About Us

Niche Customer Experience (CX) Group

Niche CX Group is West Africa's first and leading integrated customer experience (CX) management service and product provider.

Founded in 2015, our unique suite of CX services and solutions are designed to offer professional and specialized consulting, training and digital assistance to small, medium and large organizations seeking to design and manage customer experiences that results in:

Better customer personalization
Increased customer acquisition
Increased customer satisfaction and retention
Increased customer profitability
Improve the customer experience capabilities of their employees
Standardization of omnichannel and Omni customer experiences

Overall, our group of companies are designed to keep businesses in business by making customers happy.

Mission – To be the bridge that connects businesses to customers by making customers' lives easier and increasing business profitability.

Our Vision – To grow businesses, one customer experience at a time across West Africa

Companies in Niche CX Group

The companies under Niche Customer Experience Group are:

Niche Customer Experience Consultancy
Niche Institute of Customer Experience & Innovation
Niche Digital Solutions

MEET THE NICHE CUSTOMER EXPERIENCE GROUP LEADERSHIP TEAM

deBBie onome akwara (Founder & Group CEO)

Popularly referred to as a leading CX entrepreneur (CXPreneur) and educator in Africa, deBBie is the founder and group CEO at the Niche Customer Experience Group of Companies.

She has 20+ years of experience delivering CX success for local, pan African and international organizations across telecommunications, financial services, technology, health, entertainment, religious, education, manufacturing, and auto dealer organizations. deBBie is on a mission to grow businesses, one customer experience at a time across West Africa.

Before Niche Customer Experience (CX) Group, deBBie managed CX at First City Monument Bank, Zenith Bank, United Bank for Africa, Etisalat, and Bridge International Academies. She also has work experience in frontline customer service & sales, learning & development, and human resource management.

Her CX project achievements range from designing/defining customer service and customer experience standards (Zenith Bank Plc, United Bank For Africa Plc & Etisalat), increasing the organization's industry customer satisfaction ranking (Zenith Bank Plc, United Bank For Africa Plc and Etisalat), increased in retail product adoption by 2567% (Etisalat) and revenue generation of generating over NGN300 million on experience improvement projects (Etisalat).

Over the years, deBBie has a track record of practically leveraging deep customer insights to design CX programs that deliver on business objectives,

customer engagement and customer-centricity.

She is a second class upper graduate of Delta State University Abraka, an MBA student at the African Leadership University School of Business [ALUSB] Rwanda with certificate education achievements from Lagos Business School and Delft Institute of Technology, Netherlands.

Through the Niche Institute of Customer Experience & Innovation in collaboration with the Institute of Customer Management in the United Kingdom, deBBie designed Africa’s first and globally recognized CX certifications certified by the European Marketing and Management Association (EUMMAS). The CX certification is designed for business supervisors/managers, business leaders and business owners/consultants; Certified Customer Experience Manager (CCEM), Certified Customer Experience Professional (CCEP) and Certified Customer Experience Practitioner (CCEPR).

deBBie has been recognized as one of the top 50 customer experience thought leaders and influencers globally (The Awards Magazine and Survey Sensum)

deBBie is also a:

Certified management consultant (CMC)
Globally sought after CX conference speaker
CX author (Customer Pulse Check & 10 Common CX Mistakes SMEs Make)
FELLOW; Nigerian Institute of Strategic Customer Service & Trade Management Nigeria [ICSTM]
FELLOW; Institute of Management Consultant’s Nigeria
FINALIST; Customer Experience [CX] Impact Award in 2016 by the CXPA [Customer Experience Professionals Association] Minneapolis, USA, and Customer Experience Africa Practitioner Award 2017 [CXA South Africa]
VISIONARY: Customer Experience Professional West Africa summit and network

deBBie akwara

Alfred Yadua (Co-founder & CEO, Niche Digital Solutions)

Alfred is a multitalented and versatile technology and business leader with over 20 years of significant cross-industry experience spanning Financial Services, Telecommunications, the Public Sector and Energy.

He recently left PwC where he led a team of 25 consultants that delivered large and sometimes complex business transformation programmes for Tier 1 financial institutions in Nigeria.

He is also an Associate Technology Partner at Towers Global where he leads Digital Transformation and Ventures. He is a Tech Entrepreneur at heart and part of his remit includes actively supporting startups seeking to solve Africa’s pressing economic and social problems.

His professional edge and core skills cover the following:

Strategic planning and alignment of business and technology directions
Vast experience in delivering Digital innovation and transformation programmes
Working knowledge of the dynamics of financial services, telecommunications and energy industries
Mastery of world-class business process engineering and systems analysis/review methodologies
Excellent leadership, presentation, communications and reporting skills
In-depth understanding and hands-on experience of enterprise architecture, Information security & risk management, and business continuity principles and practices

Alfred is passionate about training and has delivered numerous leadership training and workshop programmes to the board level at Tier 1 Financial Services institutions. While at PwC, he was an accomplished facilitator of staff development and training programmes and was a pioneer trainer for PwC’s Global Foundation for the Future (FftF) Programme that develops and nurtures future leaders. He was also a key driver for the ‘Coaching lounge”, a global coaching initiative to provide holistic support for the achievement of developmental goals.

He is also an accomplished speaker and panellist who has graced many podiums and round tables to advocate and share his wealth of knowledge.