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One of Saudi Arabia’s largest developers was looking to enhance the customer experience throughout its entire portfolio, with a focus on the retail and entertainment properties.
Strategy& launched a customer survey across the client’s key properties and devised a comprehensive customer experience strategy covering the end-to-end journey. The strategy aimed to evolve the offering from one that focuses on the basic needs of comfort and convenience to one that encompasses a next-generation immersive experience:
The resulting initiatives were approved by management, then rolled out on a pilot property prior to proceeding to nationwide adoption.