ICS Kenya is Now ICX Kenya
Any organization that prides itself in delivering customer value and ensuring business sustainability, will join the tidal wave of customer centric organizations that are going beyond just providing customer service, to ensuring their customers have delightful experiences.
Today’s professional has made the conscious decision to shift from the basic focus on customer service, to placement of emphasis on customer experience. This calls for going beyond service delivery to anticipating, meeting and exceeding customer expectations, leading to customer satisfaction and ultimately customer loyalty.
In recognition of the need for dynamism, and to embrace a holistic approach to transforming the standards of individual and organizational service performance, The Institute of Customer Service in Kenya – the authoritative voice that advocates for customer experience excellence in the region – has rebranded to Institute of Customer eXperience – ICX.
The emerging focus on customer experience needs to be embraced with a cautionary note that concentration on the experience agenda should not take precedence over the importance of customer service in its totality. The two are intertwined and cannot exist independent of each other. Excellent customer experiences are anchored on great customer service and form the differentiator for businesses today.
Exceptional customer service, that is based on systems, processes, standards and service delivery levels designed to deliver customer promises, is the foundation upon which customer experience lies. Good customer service generates great customer experience that forms the emotional impressions that influence customer decisions and buying behaviour. Customers care about how brands make them feel.
With adaptability underscoring the customer experience agenda in the region, and in line with the mission to be a stand for service excellence transformation, the ICS rebrand to ICX is timely and serves to further promote the customer experience cause. ICX is conscious about raising the level of consumer awareness to demand better service, and continues to challenge providers to raise the bar and deliver impeccable customer experiences.
Global business forums are increasingly providing platforms for recognition of the role customer experience plays in driving organizational revenue, and contributing to business success. ICX thus remains at the forefront of championing the cause for excellent customer experiences vide its individual and corporate member contributions to the initiatives to create regional transformation.