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Employee Experience (EX) the new HR Strategy.

Employee Experience (EX) the new HR Strategy.

This article defines the concept of employee experience, identifies the different phases in the employee experience journey, reviews the role of the employee as the ‘consumer of the workplace’, and ...
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The Customer Service Code of Conduct

The Customer Service code of conduct is a guide on core values and expected behavior for Customer service professionals developed by CX TouchPoints Group. Values CheerfulnessEmpathyResponsivenessRespectHonesty Conduct Always keep in ...
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2021 Customer Service Predictions

10 Customer Service Predictions for 2021

If 2020 was to be given a name or a theme, we all will agree that name will be 'the extraordinary year'. One in which the world experienced a major ...
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Post-Covid-customer-experience

There shall be no return to normal: Focal points for the post-COVID customer experience strategy

Many people think that as soon as this crisis is over, they will rapidly return to life before COVID-19. Unfortunately, life after COVID-19 will not be the same. The COVID ...
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voice of the customer

Voice of the customer: collecting customer feedback.

Author: Mbinkar, Kpunsa Fomunyuy. This article on the voice of the customer aims at defining what this term means, identifying was of collecting customer feedback and demonstrating a practical approach ...
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Customer bill of rights

What is the Customer Service Bill of Rights?

Defining you customer service strategy is one thing but communicating that position to the customers is another thing all together. In this article we would understand what a customer's bill ...
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employee experience

How to improve Employee Experience

Employee experience is neglected and relegated to the background in many organizations. Think of a machine with several parts. For the machine to be fully operational and enable us to ...
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Guide to customer expectations

Guide to Customer Expectations

Customer expectations are the desires or anticipations customers have about a brand when interacting with it. It is the anticipated outcome of the interaction. The secret of providing great service ...
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10 things every customer-centric organization must do as COVID-19 spreads

By: Mbinkar Kpunsa Fomunuyuy The CDC describes Coronavirus disease 2019 (COVID-19) as a respiratory illness that can spread from person to person. This virus was first identified during an investigation ...
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