CXPA’s Impact Awards recognize individuals who have made notable contributions to the discipline of customer experience.
Esther, who is the founder and current president of the Customer Experience Professionals Association Ghana has been nominated for this award under the category of ‘Impact on the CX Profession’. Nominated individuals within this category have influenced the practice of customer experience across industries and geographies through thought leadership contributions.
In addition to founding a home for CX professionals, practitioners and enthusiasts in Ghana and beyond, Esther has been very instrumental and influential in shining light on the need to improve and develop the state of customer experience in Ghana.
Esther Dokuwaa Ofosuhene is a Certified Customer Experience Professional (CCXP) and CX enthusiast known in customer experience circles as #TheQueenofCX Ghana. She has over 15 years of experience in CX consulting, delivering CX strategy and driving CX transformation for both local and international organizations across several industries in Ghana – Telecommunication, Banking and Finance, Energy, Automobile, Retail, FMCG, Fintech, Hospitality, Education and Insurance. Esther is a member of the Global Customer Experience Professionals Association (CXPA); a Judge of Contact Centre World Awards; a Mentor and a CX Conference Speaker, an Ambassador for Contact Centre World in Ghana, and a founding member of Women in CX.
Esther was a finalist in the 2020 Contact Centre World Industry Champion Award and was named among the Top 25 CX Leader Awards in 2020. She is the Head of Customer Experience Management at First National Bank Ghana (erstwhile GHL Bank plc) where she is the custodian of Experience and Culture. Before GHL Bank plc, Esther was Head, of Customer Experience at Vodafone Ghana Ltd, a leading Telecommunication company in Ghana where she drove experience across the organization. Prior to Vodafone, Esther occupied the role of Head, Customer Care and Service Excellence with PEG Africa Ltd, the biggest off-grid solar home financing company for the unbanked in West Africa; with direct oversight of customer experience in 28 branches across 7 regions in Ghana.
Esther also worked for over 8 years with Ecobank, as Unit Head in the Group Contact Centre with oversight of the telemarketing operations of the Ghana contact centre and partial oversight of the operations in Kenya, Cote D’Ivoire, Cameroon and Nigeria Contact Centres.
We take the opportunity to thank Esther for her contribution to the CX Community in Ghana and wish her the best.