Dubai Holding Community Management honoured at Real Estate Asia Awards 2025

This prestigious honour recognises DHCM’s transformative approach to elevate customer experience, driven by innovation, technology, and team empowerment.

Dubai Holding Community Management (DHCM), a leading name in community management, has been awarded Customer Service Innovation of the Year - United Arab Emirates at the Real Estate Asia Awards 2025.

This accolade highlights DHCM’s ongoing commitment to delivering world-class service across its Contact and Engagement Centres, led by a dedicated Customer Experience Department structured around three strategic pillars: Voice of Customer, Performance Management, and Mystery Shopper. These specialised teams work in synergy to elevate service delivery and build meaningful community connections.

Built on the pillars of teamwork, innovation, and continuous improvement, the department is guided by global standards such as ISO 9001 and ISO 18295.

At DHCM, customer experience isn’t just a function; it’s a mindset that connects people, purpose, and service at every touchpoint.

In 2024, this philosophy came to life through a series of transformative initiatives that elevated customer satisfaction, empowered our frontline teams, and reinforced a culture of care and excellence across our organisation.

A cornerstone of DHCM’s strategy was the introduction of a structured customer feedback system powered by Qualtrics, allowing the organisation to track Customer Satisfaction (CSAT) and Net Promoter Scores (NPS) in real time. This data-driven approach enabled swift, meaningful responses to resident needs and pinpointed areas for continuous improvement.

Internally, DHCM fostered a culture of shared accountability and growth by implementing regular feedback loops for employees and deploying real-time dashboards that connected data across departments. These tools enhanced collaboration and improved operational decision-making at every level.

Training and development also took centre stage. DHCM rolled out over a dozen sessions of its Quality Series, aimed at sharpening communication and service delivery skills. Amongst them, initiatives like Fun Friday encouraged team bonding through light-hearted engagement.

A self-paced learning programme was introduced to support employee upskilling without interrupting service delivery. Additionally, the launch of the EX Wishlist, inspired by feedback from DHCM’s Employee Satisfaction Survey, mapped out tangible actions to improve the employee experience. These efforts collectively contributed to notable gains across key service metrics, including a 92% customer satisfaction rate per agent, 82% satisfaction per service, and strong digital and voice interaction scores of 94% and 93%, respectively. Most importantly, they led to a marked uplift in employee morale and overall engagement across the organisation.

Looking ahead, DHCM is poised to continue building on this momentum.
The company is set to launch the QXcellence Contest, a friendly, company-wide competition designed to spotlight top talent and cultivate a culture of continuous improvement.

Furthermore, the company will work towards achieving the ISO 10002 certification to strengthen its approach to complaint management and customer satisfaction.

Other upcoming initiatives in 2025 are passion-based hiring assessments, which will ensure the recruitment of service-driven individuals; customer experience workshops that will include cross-department sessions that align teams and sharpen service skills; AI integration, in which the automation of internal processes and the provision of real-time AI support to agents will be implemented for smarter and faster service; an external knowledge base, a user-friendly self-service hub for customers that reduces contact volumes; and continued coaching and accountability to raise their quality score to 95%.

Together, these initiatives underscore DHCM’s vision of creating people-first communities through innovation, operational excellence, and an unwavering commitment to service.

In a region rapidly evolving in scale and sophistication, Dubai Holding Community Management stands out not only for its performance metrics but also for its belief that exceptional communities are built through consistent care, smart systems, and a deeply human approach to service.

The Real Estate Asia Awards spotlights the dynamic world of real estate in Asia and recognises the exceptional real estate projects, developments, and companies that make a lasting impact on their local communities. The awards programme highlights initiatives that push the boundaries of innovation and excellence.

The Real Estate Asia Awards is presented by Real Estate Asia Magazine. To view the full list of winners, click here. If you want to join the 2026 awards programme and be acclaimed for your company's exceptional projects or initiatives in the Real Estate industry, please contact Julie Anne Nuñez at [email protected].