Customer Service, Customer Service Blog
Customer Experience x Data Privacy — a symbiotic relationship
Feb
By Akshay Shah How can Customer Experience (CX) professionals navigate the delicate balance between creating outstanding experiences and respecting privacy? This article explores this crucial challenge, offering practical tips for building trust through transparency and data control. With great power comes great (data) responsibility Picture this: You’ve just delivered an outstanding experience to a new […]
Careers, Customer Service, Customer Service Blog
Elevating Employee Experience for Customer Experience Success
Jun
Background By Akshay Shah In collaboration with the Institute of Customer Experience, Kenya, we gathered insights from over 320 respondents in March-April 2024, through our experience management platform. Our diverse sample covered various demographics, roles, and industries, focusing on the 2024 theme: “Elevating Employee Experience (EX) for Customer Experience (CX) Success.” You can download and digest the full […]
May
In line with this year’s national theme, “Elevating Employee Experience for Customer Experience Success,” ICX Kenya in partnership with Rate My service invited the public to participate in an important survey aimed at understanding factors that drive employee experience (EX) and the effect on bolstering or hindering customer experience. These are the results from the […]
Mar
“A leader is a dealer in hope.” – Nigerian Proverb This morning, I had the privilege of being a guest speaker at the CX Academy Africa’s Weekly Breakfast Virtual Conversation where we talked about “Becoming a CX Champion.” I have 20 years’ experience spanning across Hotel Industry, Banking and Public Sector. While the early years […]
Jan
#ElevatingEXforCXSuccess “Employees are the heartbeat of any organization. Prioritize their experience, and you’ll create a workplace where talent not only stays but flourishes.” ~ Unknown What the Theme Means The vitality of every organization relies on the energy of its employees. Leaders must cultivate a workplace culture that not only draws in and keeps individuals […]
Nov
We have all gone through some type of personalization as we carry out our day to day operations. Ever walked into your favorite restaurant or coffee shop and even before you order, the waiter identifies you and knows your preferred drink or meal? We could say that’s how it all started. Personalization uses basic customer […]
Sep
The Power of Customer Collaboration The survival of a business today is highly dependent on customer satisfaction. Customers have access to multiple options and if there’s a service lapse, there’s a high chance that the customer will move to the competition. In order to understand customer needs and achieve customer satisfaction, some companies are involving […]
Jun
On 21 June 2023, I had the privilege of moderating a panel discussion about “Fostering a CX-Based Community” at the 14th #CXTransformation Summit hosted by Phoenix Business Intelligence with ICX Kenya as the local Association Partner. The panel discussion focused on the need to create communities for customers for a better Customer Experience. By establishing a dedicated space where customers can […]