Aldar. Implementação da Estrutura de Governança e Relatórios de CX
A Aldar Properties fez parceria conosco para estabelecer um programa de governança de CX, que evoluiu para o Comitê de CX (CXC), supervisionando a experiência do cliente em várias unidades de negócios. De janeiro de 2022 a janeiro de 2023, mais de 10 relatórios foram produzidos, avaliando as principais unidades de negócios, com insights da Voz do Cliente (VOC) e auditorias de cliente oculto.
01 —The Impact
The results, up front.
Through our continuous assessment and recommendations, Customer Experience (CX) across Aldar's assets significantly improved over the engagement period. The reports became a vital tool for decision-makers, helping them better understand customer needs and optimize their processes accordingly.
02 — The Challenge
Where they started.
We began by suggesting a governance framework and carefully mapping out the setup and planning phases for Aldar's CX strategy. Initially, we recommended a centralized approach driven by the committee, with plans for decentralization over time. Once the framework was solidified, we focused on establishing a reporting mechanism to monitor CX across all Aldar assets.
03 —What We Did
The work.
From January 2022 to January 2023, we produced over 10 C…
From January 2022 to January 2023, we produced over 10 CXC reports, each covering one month. These reports assessed all of Aldar's key business units, including development, commercial, education, and hospitality. The data included Voice of Customer (VOC) insights and mystery audit findings, highlighting areas of success and those needing improvement.
Each report involved a deep dive into customer feedback…
Each report involved a deep dive into customer feedback and journey analysis. Using a combination of VOC data and mystery audits, we identified key pain points in customer interactions. This allowed us to pinpoint specific areas where CX improvements could be made, where benchmarks can be assessed, and where Aldar was excelling.
04 — Approach & Methodology
How we got there.
CX Consultant
05 —In Practice
Project samples.
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