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Why human-to-human interaction is irreplaceable with tech in customer service
In today's digital age, one truth remains constant: the undeniable importance of human-to-human (H2H) interactions.
By Grace Ngugi 1 year ago
Why human-to-human interaction is irreplaceable with tech in customer service
Data is king in fast-changing customer experience landscape
Customer service has come a long way, with data increasingly dictating how organisations relate with their existing and potential customers.
By Grace Ngugi 1 year ago
Data is king in fast-changing customer experience landscape
Broken Window: How to fix customer churn in business
Managing an issue to the customer's satisfaction could prove the difference between customer retention and churn.
By Grace Ngugi 1 year ago
Broken Window: How to fix customer churn in business
How the 'idiot curve' can help in bettering customer service
From the service provider's perspective, a business can identify existing gaps by mapping out a customer's journey through the curve, which can be leveraged to optimise customer experience.
By Grace Ngugi 2 years ago
How the 'idiot curve' can help in bettering customer service
Confusion over seafarer IDs exposes gaps in maritime governance
Shipping & Logistics
By Philip Mwakio
9 mins ago
Why man wants marriage papers rule invalidated
National
By Kamau Muthoni
39 mins ago
Tout jailed 10 years for killing rival over Sh50 stage fees
Courts
By Nancy Gitonga
39 mins ago
930,000 students join senior schools
National
By Lewis Nyaundi
39 mins ago
Presiding over rogues: The systematic impunity behind police brutality
National
By Emmanuel Kipchumba and David Odongo
39 mins ago
Ruto forms formidable campaign network as opposition seeks new alliances
National
By Josphat Thiong’o
39 mins ago