Sleek & Beautiful

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September 25, 2017

Creating Systemic and Sustainable Change in CX

When I speak to companies on their customer experience initiatives, there is almost fatigue with the fact that change is not happening fast enough. Usually customer facing staff are blamed for not delivering according to expectations, product teams are blamed for delivering products that customers don’t want and the silo mentality continues…. As many of us […]

September 2, 2017

The ROI of Customer Experience

Many people working in the CX field attest to one common challenge; getting the client agenda prioritised at the C-Suite. This is not a new challenge and it has been discussed in many articles over many years. Below is a great infographic and excerpt I found at http://loricarrassociates.com/. It gives a great summary of key fundamental […]

July 3, 2017

Fleming Customer Experience Management EA Conference

What an awesome event we had at Villa Rosa Kempinski Nairobi! The venue was appropriate for what we were there to do. Villa Rosa Kempinski in Nairobi though frequented by many business travellers is warm and their customer experience is one that you cannot fail to notice. The event was well organised and the enthusiasm […]