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,...
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...
Sustaining Customer Experience Excellence through Proactive Knowledge Management
Lately I have found myself increasingly interested in how to better leverage on everyday data to make better business decisions and sustain customer experience excellence. Now we all know that trends come and go but every so often, there will be something that comes...
2018 Customer Service Survey by Kenya Association of Bankers (KBA)
ICX Study Tours – #2018ICXHighlights
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...
ICX CEO Breakfast 2018 – Positioning Customer Experience in Kenya – #2018ICXHighlights
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...
Customer Service Week Theme 2018 – Sustaining Customer Experience Excellence
“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...
ICX Kenya Calendar of Events 2018
Setting Customer Experience (CX) Goals
In the first ICX-Kenya twitter chat this year held on Friday Jan 11th 2018, the topic of discussion was Customer Experience Goals and the guest was Lucy Kiruthu. In this blog post, Lucy summarizes the insights she shared on CX Goals. You can get more info by following...
ICX Research Report on The State of Customer Service in Corporate Kenya
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Institute of Customer Service now Institute of Customer Experience – Jannet Atika , Board Member
Source: ICX Kenya
ICX Breakfast Forum & Re launch 10th March 2017 – With Aly Khan Satchu
Source: ICX Kenya
Institute of Customer Service Now Institute of Customer eXperience – ICX Co-Founder, Eva Kiplagat
Source: ICX Kenya