Case Study: Emaar enhances customer happiness center efficiency with Renascence CX design and transformation

Emaar transforms its Customer Happiness Center with Renascence, fixing 30+ pain points across 36k profiles

Emaar Properties sought to understand and improve the effectiveness of their Customer Happiness Center, a facility with numerous physical and digital touchpoints for customer support. They faced the challenge of gaining a comprehensive view of how the space was used and perceived across diverse customer journeys. Renascence was appointed to conduct this CX design and transformation analysis.

Renascence implemented a detailed study, analyzing 36,000 customer profiles across hybrid journeys using real-time sensors. They identified over 30 pain points and transformed six key touchpoints, improving their efficacy and the perception of provided information. The vendor recommended a new setup that optimized the consumption of space and services, making previously redundant elements useful or substituting them entirely.

Emaar