Spreading customer love

The workplace is one of the most complex places on earth. At the workplace are people from different backgrounds that need to work together to get things done. These people are of a different gender, age, religion, education, race etc. In working together, people are expected to put aside their differences and work as one […]

Chatbots are making inroads in customer experience

As it appeared in the Daily Nation on August 21st 2018 Lucy Kiruthu At a recent customer experience training, I asked the participants to draw a chatbot. Most participants had no idea what that was despite being in the customer service arena. Others had an idea but it was difficult to visualize a chatbot and […]

What is Your Business Model?

As it appeared in the Daily Nation on August 14th 2018 Lucy Kiruthu When I went through an MBA program 16 years ago, there were no lessons on business models. The closest we got to learning about business models was in relation to the then upcoming e-businesses. However, business models whether defined or not have […]

Why CEOs must lead the Customer Experience Agenda

As it appeared in the Daily Nation on August 7th 2018 Lucy Kiruthu I know a few CEOs that are the number one customer experience champions in their organizations. They know their customers’ journey and they are walking it in their shoes. They know exactly when the shoe is comfortable and when it pinches. They […]

Navigating the Turbulent Waters of Strategy Execution

As it appeared in the Daily Nation on July 31st 2018 Lucy Kiruthu Over the last few years, I have dived deep into the complex world of strategy execution. I have interviewed board members, CEOs and senior executives, surveyed managers and spoken to staff on the subject. I have read the best books and journal […]