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Chief Executive Officer of Telkom Mugo Kibati. [Wilberforce Okwiri, Standard]
The Covid-19 pandemic has compelled service providers across the globe to completely reimagine and consequently reinvent their customer journeys. Companies are now going back to the drawing board to review all the existing processes that support the realisation of their desired customer journey. The guiding questions are simple – how do we need the customer to feel at the end of this journey? What is the desired customer experience?
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