Case Study: Meraas defines the shopping and leisure destination of the future with Renascence

Meraas defines the future of destination CX with Renascence, backed by 5k customer responses

Meraas, a developer of shopping and leisure destinations, sought to define and consistently deliver the future of customer experience across its diverse portfolio, including the City Walk property. They engaged the consultancy Renascence to undertake a comprehensive customer experience and digital transformation initiative.

Renascence implemented a solution that included extensive customer research to define over twenty detailed customer archetypes, the design of a new CX vision, and the mapping of future customer journeys. This work culminated in the creation of a behavioral tracking model and the design of two digital solutions, including a concierge app. The project provided Meraas with a clear framework to focus investments and deliver a consistent, personalized experience for its customers.

Meraas