Message From the Team !
Welcome to the third edition of our newsletter.
This year has been an exciting one for us, brimming with insights and experiences.
If you missed this year’s conference, do not worry; we’ll provide you with a glimpse of what transpired. In addition to our usual compelling content, this edition introduces new segments – ‘Laugh a Little,’ ‘CX Trivia,’ and ‘CX Quest’ – designed to make your reading experience even more enjoyable. We extend our heartfelt thanks to our incredible contributors and sponsors who made this newsletter possible. Enjoy reading!
Flightmare: The PhD Graduation That Wasn't...
As the clock struck 6 AM, I, Naa Dedei Sama, walked into the bustling airport with unwavering confidence. A subtle smile played on my lips as the thrill of fulfilment coursed through my veins. I was on the brink of receiving my hard-earned PhD after years of dedication and hard work. However, this day held more than just academic success; crucial job interviews were also on the horizon, and my quest for early tickets had left me sleep-deprived.
Approaching the check-in counter, I handed my phone to the attendant, expecting a smooth process. Her sudden, strange expression was my first inkling that something was amiss. Minutes stretched into agonizing hours, and what I initially believed to be a minor hiccup had transformed into a nightmarish ordeal.
My bank confirmed the payment, but the airline refused to acknowledge it. What followed was a banking saga of epic proportions. Helpless, I rebooked my flight for the evening, but the nightmare continued.
The merchant insisted I pay an exorbitant fare difference, leaving me seething with anger. Having missed my second flight, I was left with no choice but to fire off an angry email. It was the only thing that seemed to work.
Finally, someone took the situation seriously, and the truth unravelled. Unfortunately, the damage had been done, and I had missed my graduation, stranded in the heart of the airport, exhausted and disheartened.
Read more blog posts ...
CX Spotlight
In the world of customer experience, unsung heroes are making a difference. In this edition, we shine a spotlight on Gideon Ataraire (CEO of Allianz Ghana Life) and Yvonne Quashie (Country Head at United Bank for Africa, Ghana). Get inspired by their stories and ignite your impact in the CX world.
#CXTip - Humanize Your Brand for Deeper Connections!
To humanize your brand and forge meaningful connections, consider the power of storytelling. Share authentic stories about your team, office, or the journey behind your products or services. Highlighting the people and the passion driving your brand adds depth and relatability, making your customers feel like they’re part of the story. Humanize and you’ll harmonize with your audience’s hearts.
‘The CXP Ghana conference in 2023 offered a transformative experience, centered on the theme of reorienting business, technology, processes, and people around the customer. In my role as the Unit Head for Customer Success and Process Improvement at OmniBSIC Bank, the insights gained were highly relevant to my responsibilities. The conference was exceptionally well-organized and featured expert speakers.
I recommend future conferences to include more interactive workshops for practical learning. I extend my gratitude to the conference organizers and fellow attendees for making this a truly memorable and enriching experience.’
– Shadrach Agbledzie,
Head, Customer Success and Process Improvement
– OmniBSIC Bank
“The conference offered me a comprehensive platform that fostered knowledge sharing, networking, and skill development within the realm of customer experience. The diverse range of sessions and workshops provided me with valuable insights into the latest trends, best practices, and innovative strategies in customer experience. I am happy to be part of this conference and will be there for the subsequent editions”
– Kelvin Atiapah
Head CX, Coronation Insurance Ghana
Amy is a seasoned Customer Experience (CX) professional with over 11 years in the financial services sector. She played pivotal roles in the transformation of Ghana Home Loans to GHL Bank and its subsequent merger with First National Bank Ghana. Currently the CX leader at Affinity Ghana, Amy is dedicated to fostering financial inclusion. Her expertise includes CX strategy, journey mapping, and business development. Amy holds degrees in Geography and Resource Development and an MSc in Development Finance from the University of Ghana, complemented by a Customer Experience Professional masterclass certificate. Beyond her career, she enjoys reading and cooking.
“You can connect with Amy on LinkedIn here.
CX Conference 2023 Highlights
The CXP Ghana Conference 2023, held on October 6th, was a resounding success. This annual gathering attracted a diverse assembly of CX professionals, advocates, and industry leaders. Key attendees included President Esther Dokuwa Ofosuhene, Vice President Kojo Dugan, and the dedicated team from CXP Ghana. The conference’s theme, ‘Customer-centricity: Re-orienting Business, Technology, Process, and People around the Customer,’ emphasized the synergy needed to enhance customer experience. Margaret Takyi-Micah, the association’s patron and founder of Nest of Ideas shared valuable insights.
