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customer experience west africa tour (breakfast meetINGS)
About
The CX West Africa Tour is a series of CX virtual breakfast meetings organized by Niche Customer Experience Group to share country-specific CX insights post publishing the 2020 STATE OF CX IN WEST AFRICA REPORT.
At these breakfast meetings, the leadership team at Niche Customer Experience Group joined by subject matter experts in Nigeria, Ghana, Gambia, Liberia and Sierra Leone will discuss CX insights for each country, answer related questions and engage in CX conversations on how to promote sustainable business growth in Western Africa through customer experience management (CEM).
The scheduled dates per country are:
- Nigeria: Friday August 13th
- Ghana: Friday August 20th
- Gambia: Friday August 27th
- Liberia: Friday September 3rd
- Sierra Leone: Friday September 10th
- Customer Service Experience Improvement Workshop (Online - 22nd to 24th September) **details in the post below**
The breakfast meetings will be hosted by:
- deBBie akwara; Founder & Group CEO, Niche Customer Experience Group
- Alfred Yadua; Co-founder & CEO, Niche Digital Solutions
Moderating the meetings and panel discussions will be Efe Ogundowole; Country Manager, Niche Customer Experience Group, Ghana.
Details of in-country special guests coming soon!
Save your seat for any of the CX virtual breakfast meetings and share with your network.
Let us collectively explore the potential of sustainable business growth in West Africa through customer experience management.
About - Customer Service Experience Improvement Workshop
The Customer Service Experience Improvement (CSX) Workshop is the final event of the CX West Africa Tour.
Target Audience
The workshop is designed for customer service/support/success managers, heads, group heads, directors and chiefs.
Workshop Objective
At the workshop, participants will learn to design & implement a practical CSX blueprint that increases customer conversion, satisfaction & retention.
Workshop Outline
During the 3-day workshop (using the STATE OF CX IN WEST AFRICA REPORT 2020 as a case study), the outline will be:
- Understanding the West African customer (demography, expectations, needs and journey)
- Customer service experience in West Africa - where we are today, why, how, what and when
- Customer service experience design - vision, objectives, blueprinting, standards, people, systems, processes and innovation
- Improving customer service experience in West Africa - data and strategy design (practical session)
- Improving customer service experience in your organization - vision, objectives, blueprinting, standards, people, systems, processes and innovation **this module includes a capstone project to be submitted 7 days after the workshop**
Other Details
Facilitator: deBBie akwara. She is the founder and group CEO at Niche Customer Experience Group. Read about deBBie here
Date: 22nd to 24th September 2021
Time: 9 am to 1 pm (GMT) daily
Channel: Online (in-person option available on demand)
Workshop Fee: Early bird fee $350 (ends 27th August). Regular fee $450 per participant
Reserve your seat today as only 50 spaces are available.
For group bookings or in-person sessions, please send an email to hello@nichecx.com
customer experience (cx) west Africa summit | 7TH TO 9TH
About CX West Africa Summit
The Customer Experience (CX) West Africa Summit is a CX initiative of Niche Customer Experience Consulting Firm (formerly Neetch Company).
Niche Customer Experience Consulting Firm is Nigeria's first boutique customer management experience firm.
The Customer Experience (CX) West Africa summit is an initiative designed to create more awareness about customer experience and the role it can play in transforming the business landscape in West Africa.
It is a platform for business leaders, business managers, and business owners to connect, learn, evolve and transform while growing their businesses across West Africa, one customer experience at a time. Comprising of keynote speeches, lectures, panel discussions, masterclasses, networking opportunities, and product/service exhibitions, our connected goal is helping businesses increase their customer profitability through effective experience management.
The Customer Experience (CX) West Africa Summit 2021 edition is scheduled to hold as an online conference from 7th to 9th July with a representation of speakers from Nigeria, Ghana, Belgium, United Kingdom, Jersey (Channel Islands) and Bahrain. Summit topics focus on the different aspects of experience management and technology i.e. CX, product experience, brand experience, culture, leadership, and employee experience.
Topics This Year
Our speakers will speak on the below-listed topics.
- Business Insights & customer experience management
- Customer empathy is not the solution
- Worklife blend: Redefining employee experience
- A pandemic view of omnichannel customer service experience
- Increasing business profitability through mystery shopping
- Is customer experience (CX) dead?
- Leveraging CX to improve Technology
- Digitizing CX to increase productivity & profitability
- Leadership & the customer service experience in a developing economy
2021 CX WEST AFRICA summit
CX West Africa Awards
CX West Africa Summit Masterclasses
CX West Africa Summit Masterclasses
Congratulations to all 2021 CX West Africa Award winners!
