Celebrating Esther Dokuwaa Ofosuhene: The Queen of CX
If there’s anyone who deserves a grand celebration today, it’s Esther Dokuwaa Ofosuhene—popularly known as the Queen of CX in Ghana. She’s not just the President of Customer Experience Professionals Ghana (CXP Ghana) but also the first certified CX professional in the country. And if you’ve ever had the chance to engage with her, you’ll understand why she’s earned this title.
Meeting the Queen of CX
The first time I connected with Esther, we were discussing a professional CX training. What was meant to be a formal chat quickly turned into an engaging, insightful conversation. She spoke passionately about her vision for CXP Ghana—not just as an association but as a movement to professionalise and elevate CX in Ghana. Her energy was contagious. It didn’t take much for me (and many others) to jump on board.
A Leadership Style That Commands Respect
One of the most remarkable things about Esther is how she leads with both strength and grace. Those of us who fondly call her “Madam President” can attest that she’s not just about titles—she’s a true servant leader. She provides direction, fosters collaboration, and, perhaps most impressively, manages conflicts with wisdom and tact.
Now, if you’re the confrontational type (like some of us), you’ll find yourself picking up a thing or two from her approach. But don’t mistake her kindness for weakness—Esther is as bold and fearless as they come. One of her most memorable teachings? The concept of a ‘Come to Jesus conversation’—a courageous approach to addressing difficult issues head-on.
A Champion for Others
Esther’s leadership is not just about policies and strategies—it’s about people. Every single one of us in the CXP Ghana executive team has, at some point, benefited from her support. And it doesn’t stop there. Many professionals in the CX space have felt the impact of her mentorship, encouragement, and unwavering belief in their potential. She genuinely celebrates the wins of others—something we don’t see often enough in leadership.
A Well-Deserved Honour
That’s why it was such an emotional moment to witness Esther’s recognition at the 10th edition of the Ghana Women of Excellence Awards, held on Friday, 7th March 2025. Hosted by the Ministry of Gender, Children, and Social Protection, the event brought together remarkable women who have made significant contributions to Ghana’s development.
With Vice President Prof. Naana Jane Opoku-Agyemang as the Special Guest of Honour, the event carried the theme: “Empowering the Ghanaian Woman for National Development.” And what better way to embody that theme than by recognising a woman who has brought legitimacy to the Customer Experience profession in Ghana?
From its early days as a LinkedIn community to its official launch in 2021, Esther has led CXP Ghana to become a dynamic professional body that provides recognition, support, and a structured path for CX professionals at all levels.
The award, presented by the Vice President herself, is a powerful testament to Esther’s dedication, vision, and impact—not just in Ghana but beyond.
Long Live the Queen of CX!
As we mark International Women’s Day today, we take immense pride in recognising Esther Dokuwaa Ofosuhene for her leadership, resilience, and contributions to the field of Customer Experience. She is proof that one person’s vision, when pursued with passion and determination, can bring legitimacy and recognition to an entire profession.
Join us in congratulating Esther—The Queen of CX—a leader, a mentor, and a true champion of Customer Experience in Ghana.
Written by Yvonne Quashie on behalf of the Executive Team, CXP Ghana.
