 critical stages of the customer journey, from the initial sales gallery visit to the property handover.
Customer Experience
SAAS Properties. Embedding Customer Experience Vision through Structured Training Development
SAAS Properties improved customer experience by conducting 4+ training sessions across 9 departments, identifying key CX challenges through 12 stakeholder interviews, and performing 55 CX audits across crucial touchpoints. This initiative empowered employees and aligned CX practices with business goals for sustained growth and customer satisfaction.
Customer Experience
SAAS Properties. Enhancing Operational Efficiency through Process Mapping
SAAS Properties optimized over 40 processes across sales, post-sales, community management, and facility management. Engaging two business teams, the initiative mapped out 700+ tasks to reduce friction points and improve operational efficiency, enhancing both internal workflows and client satisfaction.
Digital Transformation
SAAS Properties. Streamlining Complaint Management through an Escalation Strategy
SAAS Properties implemented a escalation strategy to address unresolved customer issues. This approach streamlined the process by defining clear escalation phases, priority levels, and service level agreements (SLAs), resulting in faster resolutions, better communication, and improved customer satisfaction.
Management Consulting
SAAS Properties. Elevating Customer Experience (CX) with an Integrated VOC Strategy
SAAS Properties launched a Voice of Customer (VOC) strategy, capturing key customer and broker feedback through surveys, interviews, and live data tracking. This structured approach provided actionable insights, closing the feedback loop and driving improvements in customer satisfaction and experience.
Customer Experience
SAAS Properties. Elevating Customer Experience (CX) through Touchpoint Analysis and Mystery Audits.
We partnered with SAAS Properties to audit 23 touchpoints and benchmark performance against competitors. The project delivered key insights to enhance communication, service, and digital engagement, boosting customer satisfaction and retention.
Mystery Shopping
Wasl Properties. Transforming Customer Experience with In-Depth Touchpoint Audits.
Discover how Wasl Properties leveraged a touchpoint analysis and mystery audits across its Residential, Commercial, Freehold, and Lands units to enhance customer interactions, streamline operations, and boost engagement through targeted, actionable recommendations.
Mystery Shopping
Versace. Elevating CX through Mystery Shopping Audits.
Learn how Versace utilized expert visits and mystery shopping audits to identify pain points in the customer journey and implement targeted recommendations, enhancing store performance and elevating the overall customer experience in franchise-owned locations.
Mystery Shopping
SODIC. Enhancing Customer Experience (CX) through Site Visits and Mystery Shopping Audits.
Discover how SODIC utilized mystery audits and site visits to identify customer journey pain points and implement actionable recommendations for enhancing the customer experience across its diverse business units.
Mystery Shopping
Swarovski. Boosting retail CX through mystery shopping strategy & audits
Explore how Swarovski leverages mystery shopping insights to refine customer experiences (CX) and encourage positive shopping behaviors through targeted engagement strategies.
Mystery Shopping
Nudging customers to book services and attend their ladies salon appointments
The goal of the project was to encourage customers to make bookings after calling & improve attendances of all bookings made.
Management Consulting
Emaar Properties. Transforming conversion power, experience & design of a property sales kiosk
Emaar asked us to check how effective their current kiosk was and come up with a set of improvement or a model that can become a benchmark amongst property sales kiosks.
Management Consulting
Chalhoub Group. Transforming internal culture through a group-wide CX Academy
Our engagement with Chalhoub Group was about educating several retail brands on the importance of CX and showcasing an approach to customer experience design.
Training & Coaching
Reel Cinemas. Complementing journeys & operations with a new cinema info screen UI
Reel Cinemas decided to transform the space, revamp operations by digitising them & reducing the human factor. The new screen was supposed to complement the transformation.
Digital Transformation
Chalhoub Group. Putting customer experience in the center of fashion & beauty retail
Supporting Chalhoub Group in building a CX practice that would then take over the group's customer experience intiative and arming them with a bullet-proof cx design toolkit
Customer Experience
City Walk by Meraas: Defining what a shopping & leisure destination of the future is
How one would define a destination of the future? How can a group manage multiple destinations of different formats and consistently deliver to a range of customers?
Customer Experience
Transforming group-wide customer experience in Emaar Properties
Multiple departments, multiple business verticals, 18 months of engagement and many great products
Digital Transformation
Level Shoes Behavioral & Customer Experience Transformation
Our efforts were aimed at understanding the customer and the way he shops in the fast-paced retail environment to build a cutting edge experience around him.
Management Consulting
Dubai Properties Real Estate Customer Experience Transformation
From signing a SPA, through the journey of becoming a homeowner in Dubai
Customer Experience
Provis & Khidmah: Designing & refreshing the complaint escalation matrix
As part of the engagement we were tasked to define the complaint management approach: deliver the escalation matrix with cases, SLAs, roles & priorities.
Customer Experience
Aldar Group Customer Experience Transformation
The engagement was driven by the group management. The effort was aimed at making Aldar a company that is driven by customer-centric solutions and services
Customer Experience
Emaar Customer Happiness Center CX Design & Transformation
The goal of the project was to understand how well the customer happiness center supports, guides, navigates & satisfies customers
Customer Experience
Transforming Free Zone Customer Journeys, Processeses and Systems
We redesigned all processes from the ground up with a customer centric approach to enable a new improved customer journey.
