Serco launches new research business

ExperienceLab will collate the company’s data and insights

Serco sends its behavioural insights back to the airports to further enhance its customers’ experience
Serco sends its behavioural insights back to the airports to further enhance its customers’ experience

Public services provider Serco has rolled out ExperienceLab, a business which collates the company’s data and insights on customer behaviour and needs.

Implemented in Dubai Airports, the data collected by ExperienceLab helps to deliver key services to passengers at the airports’ busiest areas. Serco sends its behavioural insights back to the airports to further enhance its customers’ experience.

ExperienceLab feeds into Serco’s current business strategy of managing people, assets and data explained sister publication Aviation Business Middle East.

Did you like this story?
Click here for more

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.”

Its unveiling comes shortly after Dubai Airports and Serco entered a new five-year contract.

With the contract in place, more than 1,000 staff members will benefit from Serco’s processing systems, designed to help with efficient staff deployment and scheduling at the airports. Serco will also provide recommendations on the best ways to manage Dubai Airports’ workforce.

For all the latest hospitality news from UAE, Gulf countries and around the world, follow us on Twitter and Linkedin, like us on Facebook and subscribe to our YouTube page.

Most Popular

Newsletter

Reports

Human Capital Report 2017

Human Capital Report 2017

The second annual Hotelier Middle East Human Capital Report is designed to explore the issues, challenges and opportunities facing hospitality professionals responsible for the hotel industry’s most important asset – its people. The report combines the results of Hotelier Middle East's HR Leaders Survey with exclusive interviews with the region's senior human resources directors.

Hotelier Middle East Housekeeping Report 2016

Hotelier Middle East Housekeeping Report 2016

The Hotelier Middle East Housekeeping Report 2016 provides essential business insight into this critical hotel function, revealing a gradual move towards the use of automated management and a commitment to sustainability, concerns over recruitment, retention and staff outsourcing, and the potential to deliver much more, if only the industry's "image problem" can be reversed.

From the edition

From the magazine