By Jabali Media
Kisumu governor Anyang’ Nyong’o has challenged public servants at both the national and county levels, to embrace intelligent-led customer experience so as to transform governance and access to services.
Speaking during the opening of the three-day Annual Customer Experience Conference hosted in Kisumu by the Institute of Customer Experience (ICX), Nyong’o said traditionally, public service has often struggled to keep pace with the rapid advancements in technology and the evolving needs of citizens.
He said citizens are seeking for services that are not only efficient, but also responsive, urging public officers to up their game.
“Today, citizens are looking for services that are not only efficient but also responsive, personalized, and easy to access. They expect the same level of service they experience in the private sector—one that is intuitive, seamless, and driven by data,” noted the second term county boss.
By embracing intelligent customer experience, he added, public officers can ensure that governance structures are built around the needs and expectations of citizens.
Data-Driven Decision Making, User-Friendly Platforms, Enhanced Communication, Citizen Participation and Continuous Improvement, Nyong’o said, are some of the strategies that can be used to ensure transformation, going forward.
“As we move forward, let us embrace the potential of intelligent customer experience in public service. The opportunity to transform county governance into a citizen-centric experience lies before us. By leveraging technology, data, and innovative practices, we can create an environment where public services are not just effective but truly responsive to the needs of our communities,” stated the governor.
ICX Kenya chairman Joseph Choge. Photo/Courtesy
Joseph Choge, ICX Kenya chairperson said over the years, customer experience has been associated with the private sector, adding that it is good to partner with public entities to advocate for efficient service delivery across board.
“You know, most of the populace in Kenya are actually served by the government. Government is touching each and every life and so it's up to us as an institute of customer experience to see to it that we partner with both the private sector and public sector to ensure that people's lives are actually touched,” he said.
The event saw ICX launch its 2025-2027 strategic plan.
