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By Steve Umidha
Kenyan companies and institutions are creating a disjointed customer experience (CX) and need to find new ways to improve customer satisfaction, integrate their isolated systems, and allocate sufficient budgets if they are to meet customers’ expectancy.
This is according to Institute of Customer Experience (ICX) Board member Loise Mboo, who is also urging both private and public sectors to embrace technology in order to improve service delivery to customers.
“We have no choice but to invest in technology, lest we fail to meet our customers’ expectations,” she said, while commending government’s eCitizen platform and the one-stop-shop Huduma Centres across the country for bringing services closer to the public which offer all government services digitally enabling the public to pay, process and get relevant government services at the click of the button.
She was speaking during the 2019 Customer Service Week gala dinner held in Nairobi to fete organizations that participated in Customer Service Week 2019 to honor and celebrate their customers. Over 300 customer service professionals and business leaders took part.
Customer Service Week is celebrated annually during the first full week in October and provides a unique opportunity for service and support professionals around the globe to join in a celebration of the important role that customer service plays in every organization.
Negative customer experience can easily become an undetected cause of decline, and can lead to potential loss of customers and erosion of brand image. Conversely, with proper monitoring, focus and investment, CX can become a tremendous driver of growth and revenue. In today’s competitive business landscape, a positive customer experience is mission-critical to long term success.
The Institute of Customer Experience Kenya (ICX-Kenya) has been championing celebrations annually for the past eight years to mark this week and to raise the conversation on sustainable customer experience practices. The event was sponsored by GeoPoll, Chloride Exide, Diamond Trust Bank and Purpink.