Customer Experience Archives

Thought Leadership: Building brand equity by delivering customer solutions

by CEO East Africa MagazineThought Leadership Women In LeadershipOctober 29, 2024October 29, 2024

By Damallie Nalukwago What is little understood generally is the importance of operations in brand building. The perception seems to be that brand building is about logos and fancy advertising….

The 5-year transformation of PostBank Uganda⏤ proof that government can profitably drive prosperity

by Paul MurungiIndustry & Analysis The Big StoryOctober 24, 2024October 25, 2024

In his first anniversary interview with CEO East Africa Magazine, as PostBank Managing Director/CEO held in September 2020, Julius Kakeeto envisioned a transformed financial institution. “A tier 1 fully fledged…

OPINION: Redefining customer care in a fast and furious digital landscape

by Muhereza KyamuteteraIndustry & Analysis Thought LeadershipAugust 13, 2024August 13, 2024

We now live in an ever-evolving market landscape and as businesses strive to enhance their customer care support strategies, we must recognize that customer experience has undergone significant transformations over…

Internal and external customers—Let both eat chicken! Stanbic’s Sonia’s Karamagi’s take on what it takes to create a sustainable customer service culture

by Sonia Karamagi KasaggaIndustry & Analysis Thought Leadership Women In LeadershipDecember 1, 2022December 1, 2022

Growing up in an African household, in a way, prepares you for a career in customer experience management—at least, in terms of exposing you to the don’ts of the game….