robert, Author at The CX Academy

10 Lessons Every Week

10 Lessons from World of CX with Faith O. Amatika-Omondi: AI, Privacy & Customer Trust

As organisations embrace AI, how do we innovate while protecting privacy, intellectual property and customer trust? In this week’s World of CX Weekly Breakfast Virtual Conversation, we had an insightful conversation with Faith O. Amatika-Omondi on Balancing AI with Intellectual…

robertSeptember 18, 2026

10 Lessons Every Week

10 Lessons from World of CX: Are We Measuring the Right Things in Our Contact Centres?

Are contact centres measuring what really matters, or simply what is easiest to count? In this week’s World of CX Breakfast Conversation, we explored how contact centres can rethink the way performance is measured, moving beyond activity and efficiency to…

robertSeptember 10, 2026

The World of CX

Building Experience Management Capability

This September, our focus is on building Experience Management capability across the organisation. Great experiences are not created by individuals alone. They are enabled by the organisation’s systems, processes, leadership, culture, tools, and ways of working. This month, we ask:…

robertSeptember 3, 2026

10 Lessons Every Week

10 Lessons from World of CX: Is Your Contact Centre Ready to Create More Business Value?

Is a contact centre simply a cost centre, or can it become a growth engine for the business? In this week’s World of CX Breakfast Conversation, we explored what it takes to rethink the role of the contact centre, from…

robertSeptember 3, 2026

10 Lessons Every Week

10 Lessons from World of CX: Turning the Contact Centre into a Growth Engine

Is a contact centre simply a cost centre, or can it become a growth engine for the business? During this week's World of CX Breakfast Conversation, we explored how contact centres can move beyond handling interactions to become meaningful contributors…

robertAugust 27, 2026

Experience Redefined Blog The World of CX

CX Is Not a Function, It Is a Business System.

Imagine that Customer Experience disappeared from your organisation tomorrow. No customer listening. No journey mapping. No systematic analysis of customer pain points. No one bringing customer insight into strategic conversations. What would the business actually lose? It is a deceptively…

robertAugust 20, 2026

10 Lessons Every Week

10 Lessons from the The World of CX: Make It Meaningful, Make It Count

Customer Service Week should be more than a celebration. It can be an opportunity to create meaningful experiences, solve real customer problems and build changes that continue long after the week is over. During this week's CX Academy Virtual Breakfast…

robertAugust 20, 2026

10 Lessons Every Week

10 Lessons from World of CX: Mastering CX for Business Success

Customer Experience creates value when it goes beyond activities and connects to what matters most to the business. During this week's World of CX Breakfast Conversation, Dr. Lucy Kiruthu and Duncan Juma opened up a conversation on the connection between…

robertAugust 13, 2026

10 Lessons Every Week

10 Lessons from World of CX with Shanice Naisenya

Customer trust is built long before a complaint is raised or a service is delivered. It begins with how organisations collect, use, and protect personal information. During this week's World of CX Breakfast Conversation, Shanice Naisenya, Advocate of the High…

robertAugust 6, 2026

10 Lessons Every Week

🌟 10 Lessons from World of CX with Kathy Wanjiru 🌟

Every conversation has the power to change how we think about Customer and Citizen Experience. During this week's World of CX Breakfast Conversation, Kathy Wanjiru, Gender and Advocacy Officer at Fadhili Trust Organization, shared her research and personal experience on…

robertJuly 29, 2026

robert

10 Lessons from World of CX with Faith O. Amatika-Omondi: AI, Privacy & Customer Trust

10 Lessons from World of CX: Are We Measuring the Right Things in Our Contact Centres?

Building Experience Management Capability

10 Lessons from World of CX: Is Your Contact Centre Ready to Create More Business Value?

10 Lessons from World of CX: Turning the Contact Centre into a Growth Engine

CX Is Not a Function, It Is a Business System.

10 Lessons from the The World of CX: Make It Meaningful, Make It Count

10 Lessons from World of CX: Mastering CX for Business Success

10 Lessons from World of CX with Shanice Naisenya

🌟 10 Lessons from World of CX with Kathy Wanjiru 🌟

The World of CX

10 CX Lessons Every Week

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