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 […]
Category Archives: News & Media
14
Mar
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 […]
20
Nov
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 […]
01
Sep
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 […]
19
Jun
Jun
Mugo Kibati, Former Group Chief Executive Officer at Sanlam PLC, and Charles Ringera, Chief Executive Officer at Higher Education Loans Board 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 CEOs […]