Stay up to date with the latest customer experience thought leadership from our members
CX Transformation: An African Perspective.
There is an African approach to driving customer experience (CX) transformation. If you understand and accept that in Africa overall business performance comes before overall customer satisfaction, your job is half done if you want to drive CX transformation.
The question now is how do you get the business to be customer-focused? Are global CX methodologies applicable to Africa? What is the African approach to driving CX transformation?
Living Through Change
“I was born in a country that сeased to exist when I was 11, change felt exciting. Later in life, going through a horrific divorce I felt even the slightest change like a train delay was unbearable. I got through it, rebuilt my family, moved countries, launched a successful global customer experience consultancy and embraced the change paradigm forever, as it is the only constant. I am happy to be sharing my personal and professional experience of managing and leading change, through the CX lens.
A Question of Representation.
“We Must Ask the Tough Questions.
It’s not business as usual in the United States. It hasn’t been since the May 25th police killing of George Floyd, and the resulting days of protests in America — and increasingly, across the world — from people who demand change.
Prior to these events, it had been shockingly easy to think of ourselves as empathetic to all.“
The Business of Living
“As I talked with Clare for the WICX series, we realised that many of us don’t really tell our stories. By sharing our stories, we are investigating who we are, testing and gathering reactions to what we share. We explore our stories for the learnings that we can apply.
This sharing and introspection is a huge source of learning about ourselves.
In conversation with Clare I shared with her that I began my career as a clinical psychologist.”
The Four Agreements
“Many self-help books drive positive changes and personal growth. My all-time favorite is The Four Agreements by Don Miguel Ruiz. While listening to the chapters of the audiobook, I had an epiphany as to why the book affects me more than any other. It reinforces how I live my life personally and correlates to my profession in the customer experience (CX) field. From Ruiz’s four fundamental principles, I’ve drawn lessons on leadership, humanizing business and creating …..”
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