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Office
601 Burj Al Salam, Trade Center, Dubai
Customer Experience (CX) Governance Strategy
Our CX Governance services provide a robust framework for managing and optimizing customer experience initiatives. By ensuring strategic alignment, accountability, and continuous improvement, we drive CX excellence and sustainable business growth.
Industry leaders trust us with their CX and consulting initiatives.
Drive Strategic Alignment with Robust CX Governance
A comprehensive CX governance framework ensures that your customer experience initiatives are aligned with your overall business strategy. By setting clear objectives and performance metrics, you can ensure that all efforts are focused on achieving your strategic goals.
Unified Strategic Direction
CX governance provides a structured approach to aligning all customer experience initiatives with your business objectives, ensuring a cohesive and unified strategy.
Measurable Outcomes
Establishing clear performance metrics within the governance framework allows you to track progress, measure success, and make data-driven decisions to continually improve your CX strategy.
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Achieve Customer Experience with Effective CX Governance
Customer Experience (CX) Governance is essential for ensuring that your CX initiatives are strategically aligned, consistently executed, and continuously improved. By establishing a robust governance framework, you can drive accountability, foster collaboration, and achieve sustainable CX excellence.
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Enhance Accountability and Collaboration with CX Governance
Effective CX governance fosters a culture of accountability and collaboration across your organization. By clearly defining roles, responsibilities, and processes, you can ensure that everyone is working together to deliver exceptional customer experiences.
Clear Roles and Responsibilities
A well-defined governance framework outlines specific roles and responsibilities, ensuring that all team members understand their contributions to the CX strategy and are held accountable for their performance.
Improved Cross-Functional Collaboration
CX governance promotes collaboration across departments, breaking down silos and encouraging a unified approach to enhancing customer experiences, leading to more innovative and effective solutions.
Design Like a Pro with Our Consulting & CX Templates
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Customer Experience (CX) Governance
Explore our innovative approach to communication mapping.
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Our approach to setting up cx governance strategy
Framework, Roles, & Processes To Ensure Consistent, High-Quality CX
1. Establishing CX Governance Structure
Define the organizational structure and roles responsible for overseeing and managing CX initiatives. This step ensures that there is clear accountability and leadership for CX efforts.
2. Developing CX Policies and Standards
Create policies, standards, and guidelines to ensure consistent delivery of customer experiences across all touchpoints. This step helps maintain quality and alignment with the organization's CX vision.
3. Implementing CX Measurement and Reporting
Establish a system for measuring and reporting on CX performance. This step ensures that the organization can track progress, identify areas for improvement, and make data-driven decisions.
4. Driving Continuous Improvement and Accountability
Establish processes for continuous improvement and ensure accountability for CX initiatives across the organization. This step fosters a culture of ongoing enhancement and responsiveness to customer needs.
Experience Echoes
Renascence
Case Studies
Check what we have done in the past
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. Each journey was captured in an animated video to illustrate the improved CX flow, ensuring a seamless and satisfying loyalty program experience.
CX Journeys Design
Msheireb Downtown Doha. Customer Loyalty Program Strategy
We developed a comprehensive 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. Key initiatives included defining member levels, benefits, and a phased implementation plan to enhance customer experience and program viability.
Customer Experience Strategy
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 Strategy
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Aldar Hospitality. A Comprehensive 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.
CX Implementation Roadmaps
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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.
CX Implementation Roadmaps
Aldar Academies. Designing Escalation Strategy Design for Education
Aldar Academies developed a comprehensive 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.
Escalation Strategy
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Wasl. Voice of Customer (VOC) Strategy Development
Implemented a comprehensive 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.
Voice of Customer Strategy
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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.
CX Journeys Design
Wasl Mobile App & Self-Service Digital Transformation
Developed over 500 wireframes and conducted a comprehensive 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.
UX & Wireframes Design
Wasl. Customer Service Design for Real Estate
Renascence conducted a comprehensive 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.
Service Design
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.
CX Implementation Roadmaps
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.
Communication Strategy - Single Solution Page
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.
Service Design
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.
Customer Rituals & Ceremonies
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.
UX & Wireframes Design
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
CX Journeys Design
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?
CX Archetypes Design
Transforming group-wide customer experience in Emaar Properties
Multiple departments, multiple business verticals, 18 months of engagement and many great products
UX & Wireframes Design
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.
Customer Experience Strategy
Dubai Properties Real Estate Customer Experience Transformation
From signing a SPA, through the journey of becoming a homeowner in Dubai
Customer Experience Strategy
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.
Escalation Strategy
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
CX Journeys Design
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
CX Journeys Design
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.
Process Design
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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.