Kodwo Manuel, writing for B&FT, highlighted the event’s significance, quoting President Esther Dokuwa Ofosuhene’s remarks: “setting new standards for excellence, and fostering unparalleled connections that will shape the future of customer experience in Ghana and beyond.” The conference featured engaging presentations, panel discussions, and audience participation, with a particular emphasis on technology, people, and processes in CX.
Technology Insights
A panel of industry experts discussed the role of technology in CX, emphasizing the need for businesses to align technology investments with their specific needs. They highlighted the importance of data protection and balancing technology with human requirements. Kodwo Manuel from B&FT reported that businesses should conduct thorough needs assessments before making technology investments.
People and Process Transformation
Another panel explored the vital roles of people and processes in CX. Key takeaways included the importance of involving everyone in customer-related operations, promoting prompt issue resolution, understanding the business’s financial dynamics, fostering leadership development, ensuring effective internal communication, and driving strong organizational values.
Audience and Speaker Contributions
The audience brought valuable perspectives to the table, discussing topics such as customer compensation systems and the alignment of processes with customer benefit. Renowned keynote speakers, Claire Boscq and Sylvia Inkoom, highlighted the link between employee and customer experience, emphasizing the significance of employee happiness and the evolving customer landscape.
Kodwo Manuel’s coverage in B&FT showcased the growing momentum in the CX field, with a commitment to driving the customer conversation to the boardroom and changing the narrative for customer engagement. The journey of advancing customer experience is gaining momentum, promising exciting milestones ahead.
Quotations extracted from Kodwo Manuel’s article in B&FT.
The training calendar for the current period has been formally concluded, and preparations for the 2024 training calendar are currently in progress. Nevertheless, the team remains available to assist teams seeking tailored training solutions. For further details or to indicate your interest, please visit our website or get in touch with us at the following address: akwaaba@cxpghana.com
Did you know ?
86% of customers are willing to pay more for a better customer experience? Providing exceptional CX not only keeps customers satisfied but can also boost your bottom line. It’s a win-win for both businesses and their valued customers!
Can you scramble these CX words? Let’s see…
1. CSETOMUR
2. ERXEPEENCI
3. OOPERRMT
4. EGNNTEAEMG
5. SOTNCITASAIF
How many did you figure?
Let us know in the comments.
– Here are some frequently asked questions regarding our newsletter:
What is the CXP Ghana Newsletter all about?
The CXP Ghana Newsletter is a quarterly publication that provides insights, updates, and valuable information about the world of customer experience, as well as the latest developments and events related to CXP Ghana.
How can I subscribe to the CXP Ghana Newsletter?
You can easily subscribe to the CXP Ghana Newsletter by visiting our website and filling out the subscription form. It’s a quick and straightforward process.
Is the newsletter free to subscribe to or access?
Yes, the CXP Ghana Newsletter is absolutely free. We believe in sharing knowledge and insights with our community at no cost.
How often is the newsletter published?
The newsletter is published every quarter, so you can expect to receive it four times a year, keeping you updated with the latest trends and news in the field of customer experience.
Can I contribute to the CXP Ghana Newsletter?
We welcome contributions from our community members. If you have valuable insights, articles, or stories related to customer experience, please reach out to our editorial team for consideration.
Is the content of the newsletter relevant to me if I’m not in the customer experience field?
While our primary focus is customer experience, the content often includes insights and stories that can be relevant and valuable to a broader audience, including professionals from various industries.
How can I provide feedback or suggest topics for the newsletter?
We encourage readers to share their feedback and suggest topics of interest. You can do this by contacting our editorial team through the provided contact information in the newsletter.
Can I advertise my business in the newsletter?
Absolutely! We offer advertising opportunities in the CXP Ghana Newsletter. For details, please contact our newsletter team at [email address]. We look forward to working with you.
Can I access previous editions of the newsletter?
Yes, you can access past editions of the CXP Ghana Newsletter on our website’s archive section. This allows you to catch up on any content you may have missed.
How can I contact the team behind the CXP Ghana Newsletter?
You can get in touch with our team by using the contact details provided at the end of each newsletter or by visiting our website for more comprehensive contact information.
We are always here to provide information and support, so if you have any other questions or inquiries, feel free to reach out to us through our contact channels.
Newsletter Team
If you are interested in becoming a part of the team,
Please reach out to us at akwaaba@cxpghana.com
or call us on +233 55 276 0129.
Final words
Thank you for reading the CX Newsletter!
We appreciate your feedback and suggestions for future topics.
Your input is valuable to us as we aim to deliver valuable content.
Best regards, CX Zone Gh Team.
For more information, Sponsorship or Partnership
please contact us
Disclaimer: The views expressed in this newsletter are not necessarily those of the association.