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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 the opportunity to do several study tours with one of them hosted by Kenya Commercial Bank while another one was hosted by The Standard Chartered Bank, Kenya.

At the Standard Chartered, members were able to bench mark on Contact Center Management, with great insights and exchange of ideas, such as embracing a Contact Centre is at the forefront of customer service, making and shaping experiences.

At KCB, the topic of discussion was – Leveraging on the Power of Social Media for Business Growth. One of ICX Members – Angelica Mbandu, Customer Experience at Consolidated Bank, shared with us some take outs from the tour.

These are:-
Training is Key: Keep up skilling your staff on new products and new happenings within the institution/company.
Give your audience Dopamine: Feel good reasons as to why they should stick with you.
Have Brand ambassadors: Convert your followers on social media to your ambassadors. They will be your evangelists to the world.
Customers buy people first: Customers hardly buy products on social media pages, especially when they are pushed down their throats (All the posts being about products). Customers buy the service received, solutions offered, then they eventually but into your products.
Boost! Boost! Boost!: Importance of boosting your posts/ media advertising.
Have Fun: Engaging the customer is important to keep them interested in your social media pages.
Be Dynamic: Think broadly and widely.

Read more on this topic – Leveraging on the Power of Social Media for Business Growth

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    Mugo Kibati, Former Group Chief Executive Officer at Sanlam PLC, and Charles Ringera, Chief Executive Officer at Higher Education Loans Board (HELB) on 23rd January, 2018 graced an exclusive CEO forum organized by ICX Kenya as they launched the State of Customer Service in Kenya Research Report.

    The panel discussion led by the above mentioned CEOs in the private sector and public sector respectively served to drive conversation around harnessing the value of customer experience towards profitable and sustainable business.

    The below key areas were addressed by the panel:
    – Positioning Customer Experience: To understand and appreciate that CX is a fundamental strategic pillar in Corporate Kenya without which organizational sustainability is at risk.
    – Customer Experience Leadership: To highlight the critical role that the executive leadership plays in driving the Customer Experience agenda.

    The conversation was important at the beginning of the year as it was anticipated to drive the 2018 business strategy.

    The launched report highlighted the below critical areas for driving the Kenyan economy:

    • ROI for CX excellence – focusing on the relationship between delivering excellent customer experience and the organizational bottom line.
    • Leadership, Culture and CX – focusing on entrenching a culture of customer experience excellence as an institutional strategy for holistic success, driven by top leadership.
    • The Future of CX – Harnessing the future of customer experience and
      rising to the challenge of shaping organizational focus toward meeting the needs of tomorrow’s customer.

    The future of CX will center around:
    Technology and Innovation
    – Customer Centric Alignment
    – ICX State of Customer Service


    The report also contains findings in the areas below:
    – CX Documentation and Reporting
    – CX Positioning and Leadership
    – CX Measurement and Metrics
    – CX Budget Allocation

    More on the ICX Research Report – http://icxkenya.co.ke/icx-research-report/

    Look out for #ICXCEOBreakfast in January 2019

    • CEO’s at ICX Breakfast – January 2018 during the ICX Report Launch on The State of Customer Service in 2017

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    “Trust is built with consistency” – Lincoln Chafee

     What does it take to sustain customer experience excellence?
     Is there need to focused on not only raising CX excellence but ensuring sustainability?
     Is customer trust in your organizations built on sustainably consistent customer experience
    excellence?

    Experience excellence is not only a persistent journey that requires commitment, focus, and effort – it is not a destination. ICX- Kenya is very pleased to have run the National Customer Service Week theme for the year 2018: Sustaining Customer Experience Excellence that served as a buildup from the 2017 theme Raising Customer Experience Excellence. The National theme was also been inspired by the global customer service week theme ‘Excellence happens here’

    ‘Raising Customer Experience Excellence’ stimulated organizations that participated in Customer Service Week 2017 to go beyond service delivery and anticipate, meet and exceed customer expectations. Participating organizations in alignment with ICX Kenya engaged the Kenyan customer on the need for a shift from service to experience excellence.

    This year, ICX Kenya enthused organizations to take their service strategy one step higher by holding sustained activities to keep experience excellence top of mind through year-long relevant activities that could begin before October and find their climax during the Customer Service Week celebrations – CSweek2018. Conversely, companies could choose to initiate activities during Customer Service Week and sustain them through the coming year.

    Sustaining Customer Experience Excellence – #SustainingCXExcellence is critical in today’s increasingly competitive environment and is desirable for organizations to embrace this theme beyond Customer Service Week and tie it to their strategic objectives and implementation plans.

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    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 institutions around the world recognize the importance of Customer Service Excellence in their organizations.

    Organizations and institutions that participate in Customer Service Week carry out special activities to highlight the importance of great customer experiences to the success of the organization and reinforce a customer-focused culture. Leading financial, healthcare, insurance, manufacturing, retailing, hospitality, communications, not for profit and educational institutions, as well as government agencies have participated as a way to highlight the
    importance of Customer Service.

