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...
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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...
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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...
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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...
read moreICX 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...
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ICX Research Report on The State of Customer Service in Corporate Kenya
Institute of Customer Service now Institute of Customer Experience – Jannet Atika , Board Member
Source: ICX Kenya
read moreICX Breakfast Forum & Re launch 10th March 2017 – With Aly Khan Satchu
Source: ICX Kenya
read moreInstitute of Customer Service Now Institute of Customer eXperience – ICX Co-Founder, Eva Kiplagat
Source: ICX Kenya
read moreInstitute of Customer Service Kenya now Institute of Customer Experience – James Muiruri, ICX Member
Source: ICX Kenya
read moreInstitute of Customer Service now Institute of Customer Experience – ICX Member – Julius Odemba
Source: ICX Kenya
read moreCX Connect Newsletter – Volume 16
CX Connect Vol 16 Source: ICX Kenya
read moreCentennials Redefining Customer Experience
Generally speaking, I wear the millennial badge proudly because that is the generation that I belong to. Millenials are born roughly between 1980 and 1995. Recently while at work, I asked a customer for their ID number and on their responding, I mentally compared that...
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