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Embrace technology or ‘perish’, company CEOs told

By KURIAN MUSA | December 1st 2013


Company CEOs have been urged to embrace new technology to improve service provision.

Speaking at an event organised by the Institute of Customer Service (ICS) to award organisations that have excelled in service provision and customer retention, Heritage Group of Hotels Chief Executive Hersi Mohamed said it was a good sign that service provision had improved in the hospitality industry and at the Immigrations Department.

 “If you think you do not belong to Twitter, Facebook and other social media platforms as a manager, you may not last long in the business,” warned Mr Hersi, who won the manager of the year award in 2005.

The same event saw the launch of ICS awards 2014, which will target government and private sector organisations that excel in service provision and customer retention.

ICS Kenya Managing director Eva Kiplagat said the organisation seeks to be the authoritative voice of customer service and benchmark for individuals and organisations that wish to deliver world class customer experience.

Standard Group Limited was among the corporate bodies feted at the gala night.

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