mapping the path to success
Everything we do at Nakheel is designed around delivering an exceptional customer experience; not just meeting expectations of our customers but exceeding them.
Customer centricity is also at the heart of the ongoing transformation program at Nakheel, led by the Business Excellence team.
Working closely with various Business Units, the team was able to identify the interactions that matter most to our customers and have documented them in the Customer Journey Universe which features 11 experience areas with 185 journeys. This is the list of all experiences that must be designed and delivered.
The 11 experience areas are: property purchase, property services, community services, residential leasing, commercial leasing, broker services, marine, shopping, entertainment, land purchase and urban planning services.
Currently, the team is articulating some of the important journeys in co-design sessions with key business stakeholders. Following more than 30 workshops with various business units, 27 journey maps are close to being finalised.
Another important requirement is to work closely with the process teams and align customer interactions with the steps for each process. The team is also working to ensure that customer experience requirements are aligned with ongoing technology initiatives. The CX team is currently engaged in documenting, validating, and finalising the journeys with the respective C-level executives.
Although much has already been accomplished, Nakheel’s CX journey has just begun and has a long way to go. Marquee projects are being implemented that will help demonstrate tangible impact for customers, employees, and stakeholders.
At Nakheel, we aim to deliver the best experiences for our customers and want to be the global benchmark in the industry. The progress across the CX agenda would not have been possible without your support - thank you!