NEOM is redefining urban development, blending innovation with sustainability to create a future-focused destination.
As part of this vision, the guest experience had to be more than just seamless—it needed to feel intuitive, immersive, and tailored to a diverse range of visitors.
TCXA was brought in to develop a CX framework that would guide how guests interact with NEOM’s hospitality and lifestyle offerings, ensuring every experience aligned with the project’s bold ambitions.
NEOM’s scale and diversity introduced unique customer experience challenges:
Diverse visitor expectations across leisure, business, and cultural audiences.
The need for a scalable framework that could adapt as NEOM evolved.
Seamless integration between digital and physical touchpoints to create a frictionless guest journey.
Without a structured CX strategy, guest experiences risked feeling disjointed, reducing engagement and limiting long-term success
TCXA created a guest experience profiling and journey mapping strategy that set a foundation for NEOM’s hospitality vision.
Defining visitor profiles: We identified and categorized key audience segments, ensuring that every experience (whether digital or in-person) aligned with specific guest needs and expectations.
Journey mapping across key touchpoints: From arrival experiences to cultural and recreational activities, we outlined structured guest journeys that maximized engagement and ease of navigation.
Scalable CX framework development: Our solutions were built to grow with NEOM, ensuring flexibility to adapt to future expansions and technological advancements.
A clear roadmap for guest experience design, ensuring consistency across NEOM’s diverse hospitality and lifestyle offerings.
Stronger alignment between customer expectations and service delivery, allowing operators to provide seamless, high-value interactions.
A CX strategy built for long-term scalability, ensuring that as NEOM grows, its guest experience remains world-class.
By creating a structured, adaptable guest experience framework, TCXA ensured that NEOM’s hospitality ecosystem would not only meet expectations but also set a new global standard for customer experience in large-scale developments.
Let’s create a future-proof strategy—connect with a real estate expert today!
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