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Emirates, IKEA, Lulu Hypermarket Rank Among Top 5 UAE Brands for Exceptional CX in KPMG 2022 CEE Report

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The UAE’s top brands accelerated their digital transformation to improve engagement with customers during and after the pandemic, with Emirates, IKEA and Lulu Hypermarket overtaking a majority of retail brands with stellar customer experience. This is according to KPMG’s 2022 Customer Experience Excellence (CEE) report, which captured the views of more than 89,000 customers on their experiences with brands across the UAE.

Emirates has retained the top spot for upholding its legacy of outstanding service and customer engagement. Leading in all six CEE pillars, Emirates demonstrated a well-executed end-to-end CX. IKEA earned a CX top ranking for its wide range of product categories available at a one stop-shop, as well as its home delivery service featuring real time updates on the status and progress of orders.

Meanwhile, many companies steadily improved their CX rankings since 2017 as a result of accessibility of stores, high-quality of customer service and loyalty apps. Services such as digital solutions and immersive guest experiences, including upgrading their visual communications platforms to enhance scheduling flexibility and adding professional video syncing capabilities, earned companies a top spot with consumers.

Goncalo Traquina, Partner in Management Consulting and Head of the Customer Advisory at KPMG Lower Gulf said: “The findings from the latest edition of the KPMG CEE report show that customers value brands that offer an interconnected experience across multiple channels. Many are leveraging AI-driven tools like predictive analytics to deliver a hyper-personalized experience that resolve issues before customers are even aware that they exist. From customizing website-based customer activity to intelligently recommending products, reaching out to customers with individualized offers and rewards at the right moment, UAE brands are going the extra mile to capture consumers. As they navigate the road ahead, they will need to remain agile as consumers seek out a blend of online and offline retail experiences.”

Despite the convenience of online shopping, the report shows that customers are returning to physical stores now that restrictions have been eased post pandemic. As a result of this, brands will need to focus on using advanced predictive and prescriptive technologies to mitigate customer problems before they occur. The report showed that many UAE brands are using modern tools and technologies to analyze data, mine insight, and optimize CX metrics to drive increased business value. They are moving from simply measuring customer satisfaction to complex multilevel measurement frameworks that span end-to-end journeys and drive decision making.

The KPMG CEE report also pointed to a heightened focus on ESG, with a majority of customers expressing desire to make more sustainable or ethical purchases in the next six months. This matches the findings of the KPMG 2022 CEO Outlook, where 74% of CEOs expressed that ESG and digital investment were inextricably linked, with 62% planning to invest at least 6% of revenues in programs that would help their organizations be more sustainable.

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Hospitality

SUN SIYAM VILU REEF SHOWCASES THE SOUL OF MALDIVIAN CUISINE THROUGH ITS SIGNATURE “KANDU KUKULHU” COOKING EXPERIENCE

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A chef is demonstrating a cooking technique over a large frying pan in an outdoor, thatched-roof cooking class area, with several Maldivian dishes laid out on a table in front of him.

At Sun Siyam Vilu Reef, Maldivian cuisine is honoured not merely as food but as a reflection of island heritage and identity. One of its most meaningful traditions is the preparation of Kandu Kukulhu, the Maldives’ iconic rolled tuna curry. Rooted in local custom and shared across generations, this dish has become the heart of Vilu Reef’s weekly Maldivian cooking classes, offering an intimate encounter with the flavours, techniques, and stories that define the islands. As part of the resort’s signature culinary journey, it brings the Maldivian spirit to life through authentic tastes and thoughtful storytelling.

Deeply rooted in local tradition, Kandu Kukulhu reflects centuries of craft and care. At Vilu Reef, the experience is guided by the resort’s Maldivian chefs, who demonstrate each step with the precision and intuition that comes from generations of practice. Guests will discover to artfully slice the tuna and layer it with aromatic spices to binding the rolls with coconut or pandan leaf. As the curry slowly cooks in coconut milk, its scent fills the atmosphere, offering a vivid glimpse into everyday island cooking. It is an experience that lingers long after the final tasting.

