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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
Gatekeeping the struggle: The quiet tragedy of activism in Kenya
Columnists
By Herman Manyora
6 hrs ago
Israel seeks greater Zionist State in Somaliland gambit
Africa
By Biketi Kikechi
6 hrs ago
Cash, bullying and betrayal drive exodus from Gachagua's DCP
Politics
By Ndung’u Gachane
6 hrs ago
How Oburu is driving Raila's dying party to its grave
Barrack Muluka
By Barrack Muluka
6 hrs ago
UDA grassroots polls: Can party break jinx, hold credible vote?
Politics
By Josphat Thiong’o
6 hrs ago
Bloodshed and repression as Museveni wins
Africa
By David Odongo
6 hrs ago