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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:
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.
There are ten (10) and twenty (20) award categories & subcategories respectively below is the list.
CX WEST AFRICA AWARDS - CATEGORIES & APPLICATION
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
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.
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
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
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
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).
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.
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.
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.
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.
Founder & Principal, Niche Customer Experience Consulting Firm (Nigeria)
Founder, Fresh Air Ventures (USA)
CEO, CentriCULTURE Ltd (Nigeria)
Founder & Principal Consultant - Batelier Consulting (Ghana)
Company Director, Forty-Seven Percent Ltd (United Kingdom)
Founder and CX enabler at Cabinet - Conseil CX (Canada)
Founder & Principal Consultant at Unlimited Experiences (South Africa)
Chief Experience Officer, Africa Prudential PLC (Nigeria)
Founder & CEO, Le Client Et Moi (Cote D' Ivoire)
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!