Customer Experience Maturity and the Need to Deliver the Best of Both Worlds — On first glance, Chase Bank, a bank that lost the trust of its depositors is being acquired/managed by a bigger, more stable bank, KCB. Sentiments on the ground and on social media though, provide more nuance. …

How a diminishing value system affects pricing Some weeks ago, the estimable analytical columnist Mungai Kihanya debunked the assumption that the relationship between higher price points and higher profits is always directly proportional. The article did not receive as much attention as it merits. This is mainly because as Kenyans…

We came across this rebrand announcement ad in the Daily Nation of Kenya, 5 April 2016. We like the new colourway, though the dark greys kind of denote a move from informal to formal banking. (It is not clear if this is the rebrands intention) The typeface though, is overused…