Background

According to a customer experience leadership report by Unlimited Experiences South Africa, 50% of customer experience and business leaders in Africa depend on global customer experience (CX) industry reports and blogs to gain CX insights. 

The absence of multi sector Africa-specific CX data has impacted the ability of professionals on the continent as business managers, business leaders and business owners struggle to:

• Design region-specific initiatives that can impact customer profitability realistically.
• Align CX improvement initiatives with overall business goals & executive management expectations to get buy-in  
• Incorporate a cultural perspective into the design & deployment of CX improvement initiatives
• Identify priority CX knowledge, skill, process & digital solution gaps impacting customer profitability

In view of the above, Niche Customer Experience Group (West Africa’s 1st & leading boutique CX management solution & training provider) has launched a multi sector STATE OF CX IN WEST AFRICA research project to highlight the current state of CX in West Africa for better CX management decision-making.

Customer Experience (CX) West Africa Report 

The State of Customer Experience in West Africa report is a report that contains region-specific data about who customers are, what they prefer and how they feel about their customer service experiences and overall satisfaction with product or service providers in English-speaking West African countries in 2020. 

In the report, we have detailed:

• The target customer demography
• Customers’ preferences and priorities in English-speaking West African countries
• Customer experience ratings 2020
• Customer experience outcomes 2020
• Customer experience insights 
• Customer experience focus for 2021/22

In Summary

The current state of CX in West Africa in customer journey.

Is West Africa ready for customer experience? Should businesses in English-speaking West African countries focus on catching up with global trends or take baby steps stemming from points of interaction management (customer service, sales or user experiences) allowing for progressive and sustainable growth towards CX maturity? 

Download the report HERE 

deBBie akwara (aka CX Queen)

She is referred to as one of Africa’s leading CX entrepreneurs & educators launching CX businesses & Africa’s first globally recognized CX certification courses. She also ranks as one of the top 50 global CX influencers to follow in 2021 by The Awards Magazine and top 150 global CX thought leaders and influencers in 2020 by Survey Sensum

She is the founder; Niche Customer Experience (CX) Group, a CX keynote speaker, author and visionary; Customer Experience West Africa Community.