Loading...

Follow Institute of Customer Experience Kenya on Feedspot

Continue with Google
Continue with Facebook
or

Valid

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

Read Full Article
  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

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. 

Read Full Article
  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

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  

Read Full Article
  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

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
Read Full Article
  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

Read Full Article
  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

In the first ICX-Kenya twitter chat this year held on Friday Jan 11th 2018, the topic of discussion was Customer Experience Goals and the guest was Lucy Kiruthu. In this blog post, Lucy summarizes the insights she shared on CX Goals. You can get more info by following the discussion on twitter using the hashtags #ICXChat and #2018CXGoals

In many organizations, most staff and even managers do not know what customer experience goals (CX goals) their organizations are aiming to achieve. Some organizations may not even have set a single CX goal. This is despite the central role that customer experience plays in organizational success. I have interacted with organizations that think they have set CX goals but what they have is what I would consider vague CX goals.

A very common vague goal is “to improve customer experience” without stating from what to what. Without any CX goals or with vague CX goals, it becomes very difficult for organizations to make notable progress towards achieving excellence in customer experience. Benjamin Mays an American civil rights leader once said “The tragedy in life doesn’t lie in not reaching your goal. The tragedy lies in having no goal to reach.” This applies to CX goals too. Does your organization have well defined CX goals that it is aiming to reach this year?

Goal setting is a common practice in the world of business. It is through goal setting that organizations plan for the future and determine the results they want to achieve. Most organizations set revenue goals, sales targets, and profit goals. However, many forget that revenue and sales are only possible if the customer is happy to use the company’s products or services.  The concept of SMART (Specific, Measurable, Achievable, Relevant, and Time-bound) and stretch goals seems not to have fully extended into the customer experience field.

Only a few organizations have well defined goals for their customer experience. Such organizations have customer contact centre metrics and overall customer satisfaction, loyalty, and retention goals. Unfortunately, others have set CX goals that have no time-frames and that are not measurable or are never measured.

Customer experience goal-setting is crucial for every organization, for teams and even for individuals. CX goals improve customer experience because they allow the entire team to focus and work towards one common desired result.  Setting CX goals helps us to measure the success or failure of our CX efforts. Customer experience goals should not be too easy. According to the goal-setting theory, difficult goals lead to greater effort.

Therefore, CX goals that are a little difficult to achieve help organizations to stretch their customer experience to the next level. I recall when I worked at a fast food in the USA. Our drive through goal was one minute from order placement to order pick up. This ambitious goal made each of us involved in the process to work swiftly and at the end of the day, we generated a system report that helped us evaluate our performance.

When setting CX goals, organizations need to focus on aspects such as the overall customer experience, the customer contact centre, the front office operations, as well as back office support services. Specific goals could focus on desired percentage increase in customer satisfaction and retention, percentage decrease in customer complaints and attrition, response time for calls, emails and social media posts, turnaround times etc.

These goals could be either short or medium or long term. While heading customer experience for almost a decade, I learnt that the best approach while setting CX goals is to first think long term and then go short-term. A logical sequence starting with overall corporate CX goals, then team CX goals and finally individual CX goals is also useful.  In addition, best practice requires that all staff who are part of achieving the goals are involved during the CX goal-setting process.  Staff involvement helps drive ownership and commitment. 

Every forward looking organization must set well defined annual CX goals that are well understood and that contribute to the company’s larger mission. If you have not yet set your 2018 CX goals, it is not too late. Take time to retreat and refocus on your 2018 desired customer experience. Set SMART cum stretch goals to help you make the desired customer experience a reality.

Develop a goal-relevant action plan to guide the achievement of the goals. Involve those that are part of achieving the goals in setting the goals and action plan and gain their commitment for the attainment of the goals. Once this is done, if you are a manager, support your team reach their goals, track and measure progress towards the goals, and give timely feedback to everyone involved on progress made! Make 2018 your Customer Experience Year by setting some CX goals today!

