Elevating Customer Experience in Kenya: CX Centric Conversation Summary.

On the 25th of February we hosted an online CX Centric Conversation on Elevating CX in Kenya. We had Claire Munene as our keynote speaker. Claire has a well decorated career as she has worked in multiple senior roles for some of the biggest organizations in Kenya.

The keynote presentation was based on the correlation between CX and AI

Some of the key findings we got regarding the much-needed CX skills include:

• Driving personal connection and empathy online

• Chatbot AI trainers

• Working towards a journey orchestration

The discussion questions included:

1. What new skills will CX professionals need in the next few years

2. How can we work to improve EX in Kenya

3. How can we leverage AI to improve the CX

The key findings regarding EX in Kenya:

1. Invest in Employee growth & development through training

2. Foster a culture of recognition and appreciation

3. Ensure digital transformation and convenience

For a full summary click the following link: https://www.linkedin.com/feed/update/urn:li:activity:7300572613179768832