“Trust is built with consistency” – Lincoln Chafee

 What does it take to sustain customer experience excellence?
 Is there need to focused on not only raising CX excellence but ensuring sustainability?
 Is customer trust in your organizations built on sustainably consistent customer experience

Experience excellence is not only a persistent journey that requires commitment, focus, and effort – it is not a destination. ICX- Kenya is very pleased to have run the National Customer Service Week theme for the year 2018: Sustaining Customer Experience Excellence that served as a buildup from the 2017 theme Raising Customer Experience Excellence. The National theme was also been inspired by the global customer service week theme ‘Excellence happens here’

‘Raising Customer Experience Excellence’ stimulated organizations that participated in Customer Service Week 2017 to go beyond service delivery and anticipate, meet and exceed customer expectations. Participating organizations in alignment with ICX Kenya engaged the Kenyan customer on the need for a shift from service to experience excellence.

This year, ICX Kenya enthused organizations to take their service strategy one step higher by holding sustained activities to keep experience excellence top of mind through year-long relevant activities that could begin before October and find their climax during the Customer Service Week celebrations – CSweek2018. Conversely, companies could choose to initiate activities during Customer Service Week and sustain them through the coming year.

Sustaining Customer Experience Excellence – #SustainingCXExcellence is critical in today’s increasingly competitive environment and is desirable for organizations to embrace this theme beyond Customer Service Week and tie it to their strategic objectives and implementation plans.