MUSCAT- Al Mouj Muscat, Oman’s premier lifestyle and waterfront destination, is putting the people behind its customer experience in the spotlight as it marks Customer Experience Week 2026. Under the global theme “The Extra Mile”, the week recognises the employees and wider community whose everyday actions help create a destination where people feel welcomed, heard and valued. It also reflects a broader approach to customer experience at Al Mouj Muscat, built on the belief that the quality of a destination is shaped not only by its places and amenities, but by the interactions and relationships people experience within it.

Ahmed Al Massan, Acting CEO of Al Mouj Muscat, said: “Exceptional customer experience starts long before an interaction with a customer. It begins with culture and with creating an environment where people feel heard, trusted and empowered to make a difference. When organisations invest in their people, that translates into better experiences, stronger relationships and ultimately greater long-term value. At Al Mouj Muscat, going the extra mile is therefore not about isolated gestures; it is about making care, accountability and the willingness to do better part of how we work every day.”

Observed in more than 60 countries, Customer Service Week recognises the people behind exceptional service and the contribution they make to organisations and communities. Al Mouj Muscat is bringing employees and residents together through a programme focused on recognition, shared experiences and new ideas. The week includes perspectives from Charles Bennett, President of the CXSA Institute, on the evolution of customer experience across the GCC, alongside Dr. Adhari Al Zaabi, whose work spanning cancer research and AI-driven healthcare brings a different perspective on the importance of putting people at the centre of decision-making.

The programme also creates opportunities for employees and residents to connect, while encouraging teams to contribute ideas that can improve experiences across the destination. The CEO Prize will award the strongest employee-led customer experience idea, reinforcing the role individuals can play in driving meaningful change.

Hawra Al Lawati, VP for Customer Experience at Al Mouj Muscat, said: “The moments people remember are often the simplest ones: a question answered clearly, a request followed through, a familiar face who knows their name. Customer Experience Week gives us time to recognise the colleagues who create those moments every day and to listen closely to our residents and teams. The ideas shared through the CEO Prize come from the people closest to our community, and we will carry the strongest of them forward well beyond this week.”

As Al Mouj Muscat enters its third decade, the principles at the heart of Customer Experience Week extend beyond a single week. By continuing to invest in its people, listen to its community and turn insight into action, Al Mouj Muscat is strengthening the culture that has underpinned the destination’s evolution over the past 20 years and will influence the experiences it creates in the years ahead.