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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 1 year ago
How the 'idiot curve' can help in bettering customer service
Ruto inks health deal amid fears Kenya will give up key patient data
Health & Science
By Mercy Kahenda
46 mins ago
Broken system: Why governors keep surviving impeachments
Politics
By Harold Odhiambo
46 mins ago
Who owns Kenya? Report shows 2pc control over half of arable land
Business
By Macharia Kamau
51 mins ago
Ruto has betrayed you, Church says President toying with the youth
National
By Josphat Thiong’o and George Njunge
51 mins ago
Treasury rakes in Sh245b from Safaricom sale transaction
Business
By Brian Ngugi and Graham Kajilwa
56 mins ago
Sonko millions trigger agency fight
Courts
By Kamau Muthoni
56 mins ago