I grew up in an environment where every effort to achieve something good was celebrated. Even when the attempt didn’t result as expected, my parents always appreciated the fact that we tried. This contributed in many ways to how I comprehend and look at life. I’m a glass-half-full person.
Every attempt brings us closer to success, with invaluable learning, insights, and possibilities for achieving our goals. My note to all the Nominees.
Not to digress, last week, November 1st, 2024, I was privileged to represent the Customer Experience Association of Uganda at the ICX Kenya Service Excellence Awards and Gala dinner at the prestigious JW Marriott in Nairobi, Kenya. Not only did I attend to witness the award ceremony, but I was also in attendance as the Chief Judge of the ceremony very humbling but deserving.
Oh, lest I forget, the dress code was Around the World, you can imagine the elegance that was oozing in the room.
The gala dinner was to celebrate, reward and spot light organizations and individuals who have exemplified the highest standards of service excellence in Kenya, in key areas of Employee Experience, Customer Experience, Innovation, Environment Sustainability & Governance, Diverse Equity and Inclusion .
The room was full of innovators, strategists, and dedicated CX professionals. Indeed it was a night to write home about.
The Keynote speaker was Prof. Nura Mohamed, Ph.D, EBS Director General of Kenya School of Government who received a standing ovation, for lucidly demystifying the state of the public sector, the role of Kenya School of Government towards transforming public service by inculcating national values and developing customer core skills and competencies towards quality service delivery.
He clearly stated the challenges hindering the public service, from achieving service excellence, and these resonated with what our own public service in Uganda is struggling with. Some of the acronyms he mentioned, synonymous with public service are still rent-free in my mind #PHD-Pull her/him down, #805-report at 8, do zero work and go home at 5, #BMW-Blame. Mourn and Whine.
He emphasized people and national culture being very key and shared the 3 H’s -Head, Heart, Hand, as drivers to service excellence. I believe we all can connect the dots.
My role as Chief Judge was to establish the credibility of the awards and appreciate the Judges, ICX Kenya, and the board chair Joseph M. Choge for the incredible work towards a successful award ceremony.
To my fellow panel of judges, Samuel Karanja, Lynet Owuor, Stefan Osthaus, Christine Onyango, Mercy Gichunge, and Luka Mwangi all contributed our expertise and time with passion to this process and ensured the awards were conducted with utmost integrity. All nominees showcased great strides in their respective categories. Asante Sana
ICX Kenya, we appreciate the partnership with the Customer Experience Association of Uganda and without a doubt, we will drive service excellence within the region and beyond.
