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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

SolitAir Partners with Marsh McLennan for Aviation Risk Management

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SolitAir

SolitAir has announced a strategic partnership with Marsh McLennan. As part of the collaboration, Marsh will provide comprehensive coverage to safeguard SolitAir’s growing fleet of Boeing aircraft, along with its other operational assets.

Commenting on the partnership, Hamdi Osman, Founder & CEO of SolitAir, said: “This collaboration is a significant step in our mission to revolutionize regional air cargo logistics and enhance our service offerings across Africa, the GCC, the Indian Subcontinent and the Stan countries. Marsh’s extensive expertise in risk management and tailored insurance solutions will help us navigate the complexities of the air cargo industry, enabling us to operate with greater confidence and efficiency. Their commitment to leveraging technology aligns perfectly with our vision of being a technology-driven company. Our partnership with Marsh reinforces SolitAir’s commitment to delivering exceptional service and operational excellence. We look forward to a successful collaboration.”

David George, Deputy Chairman, Aviation at Marsh Specialty, said: “Marsh Aviation are proud to be supporting Solitair, a dynamic new Cargo and Express delivery platform in the Gulf. Great people and a great business that will be a great success.”

SolitAir’s growing fleet currently includes four Boeing 737-800 BCF freighters. These aircraft operate out of the airline’s 220,000-square-foot cutting-edge logistics facility at DWC. Three more aircraft will join its fleet by the end of August 2025. The cargo airline planes to have a fleet 20 aircraft by 2027. The company is also laying the groundwork for integrating electric aircraft into its network by the end of the decade, in line with its sustainability vision. 

The versatile fleet is optimised for reliability, efficiency and the safe transport of specialised cargo, including temperature-sensitive pharmaceuticals, e-commerce shipments and hazardous materials.  

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CG Hospitality and Marriott International Launch Series by Marriott with The Fern Brand Portfolio in India

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Marriott

CG Hospitality Global, the hospitality arm of CG Corp Global and majority stakeholder in Concept Hospitality Private Limited (CHPL), proudly announced a landmark collaboration with Marriott International for the Global Launch of Series by Marriott— A new midscale and upscale collection brand. This historic move is anchored by the affiliation of The Fern portfolio, one of India’s most respected eco-sensitive hotel chains.

Founded in 1996, CHPL has grown into one of India’s most respected hotel management companies. This partnership marks a major milestone for India’s hospitality sector. The Fern, The Fern Residency, and The Fern Habitat will be integrated into Marriott’s global ecosystem. With over 120 operating hotels under various brands, in 90 cities and 40 additional properties in the pipeline at CHPLA, the deal is expected to add up to 84 Fern branded hotels and approximately 6,000 rooms to Marriott’s India portfolio—making it one of the most significant multi-unit transactions in the country’s hospitality landscape.

The agreement includes a strategic equity investment by Marriott in CHPL and an exclusive long-term co-branding relationship for The Fern brands in India. Fern hotels will now benefit from Marriott’s global distribution platforms, digital systems, and the Marriott Bonvoy loyalty program with 237 Million members, while retaining their independent spirit and regional identity.

This collaboration reflects CG Hospitality’s long-standing belief in the strength of regionally rooted brands with global potential. CG Hospitality, headquartered in Dubai, has nurtured Fern into a leading name in eco-sensitive, high-quality hospitality. Having already established a strong footprint in the UAE with landmark properties such as Taj Jumeirah Lake Towers, the partnership now takes that vision global, amplifying the reach and capabilities of The Fern across the Middle East and beyond.

Rahul Chaudhary, Managing Director & CEO, CG Corp Global & CG Hospitality Holdings, said:
“This strategic collaboration represents more than just a portfolio expansion—it’s the alignment of two shared visions to redefine the mid-market hospitality landscape. At CG Hospitality, we’ve long championed sustainable, responsible, and accessible hospitality, particularly through Fern’s pioneering presence across India’s Tier 2 and Tier 3 cities. With this partnership, we’re now setting our sights on taking The Fern to 500 hotels by 2030, and arguably making The Fern brands, the biggest in this segment, in India, while expanding CG Hospitality’s footprint to 650 hotels globally. Marriott’s global scale, trust, and loyalty ecosystem will be a powerful catalyst in achieving this ambitious vision. Together, we’re not only strengthening India’s hospitality infrastructure but enabling a regional eco-sensitive brand to thrive on the global stage. This is a defining moment for The Fern and a bold new chapter for Indian hospitality.”