Kandu Kukulhu, which literally translates to “chicken of the sea,” is the Maldivian special tuna curry, a remarkable tribute to the Maldives islands’ deep-rooted connection to the ocean.

Sun Siyam Vilu Reef’s culinary story celebrates Maldivian heritage, moving beyond simply serving fresh seafood,” says Chef de Cuisine Mohamed Hameed, known as Chef Printey. ” It is a connection to our islands, our people, and the traditions that shaped Maldivian cuisine. By sharing these methods, we bring our cultural narrative to life in the most sincere way.”

The cooking class forms a key part of the Maldivian Roots Signature Experience, that highlights the flavours, crafts, and cultural expressions that define the Maldives. It embodies the Sun Siyam philosophy of celebrating island life through meaningful encounters and genuine Maldivian spirit. This experience is available for all guests at Sun Siyam Vilu Reef and can be booked in advance during their stay.

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Hospitality

HOW TECHNOLOGY AND GLOBAL REACH ARE RESHAPING THE FUTURE OF UAE REAL ESTATE

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A wide-angle interior shot of a casual, brightly lit PizzaExpress restaurant shows dining tables, a communal bar area, and a large, colorful mural depicting a stylized map of Dubai on the wall.

Attributed by Maqsood Mohommad, Founder & Chairman, AFM Holding Group

The UAE’s real estate sector is entering a pivotal new phase, one defined not by rapid expansion alone, but by strategic consolidation, smarter investment frameworks and the deep integration of technology across the value chain. As we look ahead to 2026, investors are increasingly prioritising structured solutions, data-backed insights and future-ready assets. The appetite for Dubai real estate remains strong, yet the mindset of the global investor has fundamentally shifted. Today’s buyers want clarity, measurable value propositions and the confidence that comes from operating in a regulated and technologically advanced ecosystem.

As the Founder of AFM Properties, I have witnessed firsthand how Dubai’s exceptional growth-driven by international investor interest, long-term visa programs, and solid economic fundamentals-has matured into a more selective and sustainable market. This evolution is both timely and healthy. It is pushing developers and agencies like ours to focus on quality, transparency, and long-term value creation, rather than short-term gains or transaction volume.

At AFM Properties, this shift has shaped our strategy in concrete ways. We are building smarter investment offerings, strengthening our global outreach and developing a broker network that extends far beyond the UAE. Our expanded Broker Connect Program is designed to reach international markets that have yet to fully tap into Dubai’s potential, ensuring that global investors can access high-performing opportunities with ease and transparency.

Technology sits at the heart of this transformation. Across AFM Properties, we are integrating digital tools, data analytics and automated systems to create a seamless, informed, and trustworthy investment experience. From digital-first marketing to real-time market insights, technology has become the decision-making engine for modern real estate, empowering investors anywhere in the world to evaluate opportunities clearly and make confident decisions. This mindset has become a central pillar within AFM Properties, elevating the customer experience while reinforcing the integrity of the investment process.

The UAE’s broader business environment mirrors this momentum. Diversification and innovation remain among the country’s greatest strengths, and these principles guide all AFM Holding Group ventures. For us, diversification is not simply about entering multiple industries;it is about creating interconnected ecosystems that support and enhance one another. Real estate is now deeply linked to our global outreach platforms, digital capabilities, and professional networks, enabling AFM Properties to operate with scale and agility in an increasingly competitive landscape.

As some segments of the UAE market approach saturation, global expansion becomes more critical than ever. The companies that will shape the next chapter of growth are those that reach beyond traditional markets, forge long-term international partnerships, and adopt a genuinely global mindset. Our Broker Connect Program reflects this philosophy, empowering brokers worldwide to represent Dubai properties under the AFM umbrella. This strengthens foreign investor channels, expands our global footprint, and supports the UAE’s ambition to remain a leading global investment hub.

Ultimately, the resilience of the UAE’s real estate sector will depend on businesses that combine innovation with global ambition. At AFM Properties, our mission is to support this vision by connecting international investors to a market that consistently delivers safety, growth, and long-term value. As we move toward 2026, the companies that embrace technology, transparency, and global connectivity will not only thrive—they will define the next era of real estate transformation in the UAE.

