Cenomi
Retail & Lifestyle Group (KSA)
The Challenge
Following a major business transformation and rebrand, Cenomi needed to unify customer and operational performance across a diverse portfolio of shopping malls and lifestyle destinations.
Legacy operations, inconsistent standards, and limited insight into customer perception were hindering experience delivery and strategic alignment. The challenge was to stabilise current performance while designing a future vision for flagship malls that would set a new benchmark for retail and lifestyle experience in the Kingdom.
The Intervention
Our founder led the transformation to improve current-state performance and define the future customer vision for flagship destinations.
The work combined strategy, research, and design-led innovation to ensure that customer understanding directly informed commercial and investment priorities.
Strategy & Value: Defined the enterprise-wide customer experience vision and roadmap, linking experience improvement to brand and business strategy. Created alignment across leadership and operations functions to ensure investment and decision-making were anchored in customer value and long-term growth.
Operational Excellence: Established a performance framework to assess and uplift customer experience standards across the existing retail portfolio. Streamlined processes, improved responsiveness, and introduced clear metrics for operational accountability across multiple asset classes.
Experience by Design: Designed the future-state customer experience model for flagship retail destinations, integrating human-centred design, environmental psychology, and commercial optimisation.
Working alongside cross-functional teams, reimagined space, flow, service integration, and the evolving relationship between physical and digital touchpoints, blending strategic foresight with operational design execution.
Customer Intelligence: Conducted deep market research, trend analysis, and customer perception studies to inform both short and long-term strategy. Used behavioural and experiential insights to identify opportunities for differentiation and innovation, ensuring that design, service, and investment decisions reflected real customer expectations and future lifestyle trends.
The Outcome
The program unified customer, operational, and brand strategy under a single CX vision, creating measurable uplift in customer engagement, footfall, and portfolio performance.
The future-state blueprint positioned the business as a pioneer in experience-led destination design and set the foundation for scalable CX maturity.
Key Results
Enabled a 64% profit increase, adding SAR 1.02 billion in value
25% increase in footfall across key retail assets
Defined and delivered the flagship customer experience vision and roadmap
Established a scalable foundation for CX led growth