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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
Elements within UDA and ODM have sabotaged 10-point agenda
Opinion
By Godfrey Osotsi
3 hrs ago
Private lawyers in Sh5bn funds case spark court showdown
National
By Kamau Muthoni
3 hrs ago
High Court halts Sh11b Riruta-Lenana-Ngong railway project
National
By Nancy Gitonga
3 hrs ago
St Mary's Hospital Mumias to reopen after months of closure over SHA debt
Western
By Mary Imenza and Benard Lusigi
3 hrs ago
Lack of textbooks, pathway changes delay learning in Grade 10
Education
By Lewis Nyaundi
3 hrs ago