AI journey mapping provided by Kinetic & JourneyTrack replaces traditional mapping, which is fundamentally flawed. Kinetic helps customers move from journey mapping to journey management with JourneyTrack’s AI-forward solution

Dubai, United Arab Emirates, 17th March 2026: Kinetic Consultancy, the leading boutique consulting company providing smarter growth through strategy, customer experience (CX), and AI consultancy, announced its partnership with US-based JourneyTrack. Kinetic Consultancy delivers its CX services through its brand Kinetic CX. Kinetic has long been considered the thought leader in CX for enterprise growth and ROI in the GCC and Australia. With over 13 years in the region, the company has a track record of delivering transformational results for numerous companies across industries such as government, financial services, airlines, tourism, and property development. The company recently transformed its operations into an AI-powered consultancy to deliver greater value to its clients at every stage of a consultancy assignment.

The partnership with US-based JourneyTrack extends Kinetic’s AI-powered consulting model. JourneyTrack provides AI-powered software that transforms traditional journey mapping. Any organization that wants to deliver an optimal customer experience needs to understand its customers’ journey stages, the interactions they have at each stage and how well the organization performs, according to the customer expectations in delivering the desired outcomes. Journey maps are more useful to an organization when they can be modified to reengineer journey steps that might be causing pain for customers. However, traditional journey mapping to determine pain points or satisfaction at various journey stages has been flawed due to the lack of data, analysis, and insights that can be gathered through largely workshop-led journey projects. In addition, organizations mapped out their journeys on platforms that were static and prevented real-time or insight-led adjustments to be made to the journey maps. The end result was often a lengthy, high-cost exercise that delivered static journey maps that quickly became redundant.
The alternative solution provided by JourneyTrack and Kinetic is to deliver a CX project using a combination of Kinetic’s strategic and CX expertise with JourneyTrack's powerful AI-forward journey management platform. The software solution aligns with the UAE government’s strategy for service excellence and the recommendations of Dubai Smart Government. JourneyTrack is an AI‑forward customer journey management platform that uses multiple AI capabilities to speed up journey work, deepen insights, and connect CX to measurable business outcomes. Unlike traditional static journeys, it supports “living” journey systems that stay up to date by ingesting new qualitative and quantitative data and Voice of Customer (VoC) signals, then refreshing insights and annotations on existing journeys. AI recommendations generate prioritized actions and optimizations based on journey data, VoC insights, and opportunity scoring, helping teams decide “what to fix first.” Also, AI helps organize and search a centralized Data & Insights Hub so teams can find patterns, prior learnings, and related journeys quickly.

Compared to traditional journey mapping, the new software used by Kinetic has numerous benefits for the business. CEO for Kinetic Consultancy, Joe Tawfik, said, “JourneyTrack not only reduces the time to create the journeys but increases the organization’s ability to make a decision about what to fix and why by an estimated 90%. It also leads to about 20% decrease in customer churn and 15% increase in revenues. We can’t underestimate the value that this solution brings to organizations simply by providing a powerful AI engine that provides insights to living journeys.”

CEO for JourneyTrack, Ania Rodriguez, said, “We’re excited to partner with Kinetic to help organizations across the GCC move beyond static journey mapping to a more intelligent, data-driven approach to journey management. Kinetic’s deep regional expertise, combined with JourneyTrack’s AI-forward platform, enables companies to continuously understand and improve customer experiences while connecting CX initiatives to measurable business outcomes. Built by CX practitioners, JourneyTrack addresses the limitations of traditional mapping and gives organizations a practical way to operationalize journeys at scale. We’re proud to have been named a Leader in The Forrester Wave™ in Q4 2025 and look forward to helping organizations across the region accelerate their CX maturity and results.”

Kinetic Consultancy forms a multi-brand offering to unlock new value for organisations in the GCC through best-in-class AI-first CX, Loyalty, and App design & development solutions.

Abu Dhabi, United Arab Emirates: July 17 2025: Kinetic Consultancy, the leading boutique consulting company providing business growth and customer experience (CX) consultancy, has expanded its Kinetic CX  portfolio to include a broader range of AI-enabled services – spanning customer intelligence, loyalty strategy and management, UX/UI design, full-scale app development and cybersecurity.

This bold step to expand its CX portfolio supports Kinetic’s ongoing mission of accelerating business growth and reflects the maturing expectations of GCC organisations around Customer experience as a driver of measurable value.

