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Customer Experience

Let's define a customer experience path that is unique, workable, delightful, exemplary and fun to work on.
What are we solving?
Customer Experience
Industry Problems
We know that we are different. And there are reasons
why we had to think and act in a different fashion.
The notion of a 'persona' is so old that nobody is ever questioning it anymore. We do. Because it doesn't help us explore the human nature deep enough. In Renascence we look at 'archetypes'.
The industry lead by large consulting groups stopped innovating. R&D investments are not enough while the science is moving on. Smaller teams are quicker to absorb and implement the new knowledge.
We are not referring the contract each time the projects take a new turn. We sit down with you and try to figure it out for all of us. It's success we are after. We understand that you can have a few changes in the scope & that's ok.
Customer Understanding
Frameworks & Methodologies
Lack of Flexibility
We are assigning less people to projects. But each is as capable as his peer. We train interns internally and bring those who are ready. We don't train them in the client's office.
We continuously innovate for the industry. We hope that what we bring to customers, clients and industry will change the experience landscape and make this world a better place.
We can be dreamy. But we prefer being practical. Things that work > dreams. So so will dream with you to see what is going to work for you, for the industry, for the customer.
Lack of Experience
Absence of Innovation
Lack of Practicality
Customer Understanding
Frameworks & Methodologies
Lack of Flexibility
Lack of Experience
Absence of Innovation
Lack of Practicality
Click to find out more
Reasons to choose renascence
Why Renascence?
And here are a few reasons why working with us will be
as memorable as the outcome of our work.
That's the percentage rate of relationships that moved on to the next stage or evolved into other projects or secondary interaction opportunities.
Is the number of pitches we win due to our unique approach, ability to understand the brief and look beyond at the things the brief didn't mention.
We do not say 'no'. We explore more topics than just CX and those include IT, Research, Psychology, Marketing, you name it.
We have the answer
Our passion is pushing us to innovate for the industry, we produce tools for everybody. Our aim is a better experience, our passion is the customer.
We are proud to be one of only a few SMEs that managed to build their own set of tools. Fully integrated frameworks help us direct the thinking.
It takes more to understand a human than a journey map. We specialise in applying behavioral economics to experience design exercises.
We love to innovate
We love our tools
We love psychology
renascence dna
You will discover many more talents than what you have hoped for. Interpersonal, professional, attitudinal.

Customer Experience Services We Provide

CX Research
Customer research that helps us understand the archetypes: their needs, behaviors, drivers, barriers and triggers. And more importantly the kind of experience they are looking forward to.
CX Design
Experience design is the core service that we provide. From understanding your customer to defining the experience vision to journey mapping, planning and prioritisation, we do it all.
If you have a plan, and you need someone to oversee it, tweak it, focus on KPIs and help you deliver it, we can set up a project management office to support you and vendors to make sure that the plan is executed.
CX Courses
If you would like to introduce a new CX department or inject into the old one CX thinking, help them grasp the subject and start doing experience design in-house, we can help you with that.
CX Workshops
You think that there is a quick opportunity or a win that can be handled by a workshop or two? We are happy to help. Defining the customer, creating the vision, journey mapping - just send us the brief.
CX Training
We can provide training sessions for your retail and frontline associates. A basic one of something bespoke, like how to read body language? Behavioral economics or creative thinking. Let us know.
Voice of Customer
We can create a fully integrated Voice of the Customer program: analyze company needs, customer interaction channels, opportunities for direct and indirect VOC and design a strategic approach.
Call Center
We can help you establish and remediate your call center experience from IVR to staff training.
CRM & Comms
We can help you set up your CRM operations, define your EDM and communication strategy.
renascence approach to customer experience
Our Process
How we approach experience design in a few simple steps.
Maturity Assessment
To understand where you stand in CX and where the focus of our efforts should be, we will assess your organization to identify the level of maturity.
Understanding the Customer
Then, we will focus on knowing your customers better through shadowing, research and most importantly through the lens of our unique approach.
Creating the Vision
To make sure that we create experiences that matter to the brand and customers, we will run a few workshops to define the vision for your company.
Mapping the Journeys
We will then do our research and interviews to define customer journeys and internal processes. Map them out and define the future.
Defining the Gaps
The gap analysis will help us understand where we stand currently vs. the desirable future. We will keep our dreams while trying to be practical.
Devising the Plan
Finally the plan. The most important part of the design stage. Once the plan is clear, practical, prioritised and aligned with KPIs, CX transformation is ready to kick off.
the tools that help us do great things
Compass CX
Modern, flexible, unbiased and tested customer experience program framework and guidance system for an A to Z customer experience transformation
ten principles of customer experience
Customer Experience Principles
In experience design we use ten core principles
Industries that need cx
Who can benefit?
Industries and sectors already benefiting from experience design
Find a balance between customer experience and category restrictions
An industry that is purely based on service, but also heavily regulated. We will understand your processes and issues that customers face to build better, more prominent, indulging and effective customer experience in digital and offline.
questions our clients ask
If your answers are not listed below, call us or send a message at hello@renascence.io
What sets you apart from other companies in the market?
Internally, we understand that our power and worth is in our people. Having said that, our unique selling proposition sits within behavioral economics and its application on customer experience. We simply understand customers better. Often better than they understand themselves.
We are a SME, can we afford a full CX package?
Yes indeed. We believe that customer experience should be available to every brand no matter the size. And so, we have created CX design packs for SMEs. We will make sure it would match your brand and industry needs.
We are limited in time, can you do CX quick?
Time constraint isn't an issue for us, while being a norm for any client. We have packaged CX delivery in various formats: workshops, hackathons and fully integrated design cycles. None of the formats sacrifices the quality.
How do we know if we need customer experience design?
We are happy to schedule a quick evaluation workshop and come back with a report completely free. From the report you will be able to understand whether or not you should be investing time and money into CX initiatives.
Can you help us win CX awards?
We are actively engaged in regional and international awards as judges. As such we have a huge breadth of experience about how to structure submissions and what it takes to make a winning presentation.
What is the return on customer experience?
Researches claim that CX Leaders have a 3X higher cumulative return compared to that of CX Laggards. CX impact goes beyond profit - it helps you save as well, through a reduction of churn and loyalty improvement.
Our clients
What our clients say
  • Alex Davies
    From the beginning they have felt like an extension of my team. They have surpassed my expectations.
  • Gregoire Charpe-Civatte
    Head of CX in Majid Al Futtaim
    Their passion for CX and drive towards research and innovation leads to unique and relevant methodologies that will for sure result in high quality findings.
  • Ilaria Buonpane
    Head of CX in Chalhoub Group
    Always share their opinion and recommendations with respect, that I really appreciate as a client. I like bouncing ideas with them.
We will call you back
We love challenging and unorthodox tasks. If you haven't found what you have been looking for above, fill out this form, call us at +971 (0) 4-325-10-47 or email us at hello@renascence.io