01
CX Audits & Mystery Shopping
We go through your business the way your customers do, then show you exactly what we found.
For when: we think service is fine, but we don't actually know.
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Customer Experience Consulting
Customer experience consultancy · Nairobi
Better Experiences.
Let's talk
See how we help
Better Experiences.
Stronger Business.
We help businesses understand what their customers are experiencing, find the gaps, design better experiences, and put the right systems and skills in place to keep them working.
About
About Customer Experience Consulting Kenya
Many businesses lose customers without ever knowing why. Poor service, inconsistent experiences, disengaged employees and broken customer journeys erode revenue and damage reputation.
At Customer Experience Consulting Kenya, we help organisations find those gaps and turn them into opportunities for growth.
We work with organisations that treat customer experience as part of the business, not a nice-to-have.
We help businesses evaluate, improve and sustain the experience their customers and employees have through audits, mystery shopping, consulting, training and ongoing support.
The problem
Your customers don't experience your departments. They experience your business.
A customer moves through everything you do in one line; what they see first, the call, the WhatsApp message, the service itself, the problem that comes up, the payment, the follow-up. They never see your org chart. They only feel the joins.
What we do
Our services
Five ways we help. Most clients start where the problem is loudest, then keep going.
02
CX Strategy & Journey Design
Decide the experience you want customers to have, then design the journey that delivers it.
For when: every department is fixing its own bit and nobody owns the whole journey.
Talk to us03
Service Standards & Operating Systems
We turn good intentions into standards your team can actually follow on a busy Tuesday.
For when: the experience depends on who happens to be on duty.
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04
Team Capability
Training and coaching that gives your frontline the skill and confidence to hold the standard.
For when: staff know the rule but freeze when a customer is upset.
Talk to us05
Ongoing CX Consulting
We stay on as your outside pair of eyes, so the work keeps moving after the report lands.
For when: we started well, then slipped back within a quarter.
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How we work
The IMPACT™ Framework
Six stages. We don't hand over a report and leave, we stay until the new way of working holds.
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Why CXCK
16 years of experience in customer experience and service.
CXCK is led by Kananu, who brings 16 years of experience in customer experience and service, much of it inside service operations, watching where good intentions fall apart between one department and the next.
CXCK has been helping businesses improve customer experience for 10 years.
We bring a trained eye on what your customers meet when they call, walk in, complain, pay and come back.
Banking
Manufacturing
Professional services
Hospitality
In their words
What clients say
“Kananu and her team helped us find service gaps that had gone unnoticed inside the business. The audit gave us practical recommendations, not generic observations. Within a few months we had clearer service standards, better accountability and better customer feedback.”
“The audit showed us how our customers and our staff actually experienced the business. Some of it challenged what we assumed. The recommendations on communication, service delivery and responsiveness were practical and easy to put in place.”
“We thought our customer service was doing well. The mystery shopping picked up blind spots we would never have seen ourselves. The training and follow-up made the team far more consistent.”
The CX Experience Check
Truth Be Told: are you designing your customers' experience?
What are your customers actually experiencing?
Tell us what's bothering you and we'll tell you how we'd look into it. A first conversation costs you nothing.
Phone / WhatsApp
+254 718 492125
Email
hello@cxconsulting.co.ke
Office
State House Road, Nairobi
Instagram
customer.experience.ke