From Return on Investment to Return on Experience

Affirming that technology is not the destination but rather the enabler of better experiences for both citizens and customers, Eng. John Tanui, CBS, Principal Secretary for the State Department for ICT and Digital Economy, delivered the keynote address earlier today at the ICX CEO Breakfast Forum.

The forum, convened under the theme Leading for Return On Experience: Reimagining Customer Value in the Age of Artificial Intelligence (AI), brought together senior private and public sector leaders for strategic customer experience dialogue and peer learning. 

In his address, PS Tanui underscored the Government's Digital Transformation Agenda as the cornerstone for building resilient digital foundations that make services more accessible, efficient and inclusive.

He emphasized that as AI reshapes industries and customer expectations evolve, success  today is increasingly measured by the quality of the experience people have when accessing services.

Mr. Joseph Choge Chairman of Board of Directors, ICX Kenya, stressed the importance of striking a balance between technology and human touch, highlighting that AI can help organizations understand their customers better, anticipate needs and improve responsiveness. 

The Forum further incorporated a high-level panel discussion, featuring Sheila Mugusia, CCCX, ACIM (Board Director, ICX Kenya), Geoffrey Monari (CEO, Higher Education Loans Board), Richard Hechle (Managing Director, NTT DATA East Africa), Njeri Jomo (CEO & Principal Officer, Jubilee Life Insurance Company Ltd. and Ranaf Makhani (CEO & Co-founder, Riana Group) among others.

Key discussions included governance and ethical use of data in AI, balancing personal brand and institutional leadership and women in leadership among other thematic areas.

Also present were Neeraj Pradhan (VP & CEO, Liquid Intelligent Technologies), Robert Groves (Snr Account Executive, Enterprise, Genesys) & Franc van van Os (Senior Solution Consultant, Genesys) among other partners.