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Office
601 Burj Al Salam, Trade Center, Dubai
Customer-Centric Process Design
Our Process Design services optimize business operations by developing and refining workflows. By improving productivity and reducing costs, we enhance operational efficiency and overall customer experience through streamlined and effective processes.
Industry leaders trust us with their CX and consulting initiatives.
Boost Efficiency with Optimized Process Design
Optimizing your processes helps streamline operations, reduce waste, and improve productivity. By mapping out and refining workflows, you can ensure that your business runs smoothly and efficiently, maximizing resource utilization.
Increased Productivity
Well-designed processes eliminate unnecessary steps and streamline workflows, enabling your team to work more efficiently and effectively.
Reduced Operational Costs
By identifying and eliminating inefficiencies, optimized processes can significantly reduce operational costs, improving your bottom line.
Streamline Operations with Effective Process Design
Process Design is crucial for optimizing the efficiency and effectiveness of your business operations. By developing and refining processes, you can improve productivity, reduce costs, and enhance the overall customer experience.
Enhance Customer Experience through Effective Process Design
Effective process design not only improves internal operations but also enhances the customer experience. By creating seamless and efficient processes, you can ensure that customers receive consistent, high-quality service every time.
Consistent Service Delivery
Optimized processes ensure that customers receive the same high level of service at every interaction, building trust and reliability.
Faster Response Times
Streamlined processes enable your team to respond to customer needs more quickly and accurately, enhancing overall satisfaction and loyalty.
Design Like a Pro with Our Consulting & CX Templates
Unlock Professional Quality and Effortless Design with Our Exclusive & Free Templates
Our approach to customer-centric process design
Creating & Optimizing Processes to Enhance CX
1. Understanding Customer Needs and Mapping Current Processes
Gain a deep understanding of customer needs and behaviors, and map out the current processes to identify gaps and areas for improvement. This step ensures that processes are aligned with customer expectations and pain points.
2. Redesigning Processes with a Customer-Centric Approach
Redesign processes to better align with customer needs and preferences, ensuring a seamless and satisfying experience. This step involves rethinking existing processes and incorporating customer feedback.
3. Implementing the Redesigned Processes
Implement the redesigned processes across the organization, ensuring that all employees understand and adhere to the new workflows. This step ensures that the redesigned processes are effectively integrated into daily operations.
4. Monitoring, Measuring, and Continuously Improving
Continuously monitor and measure the performance of the redesigned processes to ensure they meet customer needs and business goals. This step involves regular review and refinement based on feedback and performance data.
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 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.