Case Study · Real Estate Customer Experience & Digital Transformation

Emaarカスタマーハピネスセンター CXデザイン＆変革

プロジェクトの目標は、カスタマーハピネスセンターが顧客をどの程度サポートし、導き、ナビゲートし、満足させているかを理解することでした。

Customer ExperienceCustomer HappinessSpace Consumption

Client

Emaar Properties

Industry

Real Estate Customer Experience & Digital Transformation

Date

2024-09-09

Timeline

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01 —The Impact

The results, up front.

Touchpoints Transformed

Increased efficacy of usage, and improved the perception of information

Profiles Analyzed

36k

Across hybrid journeys using real-time sensors

Pain Points Fixed

30+

Discovered across physical and digital journeys

Identified who visits the customer care center and when, the type of touchpoints that were frequently accessed by those profile. Identified how the space and various touchpoints were used. Made the ones that were redundant actually useful or substituted completely. A new set up was recommended that helped optimize the consumption of the space and services within it.

02 — The Challenge

Where they started.

Emaar Properties decided to review the efficacy of the Customer Happiness Center in Emaar Square and appointed us to support. The biggest issue with conducting a research of a customer happiness center / customer care is the nature of numerous touchpoints: - Digital or Physical - Online or Offline - Queuing or Informing - Guiding or Navigating And then we have customers themselves with their own views and experiences, and therefore varying satisfaction levels. The task was clear: to have an overarching view of the customer happiness center and ensure that not a single stone remains unturned.

04 — Approach & Methodology