Category: Markets
Customer Support Trends in 2026: What Kenyan Businesses Must Know
Did you know customer expectations have shifted faster than most brands expected? Here are the top 6 trends shaping customer support this year: 1. Empathy‑Driven […]
Christmas Shopping in African Markets:
As December unfolds across Africa, the festive rush is on — but this year, the holiday shopping season carries a very different flavour. From Kampala […]
“Why Your Phone Might Be Making You Rude to Agents (And You Don’t Even Know It)”
Let’s get straight to it.You weren’t always this rude.But somewhere between scrolling TikTok, sending 1-minute voice notes, and ghosting people mid-convo… your phone changed you. […]
7 Types of Shoppers You’ll Always Find at the Mall (And Yes, You’re One of Them 😅)
Walk into any mall in Kenya and it’s the same show, different day.Whether you’re in Sarit, Garden City, Westgate, or even your neighborhood mini-mall — […]
‘Dear Customer, We Can’t Hear Your Voice Note on the CRM’ 😭
Why Voice Notes Are Killing Customer Care — and How We’re Coping Let’s talk about voice notes. Yes, those long, dramatic, slightly passive-aggressive ones customers […]
Beyond the Office: Why Remote Work Still Makes Business Sense in 2025
When the world shut down in 2020, remote work became a survival tactic. Five years later, it’s no longer just a pandemic trend—it’s a business […]
When AI Listens: How Conversational AI is Reshaping Customer Service in Kenya
In the fast-evolving world of customer service, conversational AI is no longer a luxury—it’s a necessity. From banking halls to telcos, AI-powered bots are quietly […]
What’s the Key to Better Customer Support in Kenya’s Social Media CX?
70% of Kenyan social media users engage by commenting on posts, highlighting the importance of interactive content in customer support. By responding promptly and personally, businesses can turn social media interactions into positive brand experiences
