Sharing our knowledge

Patient experience is an emerging field, driven in part by the increasing emphasis from regulation, reimbursement incentives, and consumer demands. It goes far beyond providing excellent clinical care. Care today requires that every aspect of the patients’ journey is considered and addressed.

The landscape of healthcare is rapidly shifting to incorporate the best practices in the customer experience discipline that have been tried, tested, and fine-tuned by many businesses across the globe.

In today’s reality, we are all customers no matter what the exchange is. Being a patient does not make us less of a customer, it makes us more so. I cannot think of a situation that mandates excellence in care and caring or creating positive experiences than a patient seeking services for one’s health, particularly when ill and vulnerable.

Why is it so difficult to make patients feel cared for, treated with kindness and respect, and include the patient and family in the patient’s healthcare plan?

Every brand has a story. Ours is rooted in a simple belief: customer experience is the strongest differentiator a brand can own. For more than two decades, CRM Middle East has partnered with iconic Maisons and premium brands to design, measure, and operate CX that inspires loyalty.

Customer service is often mislabeled as a cost center. In reality, when you design and run CX well,it becomes a powerful profit engine - especially in luxury where trust, emotion,and repeat relationships drive value.

Even the best CX strategy fails without skilled people to deliver it. Training turns frontline staff into true custodians of your brand. In luxury, where expectations are exacting, training is an investment that pays back in loyalty and revenue.

Customers think in experiences, They might discover your brand on Instagram, inquire via WhatsApp, confirm details over a call, and purchase in‑store. If any handoff breaks, the experience breaks. Omnichannel CX connects it all

Customers don’t experience brands in straight lines. They browse online, ask questions on whatsapp, call for clarification, and visit the boutique to buy. Unless these touchpoints connect, the journey feels fragmented.

Customer experience is not just about NPS, it is about revenue, retention, and reputation. The challenge is proving ROI. Mystery shopping is a direct bridge between insights and financial impact: it shows what to fix, where to invest, and how to grow.

How do you truly know if your customer experience is working? Surveys and feedback forms provide partial insights, but nothing compares to experiencing the journey exactly as acustomer would. This is where mystery shopping excels—it measures what matters:consistency, effort, emotion, and the ease of doing business.

In today’s hyper‑connected world, brands thrive or fail on the quality of the experiences they deliver. Customers expect immediate, seamless, and personalized responses whether they reach out via phone, email, live chat, WhatsApp, or social platforms. Technology provides the channels, but it is people 'trained Brand Ambassadors' who truly define the experience.

We partnered with CX University to Launch the First-Ever Online Customer Experience Training in Arabic, CX University (CXU), a global leader in Customer Experience (CX) education, has partnered with CRM Middle East to launch the first comprehensive CX certification program delivered entirely in Arabic