Serco Middle East launches ExperienceLab research facility

Published: 19 February 2020 - 3:45 a.m.

International public services company Serco Middle East has revealed the ExperienceLab research facility within its Dubai headquarters, which is designed to support customer experience with services and digital products.

Launched as part of Serco Middle East’s growth plans for 2020, ExperienceLab is part of the company’s strategy which focuses on managing people, assets and data.

Serco said that among the public services that will benefit are airports, metros, hospitals, government divisions and universities, with clients being able to use insights generated by ExperienceLab to evolve and adapt their products and services.

Serco is already leveraging insights and research conducted by ExperienceLab in Dubai Airports to deliver hospitality and passenger services across passenger touchpoints.

Commenting on the launch of the research facility, Serco Middle East CEO, Phil Malem, said: “We have an exciting growth plan for 2020 and the launch of ExperienceLab is an integral part of that. Acting as a wraparound to our strategy of data, people and asset management, ExperienceLab will be key to driving service excellence.

He added: “Through offering a cutting edge laboratory within our Dubai headquarters, we will be able to service our clients even better through a consultative approach that directly benefits the end user.”

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