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.

2ND RUNNER-UP – LIFECARE HOSPITALS

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.

2ND RUNNER-UP – KENYA REVENUE AUTHORITY ( KRA)

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.

2ND RUNNER-UP – I & M BANK LIMITED

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.

2ND RUNNER-UP – EQUITY BANK

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.

2ND RUNNER-UP – KCB BANK

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.

2ND RUNNER-UP – FAMILY BANK

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.

2ND RUNNER-UP – ZAMARA

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.

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

Please send entry enquiries to:

Institute of Customer Experience Kenya, BTL Centre, Masaba Road, P.O. Box 43098 00100 Nairobi

Email: tellmemore@icxkenya.co.ke / communication@icxkenya.co.ke

Tel: 0754 854 565