Best Customer Experience Strategy

A Customer Experience Strategy is a detailed, documented and approved plan of action capturing the long and short term goals associated with Customer Experience. This category will involve a review of the organization’s Customer Experience Strategy and should capture clear objectives, targets and a monitoring and evaluation guide.

 

WINNER

I&M BANK LTD

1ST RUNNER-UP

NCBA BANK PLC. 

2ND RUNNER-UP

LIFECARE HOSPITALS

Best Customer Communication Strategy

Even with the best product or service offering, an organization that does not effectively communicate with its customers is bound to lose. This category will review an organization’s communication with their customers and feedback management across the various communication channels.

WINNER

DIAMOND TRUST BANK

1ST RUNNER-UP

FIRST ASSURANCE KENYA

2ND RUNNER-UP

KENYA REVENUE AUTHORITY

Best Internal Customer Experience

Internal Customer- the employees of the organization, impact the quality of product or service the external customer receives. This Category calls on organizations to strategically design in-depth comprehensive initiatives and strategies that create a conducive, exciting and engaging employee experience that yields internal customer satisfaction, retention and recognition.

WINNER 

BRITAM INSURANCE

1ST RUNNER-UP

NCBA BANK PLC.

2ND RUNNER-UP 

I & M BANK LIMITED

Best Use of Technology

Technology can be a powerful accelerator of Customer Experience Excellence and this category will measure how organizations are using technology to effectively and actively enhance customer experience and satisfaction. It will also include a review of any self-care platforms, user experience and average system downtime.

WINNER

JUBILEE INSURANCE
KENYA

1ST RUNNER-UP

MULTICHOICE KENYA

2ND RUNNER-UP

EQUITY BANK KENYA

Best Contact Centre

A Contact Centre is the central point from which all customer interactions across multiple touchpoints are managed. How an organizations Contact Centre is run is an important contributor to customer engagement, complaint management & service recovery, customer satisfaction and retention. This category measures the best run Contact Center and will review various performance indicators.

 

WINNER – ZAMARA

KENYA

1ST RUNNER-UP

KRA

2ND RUNNER-UP 

KCB BANK

Best CX Impact & Sustainability Award

Customers are increasingly demanding that organizations become socially responsible. This has seen the nexus of customer experience and both aspects of ESG (Environment, Social and Governance) and DEI (Diversity Equity & Inclusion), which share the same foundational tenets of customer experience excellence. It is critical that organizations have strategies and programs that target delivery of these parameters. This category will seek to review evidence of plans, activities, initiatives, programmes and projects that are in alignment with these ideals and how innovative and impactful they are, including both budgetary and strategic rooting.

 

 

WINNER

KENYA WILDLIFE SERVICE

 

1ST RUNNER-UP

DIAMOND TRUST BANK

 

2ND RUNNER-UP 

FAMILY BANK KENYA

CS Week Innovation Award

This category will specifically review activities related to Customer Experience Week held and celebrated internationally every first week of October. Participating organizations with the most creative, impactful and transformational customer engagement initiative will be recognized and celebrated.

 

WINNER THE NAIROBI HOSPITAL

 

1ST RUNNER-UP – BRITAM INSURANCE

 

2ND RUNNER-UP – ZAMARA

CX Warrior of the Year Award

The CX Warrior of the Year award recognizes an outstanding individual who has demonstrated exceptional dedication and innovation in the field of customer experience (CX). This prestigious award celebrates a professional who has gone above and beyond in delivering superior customer service, driving significant improvements in customer satisfaction, and championing customer-centric initiatives within their organization.

 

WINNER-WANJIRU NJOROGE,

SENIOR MANAGER CX EXCELLENCE KCB

1ST RUNNER-UP

MAUREEN NDENGWA, HEAD OF CX – ENGIE ENERGY ACCESS

 

2ND RUNNER-UP BILHA MAINA, CX MANAGER – NCBA BANK