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Felistas Namkuru

What I Do

My name is Felistas Namkuru, and I'm delighted to have you here.

With over 8 years of experience in the Customer Experience (CX) field, I'm passionate about creating exceptional customer experiences and helping businesses grow through customer-centric strategies. From ride-hailing app mobility solutions, e-commerce, and aviation to training and utility services, I've had the pleasure of working with clients in various industries, helping them develop CX strategies, handling customer inquiries or complaints, generating revenue, conducting customer journey mapping, managing customer feedback, and analyzing customer experience metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort score (CES).

My approach to customer experience (CX) is rooted in empathy and understanding. I believe that the best CX strategies are those that truly understand and address the needs and pain points of customers. And nothing makes me happier than seeing businesses connect with their customers on a deeper level and build long-lasting relationships.

Aside from customer experience, I'm also an agile project manager, a scrum master, a data analysis guru, and a team leadership and customer success enthusiast. I'm skilled in managing multiple projects simultaneously and collaborating with cross-functional teams to achieve business goals.

If you're looking for a customer experience specialist who can help you enhance your customer experience and grow your business, look no further! To schedule a CX discovery session with me, click this link here.

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About Me

I'm a dynamic and conscientious individual with a passion for innovation, and I have accumulated extensive experience in customer experience, customer support, account management, process optimization, agile project management, business development, and stakeholder engagement. My ability to think outside the box and adapt to new challenges has enabled me to deliver exceptional results, even in the most demanding environments. With a proven track record of success in both the private and public sectors, I am committed to bringing my expertise to bear on any task at hand. I'd love to connect and explore how we can collaborate to achieve great things together! 

Articles, Additional Tasks and Projects

Explore articles and additional tasks, projects below. Book a consultation call now

Medium •

How to Level Up your CX Strategy with Process Mapping

In the business world, customer experience (CX) has become a crucial factor in driving growth and success. A recent study showed that companies with excellent CX generate 5.7 times more revenue than those with poor CX. Therefore, it’s essential to prioritize CX in your business strategy.

One way to level up your CX strategy is through process mapping. Process mapping is a visual representation of how a process flows, which helps you identify areas that need improvement, streamline workflows, an
Medium •

Workplace Agility in Time of Crises

“Agility is not just a state of mind; it is a way of working and living”

The COVID- 19 pandemic came crawling on us and showed us ways we never thought we would in this day and age. The workplace is not devoid of the changes and challenges that this pandemic has affected in our lives today.

With dynamics shifting and no end in sight, organizations and teams have to learn agile working and resilience, especially in these shaky modern times. If not for the pandemic, I might not have stumbled on

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