Our Industry Insights

Our Industry Insights

Get all the information you need to make informed business decision.

Our way of empowering you!

Employee Recognition

The predominant focus of a successful business is the creation and maintenance of great customer experience in order to keep customers happy and retain their business. We also know that customer experience is directly related to the satisfaction and engagement of... read more

Genex’s Big Move to IQbusiness

A daunting significant venture into the unknown basked in opportunity, excitement and a bit of magic describes our most recent journey at Genex. With change being an inevitable part of any great story, we embarked on the move to our new home at IQbusiness’s offices... read more

Organisational Culture and CX

A good organisational culture is the key to great customer experience. Simply put – the employee experience leads to the customer experience. Understanding what organisational culture is and how it leads to customer experience is vital to the success of your... read more

Customer Journey Mapping

Human beings define and explain their world through stories – we share stories to teach, entertain, share common experiences and pass along learnings. Storytelling can, therefore, be used as a tool to understand and engage customers. Customer Journey Mapping... read more

VOC & Unstructured Data

Until recently, VOC was mostly quantitative in nature and mainly structured according to the terms of the organisation, apart from the one customary verbatim question at the end of most surveys that represents qualitative data. The partiality towards quantitative data... read more

Beyond Dashboards

You have a voice-of-the-customer (VOC) programme. Your closed-loop service recovery is doing what it must. You have dashboards showing you every grain of trackable data. Why, then, are you not excelling? Why is your net promoter score (NPS) not shooting through the... read more

Employee engagement is the new customer engagement

The recent Customer Experience World conference speakers noted an evolution in focus from customer engagement and satisfaction to employee engagement and satisfaction. One presenter even simplified it to the point of saying that the people in a business fulfil one of two functions: They’re either serving the customer, or they’re supporting someone who is serving the customer.

read more