Driving Inclusive Innovation for a Sustainable CX Future
Accra, 10 October 2025 — The Labadi Beach Hotel was alive with energy last Friday as Ghana’s CX community gathered for the 5th Annual CXP Ghana Conference & CXX Awards. Under the theme Inclusive Innovation: A Sustainable Future Driven by Diversity, Accessibility, and AI in CX, the day blended bold ideas, practical insight, and a celebration of people who put the customer first.
This edition brought together regulators, industry leaders, technologists, frontline practitioners, members and advocates. The programme delivered memorable moments and clear action items for organisations ready to lift service standards across the country.
The Stage, the Host and the Voices that Led the Day
The event was skilfully hosted by George Sappor, Senior Productions Manager at Uniiq FM – GBC, whose warm presence set the tone for the conversations. Moderating key sessions were Amanda Akushie, Customer Experience Management Consultant at Nilee Consult, and Dr. Lawrence Akosen, Senior Manager, Customer Experience Planning and Enablement at MTN Ghana. Amanda in particular guided the industry panel with clarity and an eye for practical takeaways.
Keynote contributions and recorded messages came from industry leaders including Stephen Blewett, CEO of MTN Ghana, Sylvia Inkoom, Executive Director at First National Bank Ghana, and Onome deBBie Akwara, Founder and Partner, Niche CX Consulting.
Panel Conversations that Mattered
Industry Panel: Designing Memorable Moments
Moderated by Amanda Akushie, this session brought together creative and hospitality leaders including Ruddy Kwakye (Founder & CEO, The Rave Group), David Eduaful (Managing Director, Labadi Beach Hotel), Anne Aidoo-Forson (Manager, Strategy and Operations, KPMG) and Fred Pappoe (Development Planning & Management Consultant, former GFA Vice President). The panel explored how AI, diversity and accessibility can be used to design experiences that stick. Practical themes included experience simulation, data driven operations, and culturally relevant design for leisure and tourism.
Regulatory Panel: From Regulation to Experience
This panel featured voices from regulation and destination development including Maame Saah Oduro-Frimpong (Head, Market Conduct Unit 1, Bank of Ghana), Prof. Kobby Mensah (CEO, Ghana Tourism Development Company), Stella Jonah (Head, Prudential Supervision, National Insurance Commission) and Mavis Obeng Aidoo (Senior Manager, Consumer Affairs, National Communications Authority). The discussion focused on how policy can enable sustainable CX and the practical steps regulators and industry can take to set minimum service standards and protect customers.
Other sessions covered training, frontline empowerment, mystery shopping, and the role of multilingual, inclusive service delivery. Throughout the day, panelists returned to the same core message: leadership and mindset matter.
Inclusion, Accessibility and the Role of AI
A powerful throughline of the conference was inclusion. Sylvia Nkum shared sobering statistics that more than 8 percent of Ghanaians live with disabilities, many of which are invisible. She urged organisations to remove physical, systemic and emotional barriers and to train staff in empathy and accessible service. Examples ranged from ramps and accessible bathrooms to multilingual call centres and sign language interpreters.
Speakers also highlighted AI as an enabler that can help identify and serve marginalized customers at scale, offering features such as text-to-voice and voice-to-text, unbiased chatbot interactions, and multilingual feedback collection. The conference showcased a practical example through Zapio AI, which supported accessible, multilingual feedback with QR codes during the event.
Awards: Celebrating Ghana’s CX Champions
The evening recognised individuals whose work drives better experiences across sectors. The CXX Awards winners are:
- CX Lifetime Achievement Award
Rt. Rev. Mrs. Patricia Sappor, Immediate Past President, Chartered Institute of Bankers, Ghana - CX Rising Star of the Year
Makafui Afi Asante Amponsah, Absa Bank Ghana - Contact Center Leader of the Year
Karen Malm, Ecobank Ghana - CX Practitioner of the Year (Banking)
Comfort Armoo, Fidelity Bank Ghana - CX Practitioner of the Year (Hospitality)
Darius Mikaelson Koranteng Oteng-Kumi, Kozo Hospitality - CX Practitioner of the Year (Insurance)
Kelvin Atiapah, Coronation Insurance - CX Practitioner of the Year (Public Sector)
Patience Amoabeng, DVLA - CX Practitioner of the Year (Telecom)
Magnita Oparebea Kokofu, Telecel Ghana
We celebrate each awardee. Their work sets practical examples and inspires others to raise customer experience standards.
Clear Actions and Next Steps
The conference did more than surface problems. It produced action items and champions to take them forward:
- Training and simulation for frontline staff so service becomes a practiced skill.
- Regulatory frameworks and public pledges to set minimum service standards, especially in tourism and events.
- Academic and industry collaboration to build practical training facilities and vocational pathways.
- Technology adoption to enable inclusive feedback and real time accessibility.
- Leadership commitment to change culture from acceptance of poor service to a mindset of continuous improvement.
Named leads and next steps were discussed and captured for follow up. Organisers plan to share materials, recordings and toolkits to support implementation.
Thank You and What Comes Next
Thank you to every speaker, panelist, moderator, host, sponsor, council member, volunteer, attendee, and the media.