Category Archives: Customer Service
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 […]
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 […]
Jul
Dec
ICX Kenya organizes study tours for members to visit, learn and benchmark best practice from staff in organizations that are implementing best practices in service excellence. This year members had the opportunity to do several study tours with one of them hosted by Kenya Commercial Bank while another one was hosted by The Standard Chartered […]
Customer Service
ICX CEO Breakfast 2018 – Positioning Customer Experience in Kenya – #2018ICXHighlights
Dec
Mugo Kibati, Former Group Chief Executive Officer at Sanlam PLC, and Charles Ringera, Chief Executive Officer at Higher Education Loans Board (HELB) on 23rd January, 2018 graced an exclusive CEO forum organized by ICX Kenya as they launched the State of Customer Service in Kenya Research Report. The panel discussion led by the above mentioned […]