Elevating Employee Experience for Customer Experience Success
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,...
EX for CX Success 2024 ICX Theme
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...
EX FOR CX SUCCESS SURVEY 2024 FINDINGS
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Becoming A CX Champion
"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...
ICX – ANNUAL THEME 2024 – Elevating EX for CX Success
#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...
Personalization and Hyper-Personalization
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...
Customer Involvement
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...
Fostering a CX-Based Community by Wavi Mungala
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...
Customer Service Week Gala Dinner 2022
It is all or Nothing!! This is how we feel this season and are going all out to celebrate the gains made in customer experience this far. Save the date on the 14th of October; We will be hosting Customer Service Week Gala Dinner as we celebrate CS Week efforts. This...
CS Week 2022; Themed Sustaining Customer Inclusion
What is Customer Service Week? Customer Service Week (CS Week) is celebrated annually in the first full week of October since the late 1980s. It is a time when customer-oriented organizations and institutions around the world recognize the importance of Customer...
CS Week Gala Dinner
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