Retail & Hospitality CX Optimization in Dubai
CX breaks at the seams. Fix the seams.
Retail and hospitality customers tolerate a lot until recovery fails. The happy path markets you. The seam path decides repeat behavior.
I design the seams: explicit states, ownership, recovery paths, and staff workflows so CX becomes consistent and scalable.
Reality
Repeat behavior is decided in recovery: refunds, substitutions, cancellations, and disputes.
What breaks
Policies live outside the product. Exceptions are ad-hoc. Staff tools fight reality, customers pay the price.
What I fix
Seam design: recovery flows, internal handoffs, and QA standards so experience stays stable under load.
Symptoms
- Complaints rise even though UI looks fine
- Refund and return experience is unclear or inconsistent
- Substitutions create distrust and escalations
- Support becomes the bridge between teams and customers
- Staff tooling is clunky and customers feel the friction
- Scaling channels and locations increases chaos and rework
What I install (execution system moves)
- Recovery states: clear status and next action at every seam.
- Policy-in-product: rules embedded in flows, not hidden in PDFs.
- Staff workflow alignment: internal tooling supports recovery, not improvisation.
- Ownership clarity: who does what, when, and how customers self-resolve.
- Handoff guardrails: acceptance criteria and QA checks for seam behavior.
Seams I usually model
- Refunds and timelines
- Returns and approvals
- Substitutions and customer consent
- Cancellations and partial fulfillment
- Disputes and escalation paths
What I optimize for
- Self-resolution over support dependency
- Consistency across branches and channels
- Clear expectations over surprise friction
- Repeatable ops that does not collapse at scale
Engagements
Identify the seam that is leaking trust and build a practical fix plan.
Design recovery flows and staff handoffs so CX remains stable under exceptions.
Keep shipping disciplined while scaling channels, policies, and operations.
If repeat behavior is weak, start with the seam. A Clarity Sprint surfaces the real failure point and locks a plan your team can ship.
Start with a Clarity Sprint