This collaboration reflects a shared commitment to scaling responsibly and serving consciously, particularly across emerging and culturally rich destinations in India.

“Series by Marriott furthers Marriott’s commitment to delivering lodging offerings in the right place at the right price with basics done well,” said Anthony Capuano, President and CEO of Marriott International. “Creating a new, regional collection brand will further Marriott’s reach among value-conscious travelers, provide additional choice for our existing Marriott Bonvoy members and guests, and offer more affiliation opportunities for local owners. We are thrilled to launch Series by Marriott through our founding deal with CHPL. This deal will help meaningfully expand Marriott’s leading position in India, a key market for the company. We see this multi-unit conversion deal as a strong foundation as we look to accelerate growth of the Series by Marriott collection in additional markets around the world. The Fern portfolio throughout India is highly regarded and CHPL’s commitment to operational excellence and meeting the needs of regional travelers embodies the spirit of the Series by Marriott brand.”

CG Hospitality currently operates a diverse portfolio of 195 Hotels, Resorts, and Wellness destinations across 12 countries and 127 destinations. This partnership underscores CG Hospitality’s role as a global enabler for Indian hospitality brands and its continued investment in the future of India’s travel and tourism industry and in high-growth regions such as the Middle East. CG Hospitality and Marriott International recently also signed an agreement to convert The Farm at San Benito in the Philippines into an Autograph Collection resort, marking the brand’s debut in the country and a significant step in expanding the wellness-focused property to international markets.

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Hospitality

Park Regis Kris Kin Unveils Level 19 Lounge & Bar – A bold New Chapter in Dubai’s Social and Culinary Scene

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Level 19 Lounge & Bar

Park Regis Kris Kin Hotel Dubai proudly announces the official opening of Level 19 Lounge & Bar. Located on the 19th floor of this 5-star hotel, the sophisticated yet unassuming venue is perfect for the city’s discerning tastemakers, offering an elegant fusion of modern global cuisine, artisan mixology, and elevated ambiance.

A seamless meld of bold flavors and stylish design, Level 19 Lounge & Bar is more than just a lounge—it is an immersive experience. With sleek and reflective interiors akin to Dubai’s skyline, this venue exudes Dubai’s multicultural essence. Rich maroon, grey, and black interiors complemented by elegant silver accents provide for a dramatic yet embracing atmosphere. The vertical “19” motif punctuates the space, symbolizing its sky-high ambition and location in the building.

The menu at Level 19 Lounge & Bar celebrates culinary artistry with selections crafted to intrigue and impress. From Golden-seared Scallops on Cauliflower Purée to the indulgent Tomahawk Steak, each offering is a masterclass in flavor and presentation. The culinary journey continues with globally inspired creations such as Teriyaki Beef Steak Kebabs and Herb Chicken with Rice Pilaf, each attesting to Dubai’s traditional yet cosmopolitan cultural vibrancy.

The cocktail selection is equally daring, with handcrafted concoctions like The L19 Knock Out and Pinky Butter On Top, drawing their origins from local inspiration and storytelling. These signature drinks, served with style and sophistication, embody the spirit of the lounge—a balance of understated flair and luxury, hence the venue’s tagline of Sultry Sophistication.

Michael Chan, General Manager of Park Regis Kris Kin Hotel, shared his vision, “At Park Regis Kris Kin, we understand that today’s guests seek more than just luxury—they seek meaningful experiences. Level 19 Lounge & Bar is designed to be just that: a place where social moments become memories, and where culinary innovation meets cultural authenticity. It’s a celebration of Dubai’s dynamic rhythm—elegant, energetic, and ever-evolving.”

The official opening event was a glittering affair, drawing a distinguished guest list of media personalities, influencers, radio hosts, and representatives from some embassies. The evening highlighted Level 19 Lounge & Bar’s mission to becoming a part of Dubai’s hip cultural and culinary scene.

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