CX West Africa Awards 2021
About the Award
Niche Customer Experience Consulting Firm is excited to launch the CX West Africa Awards as part of the activities lined up for the CX West Africa Summit 2021 happening from 7th to 9th July 2021 in partnership with Forty-Seven Percent and sponsored by Vocalcom and Survey2Connect.
The goal is to:
- tell unique customer experience stories in West Africa and celebrate CX professionals, non-CX professionals, small-medium enterprises (SMEs) and large organizations.
- Educate organizations on what great CX is n West Africa
- Recognize and reward CX excellence in wEST Africa
- Influence deliberate attempts by individuals and organizations to define, measure and celebrate their customer successes across West Africa
The individuals and businesses eligible to apply for the awards are individuals living in or businesses operating in any of the fifteen (15) member countries of the Economic Community of West African States (ECOWAS) i.e. Benin, Burkina Faso, Cabo Verde, Cote d’Ivoire, the Gambia, Ghana, Guinea, Guinea-Bissau, Liberia, Mali, Niger, Nigeria, Senegal, Sierra Leone, and Togo.
Award Categories
- Don Hales's Next Generation CX Professional West Africa
- Best Customer Support West Africa
- CX Professional West Africa
- COVID-19 Customer's Choice West Africa
- Voice of Customer West Africa
- Most Innovative Product & Service West Africa
- Inspirational Leadership West Africa
- African Culture Integration
- Employees Choice West Africa
- Best Customer Loyalty Program West Africa
CX Awards Nomination Forms
Don Hales's Next Generation CX Professional
Award is given in honour of one of the visionaries of the CX West Africa Awards late Don Hales.
This award is aimed at recognizing the efforts of a young and upcoming customer experience (CX) practitioner who are in his/her own way is contributing to the practice of CX through blogs, books, articles, training, social media, etc
Best Customer Support West Africa
This award will be given to an SME and large corporation that provides exceptional customer support leading to high satisfaction whenever customers contact the business.
It is a very responsive business, willing to go the extra mile and is constantly finding innovative ways to make customers happy.
COVID-19 Customer's Choice West Africa
This award is given to a company whose customers’ have unsolicitedly recognized them as the business they have had the best experiences from.
Data for this category will be sourced via industry reports, independent surveys, engagements with customer-related government agencies in West Africa.
CX Professional West Africa
This award is given to a customer experience professional that has exemplified the NICHE customer experience management competencies leading to increased customer profitability and customer experience maturity.
The competencies are; Understanding of business goal, stakeholder inclusion & organizational alignment, CX design, implementation & measurement, CEM institutionalization, CX inspiration & maturity and
CX leadership & capacity building
Voice of Customer West Africa
This award is given to companies that demonstrate how they collect and use customer feedback to improve customer experience and increase profitability.
Companies will be required to show as proof; the process of listening to customers (i.e. getting customer feedback), samples of feedback received from customers, how the feedback was used, processes and tools in place to listen to customers and how they have created governance and structure around customer listening
African Culture Integration
This award is given to individuals, SMEs or large corporations that have integrated the African/Country-specific culture into their customer experience management (CEM) efforts impacting customer satisfaction, customer loyalty and profitability.
Applicants or nominees will be required to show proof of African culture integration into a product, service, process, tool or system and outcome of African culture integration on customer acquisition, satisfaction, retention and revenue (ROI).
Most Innovative Product & Service West Africa
This award is given to companies that launched innovative products both for SMEs and large corporations that make customers’ lives easier.
The SMEs or large corporations will be required to show; how they looked to the market to identify a need, how they researched the customer’s need, how they designed and tested the prototype, proof of customer success stories validating the need for the product.
Inspirational Leadership West Africa
This award is given to individuals in middle management, senior management and executive management positions that have demonstrated exemplary commitment to making customers’ lives easy, driving customer-centricity in their companies and providing CX or CX-impacting education within & outside Africa.
This category is strictly by nomination and not an application.
Best Customer Loyalty Program West Africa
This award is given to businesses that have the best customer loyalty program in West Africa.
Applications will need to show proof of; the inspiration behind the loyalty program (data-driven insight), % number of customers enjoying the loyalty program versus total customer base, customer feedback about the loyalty program and the impact of the program on sales, customer satisfaction, retention & revenue.
Employees Choice West Africa
Meet the 2021 CX West Africa Awards Judges & Partners
deBBie akwara
Founder & Principal, Niche Customer Experience Consulting Firm (Nigeria)
Jerry Seufert
Founder, Fresh Air Ventures (USA)
Uloma Umeano
CEO, CentriCULTURE Ltd (Nigeria)
Adinor Puplampu
Founder & Principal Consultant – Batelier Consulting (Ghana)
Caroline Osborne Griffiths
Company Director, Forty-Seven Percent Ltd (United Kingdom)
Julie Tano – Lawson
Founder and CX enabler at Cabinet – Conseil CX (Canada)
Mandisa Makubalo
Founder & Principal Consultant at Unlimited Experiences (South Africa)
Ivy Ikpeme-Mbakwem
Chief Experience Officer, Africa Prudential PLC (Nigeria)
Richard Kouadio
Founder & CEO, Le Client Et Moi (Cote D’ Ivoire)