Is your Customer Service

Helping or Hurting Your Business

Why start your

Customer Service transformation?

Every organisation is created to provide goods and services to customers. Your approach towards customer service greatly explains the performance of your organisation. When customers are satisfied with your services, they remain loyal and speak positively about your organisation. 

We provide you with the technology and human capacity development needed to transform your customer service delivery. We provide customer service tools and resources for a successful customer service transformation.

What we Do

Customer Service Training for Organisations.

We perform online and face-to-face customer service training and coaching. Adapted for small and big teams, and designed to provide the essential customer service skills needed by employees.

Deployment of Customer Service Tools & Software.

We recommend and deploy technologies that can be used for Customer Relationship Management (CRM), Feedback Management, Complaints Management, social media management and automation of marketing and sales processes.

Customer Service Research & Insights

We perform market research and publish customer service insights. Identify industry best practices, test customer experience  models and theories and provide insights on customer service in Africa.

Customer Touchpoints Analysis & Journey mapping

The first step in transforming your customer service is to know how customers come in contact with your brand. Measure the quality of service offered at each contact point. We perform your touchpoints analysis and design your customer journey maps.

Customer Service Events

From Customer experience summits and conferences to customer service awards, customer service networking and meetup events. We organize divers events that bring together  and empower customer service professionals in Africa.

Customer Service Individual Training & Certification

We provide divers customer service training and certification programs for individuals who wish to demonstrate their mastery of customer service. These certification programs can be taken online or face-to-face.

CX TouchPoints Group

The Africa Customer Experience Experts

CX TouchPoints Group
employee customer service training 2

Employee Customer Service Training

We equip your team with the skills they need to understand your customers and deliver great customer service.

CRM COVER

Customer Relationship Management Tools

Jump-start your business CRM deployment today with minimal deployment time. Book a free consultation to discuss your needs.

Cover trainings

Customer Service Certification Programs

Gain new customer service  skills, become a certified customer service professional and take your career to the next level.

Become a customer service professional

CS Career Development Program

Learn the skills and gain the tools needed to become a customer service professional. Let us coach you. 

CX TouchPoints Group

Africa Customer Experience Events

Every year, we organise a series of customer experience events all over Africa. From local customer service meetups, to country specific customer experience summits, the Africa Customer service awards as well as activities marking the celebration of the customer service week in Africa. 

Our goal is to keep building the biggest network of customer experience professionals in Africa, inspire positive action in the industry and celebrate best practices.

Let's help you

Take ownership of your Customer Experience

Customer Relationship Management.

Build strong and sustainable relationships with your customers and create more value for them.

Omnichannel Customer experiences

Move from old and disconnected multichannel experiences to a unified omnichannel experience. 

Master your customer Touchpoints

Understand the different ways in which customers come in contact with your brand and how they feel at each contact point.

Help Desk & Support

Empower customers to find answers to questions, effective ticket management and support on all platforms

Customer loyalty Strategies

Develop a unique loyalty strategy for your brand and make it easy for customers to perform repeat purchase and recommend you to others. 

Build Customer centric teams

Give your frontline staff the training they need to interact well with customers, be there for the customer and create winning experiences.

Customer Feedback management

Enable your customers provide instant feedback wherever they are, so your teams can make informed decisions.

Customer Experience Metrics & KPIs

Visually analyze customer  data and create insightful reports & dashboards to track your key customer experience indicators.

Your CX Transformation

Step 1

Book a Consultation

Fill out a simple form providing us with your contact details. Our team will reach out to you to discuss your project.

Step 2

Situational Analysis

Our team will perform an analysis of your current efforts, identify your customer touchpoints and develop a strategic plan.

Step 3

CX Transformation

We put in place the tools, software and systems needed, train your team and identify how to measure the success.

CX TouchPoints

We are the Africa Customer Experience Experts.

CX TouchPoints Group