All Episodes

September 22, 2022 34 mins

This episode of Be Customer Led with Bill Staikos features Bella Obudho, Head of Operations and Customer Experience at BrighterMonday Kenya. BrighterMonday Kenya is part of Ringier One Africa Media Group (ROAM), one of Africa's major digital publishers, offering global businesses to access targeted audiences nationally, regionally, and continentally. Bella is regarded as a thought leader in ROAM Africa, where she manages the CX Centre of Excellence (COE) and drives the adoption and accountability of NPS best practices. Throughout the span of today's episode, we delve into a diverse range of topics pertaining to the process of setting up a CX Team for Success.

[01:17] Background - Bella recounts her life and career, mentioning the path that led her to become an expert in customer experience.

[03:56] CX in Kenya – Bella discusses the current state of customer service in Kenya and how she believes it may have changed over the past several years.

[08:09] Core Tenants – Bella shares her take on the fundamental principles of customer experience. In addition, she describes how the COVID epidemic has altered her perspective or method for reaching the consumer or employee voice.

[16:05] Technology – We discuss how technology has shaped a new direction in the consumer experience. Additionally, Bella lists a few tools she is eager to use and begin testing.

[26:54] Advice - As a frontrunner in the CX industry, Bella guides individuals who wish to head a function or team.

[31:46] Inspiration – Bella mentions the people she admires and where she finds inspiration.

Resources:

Connect with Bella:

LinkedIn: linkedin.com/in/rosebella-abok-10951a19/?originalSubdomain=ke

Mark as Played

Advertise With Us

Popular Podcasts

Dateline NBC
Who Killed JFK?

Who Killed JFK?

Who Killed JFK? For 60 years, we are still asking that question. In commemoration of the 60th anniversary of President John F. Kennedy's tragic assassination, legendary filmmaker Rob Reiner teams up with award-winning journalist Soledad O’Brien to tell the history of America’s greatest murder mystery. They interview CIA officials, medical experts, Pulitzer-prize winning journalists, eyewitnesses and a former Secret Service agent who, in 2023, came forward with groundbreaking new evidence. They dig deep into the layers of the 60-year-old question ‘Who Killed JFK?’, how that question has shaped America, and why it matters that we’re still asking it today.

Las Culturistas with Matt Rogers and Bowen Yang

Las Culturistas with Matt Rogers and Bowen Yang

Ding dong! Join your culture consultants, Matt Rogers and Bowen Yang, on an unforgettable journey into the beating heart of CULTURE. Alongside sizzling special guests, they GET INTO the hottest pop-culture moments of the day and the formative cultural experiences that turned them into Culturistas. Produced by the Big Money Players Network and iHeartRadio.

Music, radio and podcasts, all free. Listen online or download the iHeart App.

Connect

© 2024 iHeartMedia, Inc.