Kisumu Governor Anyang’ Nyong’o has challenged public servants at both the national and county levels to adopt intelligence-led customer experience to transform governance and improve access to public services.
Nyong’o said traditionally, public services have often struggled to keep pace with the rapid advancements in technology and the evolving needs of citizens.
This, he said, has led to frustration, inefficiencies, and a disconnect between government agencies and the communities they serve.
“Today, citizens are looking for services that are not only efficient but also responsive, personalised and easy to access.T hey expect the same level of service they experience in the private sector one that is intuitive, seamless and driven by data.”
Speaking during the opening of the three-day Annual Customer Experience Conference in Kisumu by the Institute of Customer Experience, Nyong’o emphasised that embracing intelligent customer experience would help build governance structures centered on the needs and expectations of citizens.
“By harnessing the power of intelligent customer experience, counties can create a more responsive and adaptive governance model. This enables local governments to improve service delivery, foster transparency, and enhance civic engagement,” he said.
To achieve this, Nyong'o outlines key strategies such as investing in data driven decision-making, creating user-friendly digital platforms and enhancing communication through multiple channels.
ICX chairman Joseph Choge highlighted the importance of elevating customers' experience into boardrooms and national priorities.
"While businesses are racing to adopt cutting-edge technologies, they risk ignoring the core customer experience elements that are necessary for those technologies to succeed," he said.
Choge announced the launch of the ICX Strategy, focused on growth and strengthening the systems that support it.
"Our goal includes growing our revenue to 40 million, expanding our membership to 10,000 and increasing member retention by 75 per cent over the next three years," he said, adding that this growth will enhance their capacity to deliver better, more responsive CX services.
Choge added that ICX plans to collaborate with the county government to make the customer experience and its enabling technologies more accessible, enhancing the quality of public service delivery.
“This strategy positions customer experience as a key driver of transformation, ensuring that public services not only reach more people but also meet their needs in smarter, more meaningful ways,” he added.
The event has brought together over 100 industry leaders, policymakers and Customer Experience professionals.
The three-day conference will feature high-impact sessions on AI, digital trust, youth engagement, inclusivity and regulatory trends, equipping organisations with practical insights and tools to stay ahead in a rapidly evolving global Customer Experience landscape.
