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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

There are ten (10) and twenty (20) award categories & subcategories respectively below is the list.
  • 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

Nominate/Apply

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.

Nominate/Apply

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.

Nominate/Apply

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

Nominate/Apply

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

Nominate/Apply

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).

Nominate/Apply

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.

Nominate/Apply

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.

Nominate/Apply

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.

Nominate/Apply

Employees Choice West Africa

This category is awarded to businesses (SME & corporate) whose employees nominate the same for providing a great employee experience and a great place to work.
Nominate/Apply

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)

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SPEAKER/PANELIST PROFILE

Matthias Mogaji

CX Strategist, MTN Nigeria

Mathias Mogaji is a seasoned CX strategist with nearly a decade of experience across telecom, banking, and fintech. At MTN Nigeria, he leads the Closed-Loop Feedback function, transforming Voice of Customer insights into business decisions that exceed NPS targets. A certified Scrum Master, Mathias specializes in CX analytics, AI-powered feedback, and agile delivery, bridging strategy and execution to embed customer-centricity across operations.

SPEAKER/PANELIST PROFILE

Oluwatobi Kola-Sodipo

Founder, P31 Experience & Sandsiv Partner

Oluwatobi KS is a CX Academy-certified consultant and founder of P31 Experience. With global experience in hospitality and finance, she helps African businesses deliver people-first service. She’s the Nigerian partner for Sandsiv and a consultant at The Funke O Company, driving CX strategy, staff development, and guest experience transformation across industries.

SPEAKER/PANELIST PROFILE

Ivy Ikpeme-Mbakwem

Vice president,i-academy & CX LEAD Heirs Technologies

Ivy is VP of i-Academy and CX Lead at Heirs Technologies with 20+ years of experience across telecom, banking, capital markets, and tech. A certified trainer, ISO 9001 Lead Implementer, and John Maxwell Coach, she leads CX strategy, digital transformation, and user adoption. She’s also the author of A Bouquet From the Flames and a WimBiz mentor.

SPEAKER/PANELIST PROFILE

Virginie Nowak

Group chief, CX Officer- Access bank plc

Virginie is Group Chief Customer Experience Officer at Access Bank PLC, leading CX integration across African and global subsidiaries. With over 20 years’ experience across Europe, Asia, the US, and Nigeria, she is a certified CX expert known for delivering seamless, tech-enabled customer experiences. Her expertise spans luxury to mass-market segments, front and back-office operations, and setting CX visions in complex, multinational environments.

SPEAKER/PANELIST PROFILE

Oremeyi Akah

Chief Customer Officer, Interswitch

Oremeyi Akah is Chief Customer Success Officer at Interswitch, with over 20 years of experience in fintech, payments, and CX strategy across Africa. She leads customer experience transformation across multiple countries and is a board member of SHECAN Nigeria, co-founder of AfricanBuild Africa, and a certified e-payment trainer with an MBA from the University of Cambridge.

SPEAKER/PANELIST PROFILE

Adeyinka Adedokun

Managing Director & CEO, Avetium Consult Limited

Adeyinka Adedokun is the Founder and CEO of Avetium Consult, a leading business tech and outsourcing firm serving 200+ clients across Africa. With 30 years’ experience, including 14 at MTN Nigeria, he led major CX transformations. A PRINCE2-certified project manager with an MBA, he’s a key voice in Africa’s customer experience and digital evolution

SPEAKER/PANELIST PROFILE

onome deBBie akwara

Founder and Partner, Pan Africa Operations, Niche CX Consulting Firm

deBBie is an organizational transformation leader with 20+ years in experience management across multiple sectors. A Certified Management Consultant and XMP (Qualtrics XM Institute,USA), she’s a globally sought-after speaker, 5-time author, 3-time Global CX Playbook contributor, and 5-time Top 100 global thought leader in CX and beyond.

SPEAKER/PANELIST PROFILE

Simisola Osinuga

Managing Partner, Nigeria
Niche CX Consulting Firm

Simisola is the Managing Partner, Nigeria at Niche Customer Experience Consulting. With 28+ years in CX leadership across banking, payments, and retail, she’s a former GTBank executive, founder of CXExplore Consult, and board member at NICXI. Simisola brings global expertise, backed by executive training from Disney and Michigan Ross, driving innovation and customer success.

SPEAKER/PANELIST PROFILE

Paul Ehiagbonare

CHIEF DIGITAL OFFICER, ACCION MFB

Paul Ehiagbonare is a leader in Digital Transformation and Customer Experience. With 18+ years across telecoms, banking, fintech, and energy, he has driven innovation at 9PSB, Ikeja Electric, 9mobile, and Globacom. Paul holds an MBA, a Master’s in IT, and certifications from MIT, among others. He’s a multi-award-winning innovator shaping Africa’s digital future.