CX Spotlight: Adinor Puplampu
Meet Adinor Puplampu, the Principal and Founder of Batelier Consulting, and one of Ghana’s leading voices in Customer Experience Management. With over 20 years of experience, Adinor has consistently shaped the CX landscape through strategic leadership, practical innovation, and a relentless commitment to customer-centricity.
As a respected thought leader, consultant, speaker, and facilitator, Adinor has led the design and execution of high-impact CX and customer service initiatives across diverse industries. His ability to deliver complex, high-stakes assignments—on time, within budget, and across multiple touchpoints—has earned him recognition as a dependable force in transforming customer journeys.
Adinor’s expertise spans human-centered service design, project planning, risk management, and stakeholder communication. He is also a member of the Executive Committee of the Customer Experience Professionals Ghana Association, where he plays a pivotal role in driving the national CX agenda.
Passionate about innovation, Adinor is known for uncovering and implementing customer-driven solutions that fuel business success. His work continues to influence how organizations across Ghana approach service delivery, customer loyalty, and sustainable growth.
CONVERSATION WITH ADINOR PUPLAMPU…
CXP GHANA– Can you describe the journey to your current role?
ADINOR PUPLAMPU– My current role as a consultant is the logical conclusion to years of fighting in the trenches working to embed Customer Experience (CX) effectively within a large multinational organisation. Before setting out as an entrepreneur consultant I headed the Customer Experience department at Tigo (Ghana), the erstwhile youthful and energetic mobile network operator. It was an experience that shaped not only my approach to delivering value to customers but my leadership style generally. Much of what businesses in Ghana grapple with is related to surviving in a very competitive climate in which traditional approaches are no longer adequate. My passion is to help businesses take advantage of CX to grow and thrive in the digital hyper-connected age.
CXP GHANA– What is your personal mantra or statement?
ADINOR PUPLAMPU– All my teammates current and past know I love to say: “Just make it happen”
CXP GHANA– Can you share your leadership style and its impact on success?
ADINOR PUPLAMPU– Somewhere between Servant Leadership, Transformational Leadership and Situational Leadership is where you would find my approach to leadership. It is rooted in deeply caring about those one is leading and genuinely interested in their progress and success. Nurturing success from within is generally how it works for me.
CXP GHANA– What are your thoughts on the state of CX in Ghana?
ADINOR PUPLAMPU– I will be honest, there is awareness of the term but still a big need to understand its concepts and potential. Customer Experience in Ghana tends to be seen as a tactic with limited understanding of how a systemic companywide approach to CX can transform business. It could be seen as being averse to the risk of embedding customer input in decision making but we know this is no longer a sustainable standpoint. Ghana needs to do more
CXP GHANA- How do you determine the success of your CX strategies?
ADINOR PUPLAMPU– My three point formula:
– Customers will spend on you
– Customers will spend more on you
– Customers will invite others to spend on you
CXP GHANA– How do you keep up with the latest CX trends and technology?
ADINOR PUPLAMPU– Apart from my trusted Google Daily Alerts on CX which I set up years ago, and a few CX influencers that I follow on social media I now spend a significant amount of time holding conversations with AI chatbots and assistants to take advantage of their ability to analyse vast amounts of relevant CX Data and provide well referenced and argued responses. I must admit it is not easy but one is getting better at it daily
CXP GHANA- What is your approach to solving problems in your role and prioritizing tasks and projects?
ADINOR PUPLAMPU– I have learnt that problem solving has a lot to do with managing stress and having the mental space to make good decisions so I tend to prioritise diet, rest and mental well being in solving problems and then try to fall on a structured prioritization tool such as the Eisenhower Matrix
CXP GHANA– How have you contributed to advancing CX in your current position?
ADINOR PUPLAMPU– My involvement on the Executive Committee of the CXPGh Association I believe is one of the biggest levers I have at both a national and international scale. It has given me the opportunity to speak into organisations and individuals across several sectors to clarify and strengthen the message around the potential that CX has.
CXP GHANA– Can you highlight any notable achievements in the CX space?
ADINOR PUPLAMPU– At the personal level, people are the best legacy one can leave. Today I can point to several colleagues who I had the opportunity to mentor, coach or lead holding managerial roles in CX and who still regard me as a guide and example. In the wider CX Space in Ghana I will still refer to the work of CXPGh Association. We have raised the level of conversation on CX without a doubt and that is pretty significant.
CXP GHANA- How do you collaborate with other departments to achieve CX goals?
ADINOR PUPLAMPU- In my experience early engagement to inform collaborators of your dependencies works very effectively, especially when as a CX leader you demonstrate attentiveness to their interests and objectives as well. Making your collaborators respect you as a professional in my view is even more powerful than getting into loud fights. This does not mean we do not express displeasure or make clear demands when the situation requires it. What is important is that we are not always in fight mode as that spoils the work environment and feeds a toxic work culture.
CXP GHANA– What steps should one follow to pursue a career similar to yours?
ADINOR PUPLAMPU– Growth is a fact of life and the principles that apply are universal. I put it this way. “How you do anything is how you do everything”. Attitude and dedication to the tasks one is handed are a big accelerator for growth in any organisation. This will not only open doors of opportunity because your supervisors will trust you but will also spur you to seek knowledge and certifications to enable you do more.
In more specific terms, to become a consultant in the CX space requires that one seeks practical leadership opportunities in addition to acquiring relevant certifications. I like to emphasise the following adjacent professional certifications that can boost one’s work in CX generally and in consulting especially: PMP; LSSGB and Data Analytics Certifications. An MBA or advanced degree in a field like Behavioural Economics are also extremely advantageous.
CXP GHANA– Do you have any advice for aspiring CX professionals?
ADINOR PUPLAMPU– It can be a lonely road when people look down on your role. It is important to remind oneself that CX is a significant contributor to business growth and success and you are a part of a thriving community that can and will support your career aspirations.
