Jimmy Masinde

[ICX Kenya @icx_kenya]

"Technology should not lead the shift to digital acceleration but should follow the business & its objectives." ~ Solomon Chiedo

#AfricaCXConference2023
#DrivingCXAgility

[ICX Kenya @icx_kenya]

"Get a persona about your customer, understand them by collecting data from various sources about them then you will be able to address them at their pain points better." ~ @JimmyMasinde

#AfricaCXConference2023
#DrivingCXAgility

[ICX Kenya @icx_kenya]

"Customer Experience can be embedded in product development, making it more experiential." ~ @JimmyMasinde

#AfricaCXConference2023
#DrivingCXAgility

[ICX Kenya @icx_kenya]

"Digital Transformation is about failing forward and failing fast. Do not fear failure & be willing to be disrupted." ~ @JimmyMasinde

#AfricaCXConference2023
#DrivingCXAgility

[ICX Kenya @icx_kenya]

Join me, @JimmyMasinde - Tribe Lead Digital Channels, @SafaricomPLC at the upcoming #AfricaCXConference2023 on April 20th &21st. Book your seat today!! Call/WhatsApp us on [phone] #DrivingCXAgility

[mmnjug™ @mmnjug]

You have to give it to @SafaricomPLC when it comes to these presentations.... They have figured them out proper!!

And that #Zuri as the #SafaricomFYResults virtual moderator.... Smart!!

[Safaricom Care @Safaricom_Care]

Zuri couldn’t pass up the chance to wish you a Happy World Emoji Day today💃🥳🙌🏾 So yeah, 😅 Happy #WorldEmojiDay from Zuri. 🤗❤️Check out this video to learn more. #ChatWithZuri https://t.co/keu7cCqpxf

[ICX Kenya @icx_kenya]

This is a call to all CX professionals to book your calendar and register with us for the June round table discussion this Thursday. Let's collaborate and find success together @michnjiru #ChampioningCustomerConvenience

[Jimmy Masinde @JimmyMasinde]

@KiruthuLucy @icx_kenya Correct

[Jimmy Masinde @JimmyMasinde]

@icx_kenya @SafaricomPLC Appreciated! it was my pleasure.

[Jimmy Masinde @JimmyMasinde]

@KiruthuLucy @icx_kenya @michnjiru @CGathuru There is need to relook at the standards and processes to make them relevant to a work at home experience @icx_kenya

[Jimmy Masinde @JimmyMasinde]

@icx_kenya Thank you for this opportunity @icx_kenya that was a great audience #ICXChat #CXEvolution.

[Jimmy Masinde @JimmyMasinde]

@icx_kenya A3: Prepare your digital strategy, demonstrate business benefits, use data insights to shape this conversation and drive investments in growing your digital experience space, your budgets aligned to customer outcomes #ICXChat, #CXEvolution, @icx_kenya

[Jimmy Masinde @JimmyMasinde]

@icx_kenya A3: Process simplification and automation can help draw the attention of EXCO..as you can demonstrate efficiency/cost savings around the experience delivering...shorter and simpler process for frontline teams, #RPA #CXEvolution #CXChat @icx_kenya

[Jimmy Masinde @JimmyMasinde]

@icx_kenya A3: CX professionals should take this conversation to the boardrooms...the disruption is real use of data and customer insights to tell the customer story at EXCO. #CXEvolution #CXChat @icx_kenya

[Jimmy Masinde @JimmyMasinde]

@SeemaSouza @icx_kenya Covid- 19 has created a disruption that requires a shift in how we approach experience going forward...organisatisations should leverage the digital uptake to drive digital penetration the customer is exposed. #CXEvolution #CXChat @icx_kenya

[Jimmy Masinde @JimmyMasinde]

@icx_kenya A2:5)Coaching and Empowering staff as opposed to directive leadership become the catalysts to foster delightful experiences. Customers generate revenues, employees drive experience #CXEvolution #CXChat @icx_kenya

[Jimmy Masinde @JimmyMasinde]

@icx_kenya A2: Data driven decision making...leveraging customer insights to inform process and product design shifts towards Robotic Process Automation and how we can leverage data in identifying the opportunities for automation #CXEvolution #CXChat @icx_kenya

[Jimmy Masinde @JimmyMasinde]

@icx_kenya A2: 3) Being Bold and Eperimenting.. staff to explore and deliver outcomes that answers to customers problems...customer speed and convenience remain key expectations that continue to challenge the customer experience we provide. #agile #CXEvolution #CXChat @icx_kenya

[Jimmy Masinde @JimmyMasinde]

@icx_kenya A2: 2) Customer Obsession becomes the focus ...in product and process design the need to start from a customers point of view back to the business becomes key...approches like #design-thinking are key #CXEvolution #CXChat @icx_kenya