Case Study: Dubai Properties transforms customer experience with Renascence

Dubai Properties maps 118 CX fixes with Renascence

Renascence partnered with Dubai Properties to transform the customer experience from the point of sale agreement onwards. The client sought to map and enhance its customer journeys, with a particular focus on the handover process and the potential of its MyDP digital portal. The challenge involved deeply understanding customer behaviors and friction points to design a future-state experience.

The solution involved comprehensive research, including interviews and workshops, leading to the development of a CX vision, customer archetypes, and redesigned journeys. Renascence delivered a detailed implementation plan with over 75 targeted solutions. The results included 118 identified fixes, 40 quick wins implemented during the project, and a clear roadmap to guide Dubai Properties’ ongoing customer experience and digital transformation.

Dubai Properties