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Hospitality

MARRIOTT RESORT PALM JUMEIRAH LAUNCHES ‘PAWFECT STAY ON THE PALM’ 

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A dog is sitting comfortably on a cushioned outdoor chair next to a small table on a spacious, private hotel terrace overlooking a sea view.

Marriott Resort Palm Jumeirah, Dubai is extending a warm welcome to four-legged guests with the launch of ‘Pawfect Stay on the Palm’, a thoughtfully curated pet-friendly staycation package. The new offering coincides with the unveiling of the resort’s 14 newly added Palm Seaview Rooms with Terrace, boasting an expansive outdoor entertaining and sun basking area. 

The resort has also announced exclusive collaborations with two prominent homegrown UAE pet brands, Furchild Pet Nutrition and Pet World UAE. These partnerships aim to enhance the stay for pet owners by providing them with exclusive access to offers and discounts on high-quality, locally trusted food and pet accessories throughout their visit.

Located on the second floor, these new rooms blend stylish design with outdoor access, making them the ideal base for guests travelling with pets. Their introduction enables the resort to officially become the first five-star property on Palm West Beach to welcome pets, reinforcing Marriott’s guest-first philosophy. 

From the moment of arrival, pets are made to feel like VIPs. A special welcome at check-in includes tailored treats, a welcome letter, and an in-room pack featuring a pet bed along with food and water bowls and branded “Pet in Room” door hanger for use during their stay and take home goodies – chew toy and a walking map. The experience continues with a pet-inclusive breakfast, and a choice of lunch, or dinner that can be enjoyed either in-room or at MYAMI. Dining outlets Myami and Bal Harbour Beach now offer dedicated pet menus and shaded seating, while the Fountain Area provides a relaxed space for downtime. 

A highlight of the stay for many guests is access to the Promenade along Palm West Beach, a scenic, pet-friendly stretch perfect for early morning walks, sunset strolls, or simply soaking in the beachfront atmosphere. Widely considered one of Dubai’s best walking spots for dogs, it’s just steps from the resort and easily accessible from the pet-friendly rooms.

“Guests told us what they wanted, and so we created it,” said Gerrit Schmitt, General Manager, Marriott Resort Palm Jumeirah“The addition of pet-friendly stays reflects our commitment to evolving with our guests and delivering meaningful moments of connection. We’re proud to be the first five-star resort on Palm West Beach to open our doors to pets. It’s a natural next step in creating personalised experiences that we hope guests and their furry friends will treasure forever.”

To celebrate and champion this new chapter of hospitality within the local pet community, the resort has teamed up with two of the UAE’s foremost homegrown pet brands. This means every guest bringing their pets can enjoy special offers and discounts from Furchild Pet Nutrition, the UAE’s first and leading fresh and raw pet food company, and Pet World UAE, a premium retailer offering a wide variety of pet products and accessories. These partnerships ensure all pet parents can avail the highest quality, locally trusted food and supplies throughout their stay at the resort, while the canine and feline guests are truly treated like royalty, creating a true home-away-from-home experience, whether they choose the package or simply enjoy the resort’s pet-friendly amenities. 

With pet-friendly stays still rare in the UAE’s premium hospitality space, this offering meets a growing demand among local residents for accessible, high-quality getaways that welcome every member of the pack.

Pet policy includes: 

  • Pet-friendly stays are available only in Palm Seaview Rooms with Terrace
  • Up to two pets (dogs or cats only) per room, maximum 25kg each
  • AED 300 non-refundable fee per room, per night applies
  • Pets may transit through guest lifts, the second-floor hallway, and the lobby, but should not linger in these areas
  • Designated pet-friendly areas include Myami, Bal Harbour Beach, the Fountain Area, and the Promenade (map provided in-room) 

The ‘Pawfect Stay on the Palm’ package is available exclusively via marriottresortpalmjumeirah.com and includes premium pet amenities, curated in-room dining, and other exciting pet-friendly perks. 

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