    Participating in Customer Service Week is a great opportunity to:

    • Recognize and appreciate external customers for their custom and loyalty.
    • Remind customers of your commitment to customer satisfaction.
    • Recognize and appreciate staff for the role they play in delivering great
      customer experiences.
    • Reward members of staff who are a great example in serving customers.
    • Boost morale, motivation and teamwork.
    • Raise company wide awareness of the importance of customer service.
    • Thank other departments for their support in delivering great service to
      customers and highlight the important role they play in serving customers
    #CSWeek 2018 THEME

    This year’s CS week will be held from 1st to 5th of October. Our theme this year is Sustaining Customer Experience Excellence. Participating organizations/institutions should be guided by this theme in designing and planning for their #CSWeek2018 activities.
    Participating organizations/institutions may however develop sub-themes that align with their service focus.

    Why Must You Participate in #CSWeek2018?

    Organizations that participate in CS Week will be doing so to communicate:

    1. The strategic role Customer Service plays in their organizations.
    2. The importance and value they place in their customers, as well
    as in their staff who serve customers.
    3. Highlight their commitment and efforts they are making in
    enhancing their customers’ experiences and inculcating a customer
    focused culture.

    For more on #CSWeek2018 – contact us on email – tellmemore@icxkenya.co.ke or on phone –  0712 896 332 |0712 683 575

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    Institute of Customer Service Kenya now Institute of Customer Experience - James Muiruri, ICX Member - YouTube

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    ICX Kenya is pleased to invite you to the inaugural Africa Customer Experience Conference – #AfricaCXConference2018  that will be dedicated to the theme “DISRUPTING CUSTOMER EXPERIENCE THROUGH TECHNOLOGY” The conference will be held at Radisson Blu Hotel, UpperHill on 2nd– 3rdAugust, 2018.

    Our very own Africa Customer Experience Conference.

    • Speakers from Africa- Rwanda, Zimbabwe, South Africa, Kenya
    • CEO’s and other business leaders
    • Sought after CX thought leaders
    • Technology providers.

    All under one roof.

    The Conference is geared towards providing a crucial platform for in-depth and valuable discussions between industry leaders in the customer experience space, on the ground customer experience professionals, customer experience technology solution and service providers, regional opinion leaders and influencers in the customer experience arena and customer experience disruptors.

    The big topics will include:

    • The role of technology in driving the Big 4 Agenda
    • Disrupting the CX Divide: The role of technology in delivering service to the citizen
    • Return on Strategic Investment for CX Excellence: The Technology Conversation
    • AI – Powering the future of CX – Is the Region Tech Ready?
    • Unpacking Digitized Contact Center Ideals –People, Processes & Technology
    • Optimizing Customer Experience – In house or Outsourced?
    • Disrupting Customer Experience: Taking Charge of Change
    • Omni Channel Customer Experience – Big data wins and risks

    For more information, check out the event website on this link http://cxconference.icxkenya.co.ke/ to see the speakers lined up so far and more to be updated soon. 

    We also have exclusive ICX member rates. 

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    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 surely does start from the door as the guards meticulously did their security checks and gave us our tags, granting us entry into the Magnificent KCB.

    On arrival at the venue on 4th Floor, we are warmly welcomed by Diana Othieno, Retail Service Experience Manager. The training room was full of Customer Experience Champs from different institutions. They were all smiles and warm as is custom of Customer Experience persons. Talk ensued as we caught up with the happenings in the industry over some tea and snacks.

    The session kicked off with an introduction from Ms. Benta- Board representative at ICX. Her job was really to reiterate the importance of Customer
    Experience as a whole and gear members and non-ICX members up for the upcoming ICX conference.

    The Entire KCB Customer Experience team went ahead to introduce themselves. Very pleasant people I must say. The main session was conducted
    by Diana Othieno and Oliver Sang- Channel Experience Manager. Now Oliver was all kind of interesting. But the main talk and discussion was around social media management.

    Some take outs from my end:
    Training is Key : Keep up skiling your staff on new products and new happenings within the institution/company.
    Give your audience Dopamine : Feel good reasons as to why they should stick with you.

    Read more from the CX Connect Volume 18 Newsletter Read more  

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    Mugo Kibati, Former Group Chief Executive Officer at Sanlam PLC, and Charles Ringera, Chief Executive Officer at Higher Education
    Loans Board on 23rd January, 2018 graced an exclusive CEO forum organized by ICX Kenya as they launched the State of Customer Service in Kenya Research Report.

    The panel discussion led by the above mentioned CEOs in the private sector and public sector respectively served to drive
    conversation around harnessing the value,of customer experience towards profitable and sustainable business.

    Read more – CX Connect Newsletter V.18

    ICX Kenya - CX Connect Vol 18

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