Author Archive

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 in this field know, establishing customer centricity in any organization is a journey that requires leadership commitment and perseverance at all levels. That is, however, not enough if the organization does not have a system in place to keep the momentum going. There is work to be done at all levels of the organization and all moving parts need to keep focused on the customer while meeting the objectives of other stakeholders such as shareholders. It is especially during the difficult economic turns that organizations find it difficult to remain focused on the customer.

Organizations need to build their strategies based on an understanding of the customer they are delivering to and their vision as an organisation. Infusing the whole organization with this understanding is the work that requires persistence. How do you ensure that your product is a reflection of your brand promise? How do you align your processes and systems to your brand promise and ensure that your staff are empowered to remain true to it? The CX Systemic Infographic shows the different aspects of the business that need to reflect your customer strategy before you can expect your sales and service staff to deliver your desired customer experience consistently.


Motivation by Design (Pty) Ltd, South Africa and Experience by Design Ltd, Kenya are sister companies bridging the customer experience gap and supporting companies as customer experience coaches who assist companies in implementing their customer strategy. While we may be knowledgeable in the field of customer experience, our clients are experts in their business. We partner with our clients to blend our knowledge and theirs to create what we or they cannot create on their own and hence creating value.

We are passionate about the delivery of customer experience as rated by your customer. Sustainability of the customer-centric approach is core to our delivery and we therefore collaborate and facilitate the shaping of the strategy so that the skills are transferred to the organization. 

If you are just starting on your customer experience journey or want to optimize your organization to deliver to your clients, we will assist you with setting up the customer experience team, customer journey mapping, training and coaching to ensure a successful implementation. Contact us on

Mumbi Odame

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 It gives a great summary of key fundamental components that need to be in place for CX transformation to take place in your organization. In my experience in this field, organizations that have embraced the customer agenda are not struggling with the what of CX but rather with the how. This will be our topic of discussion at the upcoming CX Day on 3 October 2017. Look out for where the discussions will be taking place.


  • Adopt a Long-Term View. Let’s stop chasing short-term, unrealistic, purely self-serving ROIs, and focus instead on CX strategy and outcomes that mature over a reasonable period to yield value for both company and customers.  Sustainable growth resides here.
  • Know Your CX Numbers. There are dozens of company financials but only a few CX metrics drive sustainable value in exponential ways. Focus on financials that foster growth, revenue and profits – quickly, realistically and predictablyCreate value for customers and you’ll get value too.
  • Choose CX Metrics Wisely. Many CX metrics are used to measure customer success, but only a handful will directly and unquestionably contribute to higher growth and revenues. Some metrics improve the top and bottom line in concrete ways while others are supportive.  You need to know the difference.
  • Emphasize Customer Lifetime Value (CLV). CLV can be defined as the total worth of a customer-company relationship over time; it is assessed by projecting the customer’s present value into the future, using a set of given business assumptions.  CLV is reliant on a continuum of ongoing relationships that compound the financial benefits of loyalty. CLV, the gift that keeps on giving.
  • Activate Financial Models & Revenue Estimators. What gets measured gets done and what gets done produces financial outcomes that can be monetized. Stimulate strong performance in high impact CX metrics and use predictive tools to model and forecast revenue, profitability and CLV.  Predict. Perform. Improve.
  • Employ ROI Calculators. The inability to correlate and calculate CX return on investment is the main reason these investments aren’t funded.  The right CX investments can and will yield ROIs in the 1,000’s of percent. Go ahead and prove it!
  • Insist on Cross Company CollaborationThe experience of customers is a highly interdependent endeavor across the entire company, so it makes good sense for leaders to share responsibility. Encourage inter-departmental partnerships and shared accountability to increase teamwork, performance and company growth.  Get on board.
Mumbi Odame

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 of the attendees was palpable. If you missed it, I will be posting some photos from the event.

Look out for our next 3-hr workshop which covers the systemic customer experience framework.

Our next event is the free webinar on understanding customer experience beyond service and measurement. Our webinars are insightful and this one will be no different.

Join us by registering here.

Looking forward to connecting with you soon!


Mumbi Odame

Fleming Customer Experience Management Conference – 21 – 23 June 2017 – Nairobi, Kenya

Mumbi Odame will be presenting at the upcoming Customer Experience Management conference to be held on 21 – 23 June 2017 in Nairobi, Kenya. She will hold a workshop on 23rd June to give participants like yourself tools that can be immediately implemented at your workplace to start or continue the journey of Customer Experience Management. Mumbi has a vast understanding of customer experience from both a strategic and implementation point of view. She has been a speaker at various customer experience management conferences in South Africa for the last 3 years and is honored to be able to present her thinking in East Africa.


In preparation for the conference for Mumbi and for your organization, we invite you to participate in this short CX self-assessment. While the conference would be very beneficial to you and your organization, the results of the survey will be shared with all those who respond irrespective of conference attendance. It will enable you to benchmark yourself against the market and support your journey of creating great customer experiences.


Mumbi Odame

Welcome to Motivation by Design

We are motivated by great customer experiences and we exist to design them for our clients and their clients.

Feel free to contact us for exciting discussions on customer experience that will have impact on your business and your customers’ lives.

Mumbi Odame

Mumbi Odame