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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
Who owns Kenya?: 2pc control over half of arable land
Business
By Macharia Kamau
57 mins ago
How Ruto-Trump health deal risks patient data
Health & Science
By Mercy Kahenda
57 mins ago
Why Kenyan police in Haiti are searching for Kabiru's body
National
By Hudson Gumbihi
57 mins ago
Impeachment drama: Why governors always survive
Politics
By Harold Odhiambo
57 mins ago
Treasury pockets Sh245b from Safaricom sale
Business
By Brian Ngugi and Graham Kajilwa
1 hr ago
Why the church is angry with President Ruto
National
By Josphat Thiong’o and George Njunge
1 hr ago
Why KRA is after Sonko's millions
Courts
By Kamau Muthoni
1 hr ago