When you get to hear the story of a visionary leader who inspired initial conversations around Customer Experience in Kenya and still speaks of CX with so much passion, you have no choice but to be in awe!
>Our recent CX story was definitely one for the books as we had Jimmy Masinde, Head of Customer Enablement and Tribe Lead at Safaricom PLC.
We admire his confidence, excellence in every role undertaken, and most importantly a heart that seeks to uplift those he interacts with and make them better.
While his story offered a ton of insights, these were the top ten lessons we picked:
- Have joy in what you do; have something that sparks your life.
- Be very credible as a person such that when you say something, everyone in an organization listens and everybody believes that when you have spoken, it is important.
- Do what you said you will do; build trust early enough and eventually you will earn the trust dividend. When people trust you, that will earn you speed, and speed is very important in CX.
- CX Leaders get to consume the everyday challenges faced by staff and the customer and at times that the available resources aren’t at the pace the customers expect; hence, they need a mindset that enables them to survive beyond the average.
- When you are passionate about something, you will naturally ride above mediocrity.
- As CX Leaders, we need to have a summary of the key journeys we need to focus on; pick one or two, perfect them, then evolve, put in predictive analytics to it, and empower your front-line teams to be able to experience the customer information without looking for it.
- Jimmy advised young professionals to be Mellow, to be willing to be moulded, curved, chiseled; to have the Mindset of Agility and to Go Beyond What is Traditional, rise above mediocrity.
- We have moved beyond customer segmentation to a segment of one- hyper-personalization. No longer just identifying a customer as part of a segment, but as a unique individual—understanding their attributes, their lifestyle, and curating products tailored to them.
- The future of CX is not only in Hyper-Personalization but also moving into bots, and not just traditional bots but machine learning-enabled bots that are driven towards conversation as opposed to static menu-driven responses.
