Marco Zaki: Customer Experience Has Become the True Measure of Success in Real Estate

Marco Zaki, Director of Customer Excellence at IL Cazar Developments, believes that Egypt’s real estate sector is entering a new phase of maturity, where success is no longer measured solely by architectural design or sales performance, but by a developer’s ability to deliver a seamless and consistent customer experience throughout the entire ownership journey.

With more than 20 years of experience in the real estate industry, Marco Zaki has held senior leadership positions at some of Egypt’s leading developers, including Emaar Misr, Misr Italia Properties, and New Giza. Throughout his career, he has led customer experience, customer service, and handover operations, playing a key role in enhancing operational excellence, improving customer journeys, and delivering high-quality service standards.

According to Zaki, today’s customers are more informed, have higher expectations, and evaluate developers based not only on the quality of the product, but also on the quality of the experience they receive—from the first interaction and purchasing decision to handover, community operations, and after-sales support.

He believes that customer experience has evolved into one of the real estate sector’s strongest competitive differentiators and a key driver of customer trust, brand reputation, and long-term business sustainability.

“Delivering a high-quality property is no longer enough,” Zaki said. “Developers must deliver on their promises, communicate transparently, respond efficiently, and create a seamless journey that builds lasting relationships with customers.”

He added that the future of the industry will be shaped by companies that invest in customer-centric strategies, digital transformation, operational efficiency, and service excellence, emphasizing that every interaction with a customer should create value and reinforce confidence in the developer.

Zaki also noted that as competition across the Egyptian real estate market continues to intensify, long-term success will increasingly depend on a developer’s ability to consistently deliver outstanding customer experiences rather than relying solely on sales achievements or product quality.

Concluding his remarks, Zaki said. “I believe customer experience is not simply a function within an organization—it is a culture that should guide every decision and every interaction. When customers feel valued, informed, and supported throughout their journey, trust becomes the foundation for sustainable growth and long-term success.”