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...
View Article2018 Customer Service Survey by Kenya Association of Bankers (KBA)
KBACustomer-Service-Survey-report-2018
View ArticleSustaining 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...
View ArticleCS Week 2022; Themed Sustaining Customer Inclusion
What is Customer Service Week? Customer Service Week (CS Week) is celebrated annually in the first full week of October since the late 1980s. It is a time when customer-oriented organizations and...
View ArticleCustomer Service Week Gala Dinner 2022
It is all or Nothing!! This is how we feel this season and are going all out to celebrate the gains made in customer experience this far. Save the date on the 14th of October; We will be hosting...
View ArticleFostering a CX-Based Community by Wavi Mungala
On 21 June 2023, I had the privilege of moderating a panel discussion about “Fostering a CX-Based Community” at the 14th #CXTransformation Summit hosted by Phoenix Business Intelligence with ICX Kenya...
View ArticleCustomer 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...
View ArticlePersonalization 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...
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