Dr. Lucy Kiruthu is a CX thought leader with a PhD in Strategic Management. As a lead consultant at Evolve CX, she has led over 110 CX projects and trained over 12,000 staff. She is a founding member of ICX-Kenya and a consultant with Stanford Seed … [Read more...]
183: Dr. Lucy Kiruthu – The role of every individual in delivering an exceptional experience
182: Pauline Kariuki – Fostering a customer-centric culture through employee engagement
Pauline is an accomplished Customer Experience Professional, Trainer, Consultant, and Coach with over 15 years of corporate experience in financial services, management consulting, and humanitarian services. In this episode we discuss the various … [Read more...]
181: Jill Raff – EX2CX the secret formula to Business Success
Jill is a globally recognized expert, amongst the Top 150 Global Customer Experience Thought Leaders and Influencers, who teaches companies how to Transform Transactions into Interactions™ through her methodology connecting the employee experience … [Read more...]
180: Nicolas Callegari – Measuring Customer Experience the right way
Nicolas is an award-winning Accredited Customer Experience Master (ACXM) and Research Professional with a 21-year track record that spans several years of experience in IT, Financial Services, Healthcare, Consumer Electronics, Hospitality, … [Read more...]
179: Evas Bazirakakye Kizza – Why Customer Experience is every Employee’s job
Evas is the Customer Experience and Relationship Manager of UMEME Ltd. She is on a mission to create positive customer experiences and build authentic client/stakeholder work relationships. Businesses frequently make the mistake of centralizing … [Read more...]
178: Michael Brandt – Why are Customer Surveys dying?
Michael is a Customer Experience (CX) Strategist and Certified Customer Experience Professional (CCXP) with many years of experience implementing CX programs in global multicultural organizations. He is also a Founder Member and Ambassador for the … [Read more...]
177: Chantel Botha – Using Journey Maps to deliver better Customer Experience
Chantel Botha is the author of "The Customer Journey Mapping Field Guide" and the founder of BrandLove. She helps business leaders to empower their teams to live their brand proudly. Chantel is passionate about closing the gap between what a brand … [Read more...]
176: Rosebella Abok & Anne Nyachomba Mwangi – The Transformative Value of Employee Experience
Rosebella Abok is the Global Head of Customer Experience for ENGIE Energy Access (Africa). Anne Nyachomba Mwangi is the Head of customer for Nexleaf Analytics. When Customer Experience (CX) and Employee Experience (EX) are managed appropriately, … [Read more...]
175: Adwoa Asare – Asamoah – Increasing Profitability through Customer Experience Management Frameworks
Adwoa Asare – Asamoah is the Lead Consultant for CX Hatchery and Associates Limited, which offers CX advisory services and implementation of Customer Experience Maturity Assessment, Strategy, and Business Process/User Experience Design and … [Read more...]
174: Sonia Karamagi Kasagga – Elevating Customer Experience through Personalisation and Internal Sensitization
Sonia Karamagi Kasagga is the Head of Customer Experience at Stanbic Bank Uganda. With close to two decades of hands-on management experience in the banking sector, Sonia is dedicated to creating seamless and personalized solutions that exceed … [Read more...]
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