Complaints Management
Introduction While organisations endeavor to make use of ‘customer insights’ to continuously bring value to customers and improve operations, the data they look towards and the way this data is analysed to make crucial changes doesn’t always help in making impactful...
The service recovery paradox
The harsh reality is that even with the most compact contingency plans in place, your business can’t always foresee every eventuality. Errors can happen with orders, suppliers might have setbacks, and office service connections may be down. However, even with all of...
The Importance of Data Protection in Business
As recent data-related news has proven, the opportunities to abuse and exploit personal data is becoming increasingly overwhelming. It is for this very reason that concepts around data protection and ethics become crucial. Technologists and organisations alike, that...
The world of data privacy and protection (GDPR vs POPIA)
Do you really know who owns your data? From major corporations to cybercriminals, there is no shortage of individuals looking to gain access to the information that you share online. And while many companies look to safeguard your personal information, understanding...
Essential Soft Skills for CX
Introduction Living and working through the Coronavirus pandemic has put not only technical skills and abilities to the test but also interpersonal skills. The way we work has undergone major changes which we’ve covered extensively but huge changes which have forced...
Changes in customer behaviour during lockdown
With 2020 presenting the globe with a new set of challenges as the Coronavirus pandemic - the global health crisis of our time, forces many nations to economic turmoil, changes on consumer trends are inevitable. Over the past few weeks, South Africa has experienced...
Focusing on good EX in times of calamity
Introduction In the midst of the COVID-19 pandemic, organisations need to maintain a relationship with their employees while focusing, now more than ever, on employee engagement (EE) and the overall employee experience (EX). Maintaining business continuity in the...
Adaptability and Stress Management
Adaptability is the ability to change, or be changed, to better fit altered or unexpected circumstances as humans tend to be creatures of habit (Mill, 2015). Every one of us has the basic capability to be adaptable as without this being somewhat ‘hard-wired’ in us, we...
Understanding how to manage your CX strategies in the midst of a global crisis
With the global economy quickly moving in a downward spiral, organisations now, more than ever, need to dig their heels in and consider the factors which they can still control. One of which is their CX strategy and how they can use these initiatives to further engage with their customers and employees.
The Move to the Virtual World
Yes, we may have faced a lockdown, however, perhaps we can look at the positive and consider the opportunity which has risen. The world has been catapulted into ‘the way of the future’. The corporate world will never be the same, with ‘working from home’ or remote...
Let your organisation lead the CX race
Customer Experience (CX) has quickly become a popular business strategy amongst many successful organisations. Implementing an effective CX programme is crucial, but it is in assessing your CX maturity that true success is found. We will, therefore, be exploring CX Maturity in order to understand why it forms the next logical step in your CX journey
How to achieve and assess CX program maturity
It should come as no surprise that your CX programs ultimately decipher the success of your business. As a result, it has rightfully earned its place in numerous corporate consumer strategies.
Looking at achieving CX
Achieving satisfactory and memorable customer experiences (CX) can be a difficult feat. Especially when you realise that customer experiences are based on intentional strategies, extensive planning and thorough training. Understanding the moving parts involved with...
The Fourth Industrial Revolution
The Fourth Industrial Revolution (4IR) is not on its way… It’s here! The world, as it looks now, has completely transformed from the world we knew ten years ago, and will further continue to be transformed. In the next twenty years, the world is going to change more...
Genex Insights unpacks the 4IR
Contrary to popular belief, the Fourth Industrial Revolution (4IR) is not on its way. It's already here! And as we stand on the brink of fundamental change, technology proves to herald a series of physical, digital and biological innovations. The question is, are you...
Understanding Tracking Systems
Tracking studies are described as longitudinal, meaning that they ask the same questions to measure the perceptions of participants with similar demographics, psychographic or other characteristics in a study over a period of time.
Employee Journey Mapping
Ensuring that your employees have a positive experience from their first engagement with the company is crucial to their commitment to the organisation
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...
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...
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 business...