- MTN Nigeria. Winner, Customers' Choice Award 2021 (large corporate category)
- Bukka Hut. Winner; Customers' Choice Award 2021 (medium corporate category) and Employees Choice Award 2021
- Kelechi Okeke. Winner; The Don Hales Next Generation CX Professional Award 2021
CX West Africa Summit Masterclasses
CX West Africa Summit Masterclasses
CX West Africa Summit Masterclasses
Masterclass recording now available. Recorded classes available are:
- Value Creation Through Experience Design with Raul Amigo (AVAILABLE NOW)
- Applied CX and Emotional Intelligence with Sandra Thompson (AVAILABLE FRIDAY 23RD JULY)
confirmed speakers AND panelists
deBBie akwara (Host, Nigeria)
Paa Kwesi Barnes (Ghana)
Paa Kwesi Barnes (Ghana)
deBBie (aka CX Queen) is Nigeria's pioneer customer experience management (CEM) consultant founding its 1st boutique CEM consulting firm. She is the visionary; CX West Africa Summit, a CX author & globally recognized CX thought leader & influencer.
Paa Kwesi Barnes (Ghana)
Paa Kwesi Barnes (Ghana)
Paa Kwesi Barnes (Ghana)
*Paa Kwesi Barnes is the Managing Consultant at Senrab ConsulTech Ltd, Ghana. He is a Banking Technology professional that assists businesses in designing & implementing strategy & technology architecture to support customer service & CX delivery
Esther D. Ofosuhene (Ghana)
Paa Kwesi Barnes (Ghana)
Esther D. Ofosuhene (Ghana)
Esther (aka Queen of CX, Ghana) has 15+ years’ experience delivering CX strategy and driving CX culture for both local and international organizations across a number of industries including telecommunication, banking & finance, energy, insurance, etc
Yemi Faseun (Nigeria)
Claire Boscq-Scott (Jersey Channel Islands)
Claire Boscq-Scott (Jersey Channel Islands)
Yemi is a leading human resource (HR) specialist in Nigeria.
He has a 25-year of work experience in academia, sales, marketing & HR. He has worked across different sectors i.e. banking & financial services, telecommunications and consulting.
Claire Boscq-Scott (Jersey Channel Islands)
Claire Boscq-Scott (Jersey Channel Islands)
Claire Boscq-Scott (Jersey Channel Islands)
Claire (AKA The Busy Queen Bee) is a
Mystery Shopping & Customer Service Global expert. She ranks as no 5 Top 30 Global Customer Service Guru UK Top 10 CX Influencer and CX Thought Leader 2020, with three decades of expertise in Mystery shopping & Customer Service.
Alex Mead (Bahrain)
Claire Boscq-Scott (Jersey Channel Islands)
Alex Mead (Bahrain)
Alex is a glocal customer service experience director with a proven track record of consistent contact centre, customer service operations & CX improvement, often succeeding in high-pressure leadership positions. He is strategic & leads to inspire.
Alfred Yadua (Nigeria)
Sandra Thompson (United Kingdom)
Sandra Thompson (United Kingdom)
Alfred is the CEO and co-founder, Niche Customer Experience Technology Solutions. Alfred has 20+ years of Technology Consulting Experience leading operational effectiveness & digital transformation programmes across financial services, telecommunications, energy and public sector.
Sandra Thompson (United Kingdom)
Sandra Thompson (United Kingdom)
Sandra Thompson (United Kingdom)
Sandra is the founder of The Ei Evolution; is a customer experience consultancy focusing on the adoption of emotional intelligence to create meaningful experiences for employees & customers. Her clients included Vodafone, Arsenal Football Club, The Open University, Waitrose and Network Rail.
Jonathan Daniels (Belgium)
Dennis Wakabayashi (United States of America)
Dennis Wakabayashi (United States of America)
Jonathan is author of The Customer Experience Playbook and Director at CX Centric, a global CX consultancy. Jonathan is co-founder of CX Brussels, a not-for-profit platform created to support customer experience professionals in and around Belgium. He hosts international & interactive CX discussions.
Dennis Wakabayashi (United States of America)
Dennis Wakabayashi (United States of America)
Dennis Wakabayashi (United States of America)
Dennis is the VP of the world’s 7th largest marketing solutions company where he is responsible for the strategy & execution of integrated marketing also known as customer experience (CX) for Fortune 500 companies. Dennis has ranked among the top 150 CX thought influencers and influencers globally.
POWERED BY
YOU ARE INVITED!
Join us for the CX West Africa Tour starting August 13th 2021 as we hold virtual CX breakfast meetings to discuss the state of CX in Gambia, Ghana, Liberia, Nigeria and Sierra Leone.
We will also be hosting a Customer Service Experience Improvement Workshop using the STATE OF CX IN WEST AFRICA REPORT 2020 as a case study.
Don't miss this!