Article written y Lucy Kiruthu,  a Management Consultant and Trainer and can be reached on lucy@evolve-consultants.com or via twitter @kiruthulucy

Get a FREE copy Lucy’s e-Booklet “ Customer Service at Its Best” by following link below

http://evolve-consultants.com/download-customer-service-at-its-best-free-e-booklet/

Source: ICX Kenya

Read Full Article
  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

In the first ICX-Kenya twitter chat this year held on Friday Jan 11th 2018, the topic of discussion was Customer Experience Goals and the guest was Lucy Kiruthu. In this blog post, Lucy summarizes the insights she shared on CX Goals. You can get more info by following the discussion on twitter using the hashtags #ICXChat and #2018CXGoals

In many organizations, most staff and even managers do not know what customer experience goals (CX goals) their organizations are aiming to achieve. Some organizations may not even have set a single CX goal. This is despite the central role that customer experience plays in organizational success. I have interacted with organizations that think they have set CX goals but what they have is what I would consider vague CX goals.

A very common vague goal is “to improve customer experience” without stating from what to what. Without any CX goals or with vague CX goals, it becomes very difficult for organizations to make notable progress towards achieving excellence in customer experience. Benjamin Mays an American civil rights leader once said “The tragedy in life doesn’t lie in not reaching your goal. The tragedy lies in having no goal to reach.” This applies to CX goals too. Does your organization have well defined CX goals that it is aiming to reach this year?

Goal setting is a common practice in the world of business. It is through goal setting that organizations plan for the future and determine the results they want to achieve. Most organizations set revenue goals, sales targets, and profit goals. However, many forget that revenue and sales are only possible if the customer is happy to use the company’s products or services.  The concept of SMART (Specific, Measurable, Achievable, Relevant, and Time-bound) and stretch goals seems not to have fully extended into the customer experience field.

Only a few organizations have well defined goals for their customer experience. Such organizations have customer contact centre metrics and overall customer satisfaction, loyalty, and retention goals. Unfortunately, others have set CX goals that have no time-frames and that are not measurable or are never measured.

Customer experience goal-setting is crucial for every organization, for teams and even for individuals. CX goals improve customer experience because they allow the entire team to focus and work towards one common desired result.  Setting CX goals helps us to measure the success or failure of our CX efforts. Customer experience goals should not be too easy. According to the goal-setting theory, difficult goals lead to greater effort.

Therefore, CX goals that are a little difficult to achieve help organizations to stretch their customer experience to the next level. I recall when I worked at a fast food in the USA. Our drive through goal was one minute from order placement to order pick up. This ambitious goal made each of us involved in the process to work swiftly and at the end of the day, we generated a system report that helped us evaluate our performance.

When setting CX goals, organizations need to focus on aspects such as the overall customer experience, the customer contact centre, the front office operations, as well as back office support services. Specific goals could focus on desired percentage increase in customer satisfaction and retention, percentage decrease in customer complaints and attrition, response time for calls, emails and social media posts, turnaround times etc.

These goals could be either short or medium or long term. While heading customer experience for almost a decade, I learnt that the best approach while setting CX goals is to first think long term and then go short-term. A logical sequence starting with overall corporate CX goals, then team CX goals and finally individual CX goals is also useful.  In addition, best practice requires that all staff who are part of achieving the goals are involved during the CX goal-setting process.  Staff involvement helps drive ownership and commitment. 

Every forward looking organization must set well defined annual CX goals that are well understood and that contribute to the company’s larger mission. If you have not yet set your 2018 CX goals, it is not too late. Take time to retreat and refocus on your 2018 desired customer experience. Set SMART cum stretch goals to help you make the desired customer experience a reality.

Develop a goal-relevant action plan to guide the achievement of the goals. Involve those that are part of achieving the goals in setting the goals and action plan and gain their commitment for the attainment of the goals. Once this is done, if you are a manager, support your team reach their goals, track and measure progress towards the goals, and give timely feedback to everyone involved on progress made! Make 2018 your Customer Experience Year by setting some CX goals today!

Article written y Lucy Kiruthu,  a Management Consultant and Trainer and can be reached on lucy@evolve-consultants.com or via twitter @kiruthulucy

Get a FREE copy Lucy’s e-Booklet “ Customer Service at Its Best” by following link below

http://evolve-consultants.com/download-customer-service-at-its-best-free-e-booklet/

Read Full Article
  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

Read for later

Articles marked as Favorite are saved for later viewing.
close
  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

Separate tags by commas
To access this feature, please upgrade your account.
Start your free month
Free Preview