Case Study: Aldar achieves stronger CX governance and reporting with Renascence

Aldar improves CX with Renascence through 10+ monthly governance reports

Aldar, a real estate company, partnered with the vendor Renascence to implement a CX Governance and Reporting Framework. The challenge was to establish a structured program to oversee and monitor customer experience across Aldar's multiple business units, needing a centralized governance model and a mechanism to track CX performance.

Renascence implemented the solution by forming a CX Committee and producing over 10 detailed monthly reports from January 2022 to January 2023. These reports evaluated four key business units using Voice of Customer data and mystery audits, which provided actionable insights. The results included significant improvement in CX across Aldar's assets, with the reports becoming a vital decision-making tool for understanding customer needs and optimizing processes.

Aldar