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Our Industry Insights

Our Industry Insights

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

Our way of empowering you!

Customer Journey Mapping

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 describes...

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Understanding Data Security and Privacy

Understanding Data Security and Privacy

Research is the process of gathering useful information from individuals or groups. In the digital age, we call this collection of information data. Genex collects data through market research, to provide different brands with insights. These valuable insights are...

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VOC & Unstructured Data

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...

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Beyond Dashboards

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...

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Employee engagement is the new customer engagement

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.

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