Journey Thinking: Scaling Experience Design with Customer Obsession

Designer: CX, Real Estate Division, Keppel Ltd.

Category: Experience Design

Project country: Singapore

Keppel’s Real Estate Division (REDiv) spearheads organisational transformation with its ”Journey Thinking” program, championing customer-centricity. Led by the Customer Experience (CX) team, interventions include comprehensive online training, equipping front-line staff with service qualities, collaborative journey designing, business mentorship, a digital resource hub, and a Quarterly Customer Obsession Council. The program has impacted 1150 staff, resulting in a significant 57% year-on-year growth in Net Promoter Score (NPS) and 16 recognized R.E.A.L. ambassadors.

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