Background By Akshay Shah In collaboration with the Institute of Customer Experience, Kenya, we gathered insights from over 320 respondents in March-April 2024, through our experience management platform. Our diverse sample covered various demographics, roles, and industries, focusing on the 2024 theme: “Elevating Employee Experience (EX) for Customer Experience (CX) Success.” You can download and digest the full report here. The anonymous survey sought to uncover key quantitative and qualitative insights that would delve into: Employee Net Promoter Score — Measure ..read more

In line with this year’s national theme, “Elevating Employee Experience for Customer Experience Success,” ICX Kenya in partnership with Rate My service invited the public to participate in an important survey aimed at understanding factors that drive employee experience (EX) and the effect on bolstering or hindering customer experience. These are the results from the nation wide survey ..read more

ICX EX for CX Report 2024 ..read more

“A leader is a dealer in hope.” – Nigerian Proverb This morning, I had the privilege of being a guest speaker at the CX Academy Africa’s Weekly Breakfast Virtual Conversation where we talked about “Becoming a CX Champion.” I have 20 years’ experience spanning across Hotel Industry, Banking and Public Sector. While the early years of my career in the hotel industry significantly contributed towards nurturing my appreciation for CX, I did not initially set out to be a CX Champion in those early years. But over time, I have become more deliberate in becoming a CX Champion such as forming a networ ..read more

#ElevatingEXforCXSuccess “Employees are the heartbeat of any organization. Prioritize their experience, and you’ll create a workplace where talent not only stays but flourishes.” ~ Unknown What the Theme Means The vitality of every organization relies on the energy of its employees. Leaders must cultivate a workplace culture that not only draws in and keeps individuals but also motivates and empowers talent to perform at their peak, ultimately achieving excellent outcomes. #EmployeeExperience encompasses the physical, cultural, psychological/emotional and technological environment in which e ..read more

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 information like name, location or gender to tailor recommendations, messages or adverts that appeal to the customer’s preferences, behaviors, and needs.  They say the devil is in the small details and in this ever changing era of technology, personalization is not enough ..read more

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 high chance that the customer will move to the competition. In order to understand customer needs and achieve customer satisfaction, some companies are involving their customers in the customer service process. Customer Involvement is the active participation of customers in different parts of an organization’s business. This could be in different areas such as product development, marketing, and c ..read more

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 along that causes you to pause… So when I recently attended a Knowledge Management sensitization workshop, I was curious to understand what this was all about, and more importantly, the link between Knowledge Management [KM] and Customer Experience [CX], if any. So here was my take out. Knowledge Management (KM) can be defi ..read more