Kinetic has always championed the belief that CX must be grounded in the creation of new business value, such as increased revenue, loyalty, profitability, and reduced churn. However, as organisations across the region seek to elevate customer value, they face a fragmented provider ecosystem and misaligned outcomes, often resulting in minimal or no new business value. To overcome this challenge, Kinetic has formed a multi-brand consortium of industry specialists, each a recognised leader in their domain, to deliver a comprehensive AI-led solution from one company.

“Our aim was to bring together the best global expertise and deliver a single, scalable solution to the region. We sought the very best talented teams to join us in serving our local clients in the UAE and the broader GCC marketplace, unlocking new value focused on ROI. Our goal is to deliver the most comprehensive offering in CX and loyalty ever, covering everything from customer strategies through to AI-led customer intelligence and personalisation, as well as loyalty program design and management, UX/UI design and development of apps, and cybersecurity and data governance.” Said Joe Tawfik, CEO of Kinetic Consultancy.

• AI-Powered Service Delivery Model to Unlock New Value

The comprehensive range of new services will enable organisations in the region to not only tap into a deeply talented and experienced team but also to leverage uniquely developed intellectual property centred on AI. What makes this offering highly differentiated is the use of AI to unlock new value for organisations. All the solutions will be delivered using an AI-first service delivery model. Whether it is journey mapping, customer insights, personalisation, loyalty management, app design and development, or cybersecurity, the entire spectrum of services is AI-enabled.

The various teams have developed intellectual property related to the use of AI, resulting in new commercial value.

• Transforming Loyalty Programs – Gravitas

Gravitas – An award-winning customer intelligence and loyalty consultancy, Gravitas brings deep expertise in AI-powered customer insights and personalisation. Their proprietary methodologies and customer intelligence platforms have delivered measurable business outcomes for major retailers, banks, telecommunications companies and theme park operators, including up to 100% increases in customer spending and 40% reductions in churn.

Gravitas has been the strategic partner behind some of the world’s most successful loyalty transformations. Most recently, their work in partnership with a leading APAC retailer was recognised at the 2025 International Loyalty Awards in Dubai, winning:

• Best Use of Data and Analytics (third consecutive year)
• Best Program Transformation Worldwide
• International Loyalty Program of the Year – APAC and Global

“We’re thrilled to partner with Kinetic and bring our proven approach to the UAE and GCC,” said Julie Fitzpatrick, CEO of Gravitas. Together, we offer a unique opportunity for brands to turn customer data into commercial growth. Joe and I bring over 60 years of combined experience in customer value management, loyalty and CX—and we’re excited to apply this in such a dynamic region.”

• Transforming App Design & Development - Anatic

Anatic – A UX/UI and app development leader, Anatic brings product design expertise and a proprietary AI development framework that has cut time-to-launch by up to 30%. Their digital tools, such as Heurio, have already transformed how global clients manage and debug digital assets.

The founder of Anatic, Zoltan Bartha, the UX/UI design and development expert leading the digital team, said, “We are also very excited to partner with Kinetic and launch new AI-enabled design and development solutions to the UAE marketplace. Our team possesses deep design expertise and product development capabilities. Our evolution to AI-driven solutions reduces the time and effort to design and launch an app. We are confident that our collective solutions will form a unique value chain from insights to execution.”

• Data Governance, AI Governance & Cybersecurity – Transform LogiQ

Transform Logiq – A data, cybersecurity and AI leader, bringing over 25 years of experience to the GCC. The introduction of new technologies, such as AI, to serve customers, deliver more personalised journeys, and unlock new value relies on good sources of data, effective data governance and a robust cybersecurity framework.

Broderick Smith, the leader of Transform Logiq and a certified AI Governance Professional (AIGP), said, “We are excited about working with Joe and the team. We have already worked closely together for the past few years, and now we are seeing a growing demand for data governance, cybersecurity and AI governance consultancy from organisations implementing new AI-led CX solutions like the ones offered by Kinetic and the team.”

• The End-to-End Solution Provides a Rich Offering for GCC Organisations

The combined offering provides organisations in the GCC with seamless access to:

• Award-winning intellectual property proven to generate business results
• CX strategies that transform organisations
• AI-powered customer intelligence and journey mapping
• Personalisation and loyalty strategy
• Complete program design, implementation and measurement
• UX/UI strategy and rapid app development
• Data and AI governance and cybersecurity solutions
• A unified, AI-led service delivery model

This integrated approach ensures consistent, commercially aligned outcomes without the disconnect that often results from fragmented supplier engagement.

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