Zambia"There Is No Internet": Is Zambia's Digital Transformation Improving Customer Experience?
A stalled request, a sudden fix after escalation, and a bigger question for Zambian organisations: is digital transformation closing the gap…
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11 results for “Customer Service”.
MalawiNicole Meki to Lead New CICM Malawi Board as Nation Sets Sights on World-Class Service
Telekom Networks Malawi's (TNM) CX Director takes the chair, with Medhealth's Medson Chitsulo as deputy, as a six-member Board sets out to l…
When Customers Have to Chase the Experience.
A personal experience raises a bigger question about digital customer service: when communication moves behind the screen, does accountabili…
What If the Customer Experience Problem Isn't a Customer Experience Problem?
It's easy to spot what customers say they experience — and equally easy to jump straight to the most obvious fix. After all, customers wait,…
TRUST, BOTS AND THE BOTTOM LINE
Inside South Africa's Customer Experience Reckoning
THE CUSTOMER DID NOT ENTER AN ESCAPE ROOM
Why Human First CX must give people a clear way through digital service
EgyptEGYPT: THE LAST GREAT BANKING FRONTIER IN AFRICA
Egypt has brought financial services to tens of millions of new customers in under a decade. It is also, by the World Bank's own reckoning, …
KenyaKENYA: THE COUNTRY WHERE THE PHONE BECAME THE BANK
For years, the story of Kenyan mobile money was told in one impressive but slightly abstract number: penetration. Regulators and telecoms lo…
RwandaRWANDA: WHEN GOVERNMENT BECOMES THE COUNTRY'S BIGGEST CX CASE STUDY
While most governments treat public service delivery as an afterthought, Rwanda has turned its e-government platform into arguably the best-…