By Akshay Shah How can Customer Experience (CX) professionals navigate the delicate balance between creating outstanding experiences and respecting privacy? This article explores this crucial challenge, offering practical tips for building trust through transparency and data control. With great power comes great (data) responsibility Picture this: You’ve just delivered an outstanding experience to a new […]
Tag Archives: Customer Experience
20
Nov
Nov
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 how it all started. Personalization uses basic customer […]
Customer Service Blog
Leveraging on the Power of Social Media for Business Growth – With Angelica Mbandu – CX, Consolidated Bank
26
Jun
Jun
I was running late for the study tour at KCB which was meant to start at 9.00 am. On my way I bumped into Riham Taib – Customer Rewards and Loyalty Manager at CBA bank. We had a small chitchat as we were shown to the venue by the security guards at KCB Bank. Service […]
03
Oct
Oct
An extremely unhealthy culture is taking root in the Kenyan political arena, as recently witnessed from our politicians easy on the lips with insults and abusive language targeting their opponents. Institutions and leaders including the presidency have not been spared this communication circus! The presidency for example is an office that must be respected as […]
30
Aug
Aug
Kenya has been earmarked as one of the leading emerging economies in Africa to invest in. We are seeing an increasing number of international companies enter our market, many of who actively monitor, review and improve customer experience as part of their strategic agenda. We have various corporate clichés attached to the customer from “the […]
22
Aug
Aug
Every organization today seeks to gather as much information about a customer as possible. By walking into an organization or just making a phone call, you hardly realize just how much personal information you have left behind. While everyone loves to talk about the significance of data and technology, we still are yet to completely […]
14
Aug
Aug
Imagine a client walking into a passport processing office to apply for renewal of her passport. The process starts online and she has all the requisite documents. A big sign at the entrance shows that it takes 5 working days for a passport renewal to be ready which puts a smile on her face. She […]
05
Jul
Jul
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 to my ID number and all I could think was […]
12
May
May
Customer experience (CX) can be explained as the entirety of interactions a customer has with a company and its products or services. This includes a customer’s perception, their rational, physical, emotional, subconscious, and psychological interaction with the company’s products, services and employees. This perception affects customer behavior and builds memories, which drive customer loyalty and affects the economic value attributed […]
Celebrating Customer Service, Customer Service
Nairobi Serena’s Unique Way of Maintaining Service Consistency
19
Sep
Sep
Have you ever wondered how to maintain service consistency, how to retain happy customers and give them steady services? ICS Kenya members were privileged to discover the secret to this success during a study tour held on 3rd May at Nairobi Serena Hotel. As a specific benefit for members, ICS Kenya organized the study tour […]
- 1
- 2