The 3 learnings for YOU from the best CX team of 2019

Look at this photo. Isn’t it a brilliant moment of fame? These are the winners of the International CX Award 2019 for Best Customer Experience Team: the CX team of KCB Bank. This bank is located in Kenya and their CX team nailed it when it comes to CX. What can you learn from them? I will share my insights, as I was one of the judges of this category and the host of the Awards.

1. Name of your CX team

When you are in the profession of Customer Experience Management, you want to differ from other teams within your company. You are responsible for the customer and the change within the company into customer centric behavior. You are there to elevate these KPI’s that matter. It could be NPS or CSAT, but that is what you are there for. So, what is your team name? The CX Team of KCB, named themselves Team Possibilitarians. To propel the customer experience agenda, they have made the KCB Customer Experience Team a fun place to be, as they believed that offering delightful customer experiences can only be natural and seamless in a fun, but yet an official setting. Smart!

2. Business rationale

Customer Experience Management is a business profession. That means – as CX professionals – we are there for a business reason. To deliver business value: to customers and therefore to the company. To create a competitive advantage, to help innovation, to boost a customer centric culture. That is also what CEO’s expect of the CX profession. Within KCB, the team is led by Job Njiru. The banking industry in Kenya, faced homogeneity and a dynamic environment created by Customers. The CX team had to look for clear paths to help remaining the market leader in a very competitive market. Customers demanded personalized and differentiated experiences. They required products initiated by their requests and the products to meet their expectation of reliability, speed, efficiency, low cost and convenience. KCB thought of a plan to ensure that their customer needs are met. In 2018 a Customer Experience Division was created within the bank as an independent division, reporting to the Chief Operating Officer, “to eat, think, dream and sleep as the customer”. To align that, they created a business metric that really measures CX support across all staff, named Rate My Support (RMS). The team has grown in score and helped building a customer centric culture across the business, helped meeting customer service level agreements by reducing TAT on complaint resolution from 72 hrs in 2017 to 24 hrs in 2019, improving NPS by 5 points up, making them the market leaders in the Kenyan banking industry. So, the question is: what is your business rationale and how can you show your success?

3. The CX Story for change

How do you engage the organization? Do others understand what you are doing with your team? Do they know what to do and how? What I love about the CX team of KCB Bank, is that for 2019, they decided to focus on the 4E’s of customer experience which for them are Emotion, Expectation, Effort and Execution. This has helped building customer trust, enhancing customer understanding and building a community of believers who advocate KCB globally. What is your acronym? Your list of 4E’s (or other elements) that creates engagement and that are memorable elements?

Congratulations to all members of the CX #TeamPossibilitarians of KCB Bank with your win. It was a fierce competition in this category within the awards, but you so much deserve it. And for all readers of this blog: will you also compete in this year’s International CX Awards? It will help you within your company as an authority and it will give you the praise you deserve.  I certainly hope to meet you and challenge you to compete on the Elite Podium of CX!


** Nienke Bloem is expert in Customer Experience (CCXP), both as Trusted Advisor, Keynote Speaker and co-founder of the customer experience game. Do you want to read her blogs or learn more about her? Visit her website or subscribe to her monthly CX Greetz. **

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