Case Study: Aldar achieves triple NPS growth with Renascence CX transformation

Aldar triples NPS and delivers 200+ CX initiatives with Renascence

Aldar Group, the UAE's largest real-estate developer, faced challenges in customer centricity amid its rapid expansion into education, retail, and hospitality. Disconnected customer feedback, legacy systems, and a lack of digital automation hindered its growth. They engaged Renascence for a comprehensive customer experience and digital transformation initiative to become a more customer-driven organization.

Renascence implemented a group-wide strategy over six months, which included developing a CX vision, mapping customer journeys, and establishing a CX governance committee. The work spanned six business assets and over ten functions, yielding hundreds of initiatives. The measurable impact was a 300% growth in Net Promoter Score, achieving an exceptional NPS of 83 across all departments.

Aldar