On Tuesday, 26th November, a delegation from the Council and Executive of the Customer Experience Professionals Ghana Association (CXP Ghana), together with our dedicated Media Ambassador, Mr. George Sappor, paid a courtesy visit to the Chief of Staff at the Presidency. The delegation was led by Mrs. Margaret Takyi-Micah, Patron and Chair of the Council,…
đź“Ť Accra, 2 September 2025 CXP Ghana is pleased to announce that, due to popular demand, the deadline for nominations for the Ghana Customer Experience Excellence Awards 2025 has been extended to Friday, 12th September 2025. This extension gives more individuals and companies the chance to participate in this landmark recognition program, while also allowing…
Evelyn is Chief Customer Officer of Absa Bank Ghana limited. Prior to this role, she was Head of Customer Segments and Affluent Banking at Absa Bank Ghana, responsible for the development and ownership of Customer Value Propositions for the Affluent segment. She has over 20 years’ experience in Banking and Finance with core expertise in…
Robert deGraft-Hanson is a seasoned Public Financial Management (PFM) Specialist and Management Consultant with extensive expertise in improving governance, transparency, and accountability in the use of public resources. With over 25 years of post-qualification experience in auditing, accounting, development finance, and public sector reforms, he has worked across Ghana, Liberia, Sierra Leone, and Kenya, supporting…
Meet Paa Kwesi Barnes, the driving force behind Senrab ConsulTech, a Ghana-based consulting firm helping organizations navigate digital transformation, streamline operations, and elevate customer experiences. As Director of Business Development and Managing Consultant, Paa Kwesi brings over 22 years of cross-industry expertise—spanning banking, telecom, and HR—to help businesses build smarter, more human-centred systems. Under his…
Mrs. Stella Jonah is the Head of Prudential Supervision at the National Insurance Commission and has worked at the Commission (NIC) for several years in different capacities in Finance and Administration, Internal Audit, the Office of the Commissioner and Supervision. She is a Fellow of the Chartered Insurance Institute of Ghana (CIIG) and an Associate…
PROFILE OF MARGARET TAKYI-MICAHMargaret Takyi-Micah is a distinguished Business Growth and Client SuccessStrategist, African Women’s Wealth Advocate, and Leadership Coach and Consultant.Widely recognized as the “Queen of Customer Service,” Margaret has built an illustrious career transforming customer service cultures across diverse industries. EDUCATION AND HONORS:Margaret holds an MBA from Henley Business School, UK, and a…
I came across a simple message recently that really stuck with me:“Be teachable. You don’t know everything, and you’re not always right.” It hit home! In a culture that often celebrates boldness and self-assurance, we can easily overlook the quiet strength of humility. Power without wisdom can turn reckless. Confidence without a willingness to learn…
The cancellation of the E-Levy is more than just a financial policy shift—it’s a customer experience transformation. Let’s examine the impact through the CX lens: 🔍 Customer Effort: With no extra charges, customers will find it easier and more cost-effective to use digital payment channels instead of resorting to cash transactions. 🔍 Emotional Experience: The…
As Treasury Bill (T-bill) rates decline, banks in Ghana are rethinking their investment strategies. With reduced returns on T-bills, they are shifting focus toward more lucrative avenues—primarily increased lending to the private sector. While this presents significant opportunities for both banks and borrowers, it also introduces challenges that could impact customer experience (CX) in profound…