Digital Transformation
Unleash the Potential of Behavioral Economics in Enhancing Customer Experience
Discover how our real estate solutions leverage behavioral economics to drive results.
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
Revolutionize e-commerce experiences with our solutions.
At Renascence, we're at the forefront of transforming the real estate landscape. Our innovative solutions are designed to not only meet but exceed customer expectations, ensuring unparalleled satisfaction. From seamless digital experiences to efficient operational processes, we tailor strategies that drive customer loyalty and operational excellence. Partner with us to revolutionize your real estate ventures and stay ahead in an ever-evolving market.
Communication Strategy
Crafting effective communication plans to enhance engagement and transparency in real estate transactions.
Voice of the Customer Strategy
Leveraging insights to amplify customer feedback, shaping real estate experiences with precision.
Customer & CX Strategy
Designing comprehensive strategies to elevate customer satisfaction and loyalty in real estate.
Behavioral Interrogation
Uncovering subconscious behaviors to tailor real estate experiences for maximum impact.
Customer Experience Journey Mapping
Visualizing and optimizing every touchpoint to create seamless real estate journeys for customers.
Customer Experience & Touchpoints Audit
Evaluating real estate experiences to identify areas for improvement and enhanced satisfaction.
Policies & Procedures Writing
Crafting clear guidelines to streamline operations and ensure consistency in real estate transactions.
Customer Service Operations Setup
Establishing robust customer service frameworks to deliver exceptional experiences in real estate.
Customer Rituals & Ceremonies Design
Creating memorable rituals and ceremonies to enrich the emotional connection with real estate.
Customer Experience Maturity Assessment
Assessing the maturity of customer experience practices to guide strategic improvements in real estate.
Customer Experience Vision Design
Developing a clear vision and roadmap to drive customer-centricity and innovation in real estate.
Customer Experience Games & Workshops
Engaging activities to foster team collaboration and creativity, enhancing real estate experiences.
Customer Experience Courses
Empowering real estate professionals with knowledge and skills to deliver exceptional customer experiences.
Customer Experience Trainings
Interactive sessions to enhance employee capabilities and embed customer-centric practices in real estate operations.
Customer Personas & Archetypes Design
Developing detailed profiles that capture the diverse needs, preferences, and behaviors of your target audience.
Digital Self-Service Solutions
Creating seamless and user-friendly digital platforms to empower customers in managing their needs independently.
Renascence Podcasts
Experience Loom
Discover the latest insights from industry leaders in our management consulting and customer experience podcasts.
Aslan Patov x Gaia Living. Is Dubai's real estate market a bubble?
The guest of podcast is Atif, an investment consultant at Gaia Living. In this episode, we discussed whether Dubai's real estate market is a bubble, which areas in Dubai are best for investment, why the new palm is interesting for investment, and whether it is possible to buy real estate with cryptocurrency.
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FAQs
Customer Experience (CX) in E-commerce
What is Customer Experience (CX) in the e-commerce industry?
Customer Experience (CX) in the e-commerce industry encompasses all interactions and impressions customers have with an online store, from browsing products and making a purchase to delivery and post-purchase support.
Why is CX important in the e-commerce industry?
CX is crucial in e-commerce because it directly impacts customer satisfaction, loyalty, and repeat business, which are essential for driving sales and maintaining a competitive edge in the online marketplace.
How can e-commerce businesses improve CX for their customers?
E-commerce businesses can improve CX by offering user-friendly website navigation, providing detailed product information, ensuring fast and reliable delivery, and offering responsive customer support.
What are some common CX challenges in the e-commerce industry?
Common CX challenges include managing inventory and supply chain issues, ensuring website performance and security, addressing customer inquiries promptly, and handling returns and exchanges efficiently.
How does technology enhance CX in the e-commerce industry?
Technology enhances CX by enabling personalized product recommendations, offering chatbots for instant support, providing secure and easy payment options, and utilizing data analytics to understand customer preferences and behavior.
What role does customer feedback play in improving CX in e-commerce?
Customer feedback is essential for identifying areas of improvement, understanding customer needs and preferences, refining product offerings, and enhancing the overall shopping experience.
How can e-commerce businesses measure CX performance?
E-commerce businesses can measure CX performance through customer satisfaction surveys, Net Promoter Scores (NPS), online reviews, tracking key metrics such as conversion rates, cart abandonment rates, and repeat purchase rates.
What are some best practices for delivering excellent CX in the e-commerce industry?
Best practices include providing a seamless and intuitive shopping experience, offering fast and reliable shipping, ensuring clear and transparent communication, and providing easy returns and exchanges.
Can enhancing CX lead to increased sales in the e-commerce industry?
Yes, enhancing CX can lead to increased sales by building customer trust, encouraging positive reviews and referrals, and creating a memorable shopping experience that drives repeat business.
What innovative CX strategies are being adopted by leading e-commerce businesses?
Innovative CX strategies include implementing AI-driven personalized shopping experiences, offering augmented reality (AR) for product visualization, using machine learning for dynamic pricing, providing voice-activated shopping options, and leveraging social media for customer engagement and support.