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.
This future vision needed to consider how data, digital, and AI-enabled services could be intentionally embedded from day one to support scale, personalisation, and operational intelligence.
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