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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
Beware, some victories are actually defeats in disguise
Opinion
By Egara Kabaji
3 hrs ago
Electric bike riders use Uber, Greenwheel in row over bonuses
Business
By Kamau Muthoni
3 hrs ago
Crackdown nation: Report indicts Ruto regime for rising rights abuses
National
By Josphat Thiong’o
3 hrs ago
Ruto-Trump data agreement raises eyebrows over Sh200b health risk
Politics
By David Odongo and Rosa Agutu
3 hrs ago