10 Lessons Every Week65

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…

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…

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…

Customer experience is not created by initiatives, dashboards, or strategies on paper. It is shaped by what organizations do with what they already know, how they act on feedback, how leaders respond to insights, and how consistently they close the…

Employee experience is not defined by what organizations write in policies, values, or handbooks. It is defined by what people live through every day at work. It is shaped in the small moments, how leaders respond, how decisions are made,…

Employee experience is not something people read in policies, it is something they feel in their everyday work. Most of us can remember a place where we felt supported, where expectations were clear, and where we were valued. And just…

Sustainable performance is built from within, through leadership, trust, alignment, and a clear understanding of how people contribute to a larger goal.

Employee experience is increasingly becoming a defining factor in how organizations perform, engage talent, and deliver results. While many organizations invest heavily in policies, systems, and defined workplace expectations, there is growing evidence that outcomes are shaped less by what…

Drawing from Andrew’s perspective, these lessons explore what organizations need to get right internally to deliver better outcomes externally.

Based on real-world HR experience, Janette Watila shared insights on how to navigate diversity, motivation, and performance in ways that actually work.