Great theme for the conference, Great people, Great venue, talk about Experience, and walking the talk. That was last week 18th -19th April at the CX Conference in Mombasa Kenya.

I am yet to meet someone who ever gets enough of the coast and its beaches, not with this everyday hustle and bustle.

Subject matter experts in CX, CEO’s, Business Executives, Leaders, CX enthusiasts all converged in Mombasa for the 5th edition of the Annual CX Conference with the theme,”Elevating Employee Experience for Customer Experience Success.”

I was honored to attend not only as a CX delegate but also as a panelist and this was a priceless opportunity. A big thank you to the Institute of Customer Experience Kenya ICX Kenya

This was timely, especially in this era where technology is evolving at a terrific speed, and therefore agility and adaptability is no excuse. The theme, was a wake-up call, to all decision-makers and leaders, that the Human touch in ensuring an excellent experience can never be replaced by any machine or AI. The two must co-exist, which was emphasized at the conference, as it was clearly stated that the heart of any organization is its employees, and how you treat them is fundamental to the success of the organization /business.

Customer Experience is built on People, Technology, Processes, and now ESG which is also critical.

There was a lot to learn at the two-day conference and I will be sharing some of the learnings and key takeaways in the subsequent articles.

Time was well spent networking with like-minded people and spreading love. Personally I felt the love from the one-on-one conversations, the gifts, and the dancing it was worth it and very invaluable.

There’s an adage in my tribe that translates,” Instead of spending the whole day digging, you are better off spending the day making friends”.

To be continued…