robert, Author at The CX Academy

The World of CX

Hello, November! CX Meets Tech!

November is here, and we are excited about the possibilities! This month, we explore how technology can transform customer experiences and create greater business value. From AI and automation to digital platforms, technology is reshaping how organisations connect with customers,…

robertNovember 3, 2026

10 Lessons Every Week

10 Lessons from World of CX with Richie Sobayeni: CX Meets Tech

How can organisations use technology to solve real customer problems and create better experiences? In this week’s World of CX Weekly Breakfast Virtual Conversation, we had an insightful discussion with Richie Sobayeni, Head of Customer Experience Design at Equity Bank,…

robertOctober 29, 2026

10 Lessons Every Week

10 Lessons from World of CX: Beyond Customer Service Week

Going the extra mile should not end when Customer Service Week is over. It should be reflected in how organisations serve their customers every day. During our World of CX Weekly Breakfast Virtual Conversation, CX leaders and practitioners reflected on…

robertOctober 29, 2026

10 Lessons Every Week

10 Lessons from World of CX: The Customer Is Speaking

Customer expectations continue to evolve, and organisations need to keep listening, learning and improving to deliver experiences that customers value. During our World of CX Weekly Breakfast Virtual Conversation, we explored what matters most to customers and how organisations can…

robertOctober 29, 2026

10 Lessons Every Week

10 Lessons from World of CX with Professor Robert Ebo Hinson: Customer Experience, Citizen Experience & Organisational Change

How can organisations move beyond promises and create experiences that customers and citizens can genuinely rely on? In this week’s World of CX Weekly Breakfast Virtual Conversation, we had an insightful discussion with Professor Robert Ebo Hinson on Customer Experience…

robertOctober 29, 2026

The World of CX

Beyond the Extra Mile: Turning Great Customer Experiences into Business Results

Customer Service Week 2026, themed “The Extra Mile,” challenged organisations to go beyond expectations in serving their customers. It provided an opportunity to recognise employees, celebrate service excellence and reaffirm the importance of putting customers first. But as the celebrations…

robertOctober 19, 2026

The World of CX

Let Us Go the Extra Mile!

This October, our focus is on going the extra mile. Going beyond the expected is not always about doing more. Sometimes, it is about listening more closely, understanding what matters, making things easier, responding when it matters, and finding better…

robertOctober 5, 2026

Experience Redefined Blog The World of CX

Is Your Organisation Building CX Capability or Simply Holding Training Sessions?

As organisations move into the final quarter of 2026 and begin planning for 2027, it is a good time to look at how people are being prepared to deliver better customer experiences. Many organisations invest in customer experience training. Teams…

robertSeptember 21, 2026

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

robert

Hello, November! CX Meets Tech!

10 Lessons from World of CX with Richie Sobayeni: CX Meets Tech

10 Lessons from World of CX: Beyond Customer Service Week

10 Lessons from World of CX: The Customer Is Speaking

10 Lessons from World of CX with Professor Robert Ebo Hinson: Customer Experience, Citizen Experience & Organisational Change

Beyond the Extra Mile: Turning Great Customer Experiences into Business Results

Let Us Go the Extra Mile!

Is Your Organisation Building CX Capability or Simply Holding Training Sessions?

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?

The World of CX

10 CX Lessons Every Week

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