Did you know at least six in 10 hotel guests now expect personalized experiences during their stays? Yet despite this clear expectation, most hotels are still missing the mark when it comes to customer experience in hospitality industry. The disconnect isn’t surprising when you examine what’s happening behind the scenes. Customer experience management in hospitality […]

  In the bustling heart of Nairobi, a potential guest is scrolling through hotel options on their phone at 11 PM. In a cozy Mombasa restaurant, a group of tourists is trying to see if there’s a table free for dinner. For decades, these moments meant missed opportunities—a phone call that would happen tomorrow, a

In the vibrant, competitive heart of Kenya’s economy, small and medium enterprises (SMEs) are the backbone of growth. From a bustling café in Nairobi’s CBD to a budding tour company in the Maasai Mara, the entrepreneurial spirit is undeniable. Yet, in an increasingly digital world, many of these businesses operate invisibly to a massive online