It’s one thing to lead Customer Experience and another when your leadership inspires the entire organization to focus on the customer.
Even as we celebrate International Women’s Day, we salute onome deBBie akwara for being a super woman who shows up and continues to create commendable organizational transformation in every role undertaken.
While her story offered a ton of insights on driving Customer Experience at the top, these were the top ten lessons we picked:
- Whatever you do, do it well—value excellence always.
- Let your presence be known through the impact of your actions.
- Your output and diligence in every role will speak for you in rooms you’ve never entered.
- In every new role you undertake, always start by asking: What value will I add?
- In CX, it’s not just about improving the experience; it’s also about selling the experience.
- Lead CX in such a way that the business sees you as a business partner; driving value and initiatives that serve the organization as a whole.
- Every CX professional must be multidisciplinary, possessing knowledge and know-how in all aspects of an organization.
- The future of Customer Experience is people—let’s never forget the importance of our shared connection and need for one another.
- Let’s take time to truly understand the African consumer—without relying on global statistics, let’s listen, learn, and uncover what the African consumer wants and seeks to achieve with our products.
- Let’s free ourselves from the pressure to catch up with the world and embrace our own journey as Africans, learning from our own mistakes.
- If each country takes the time to understand its consumers and align its culture with experience management, Africa will have a cocktail of unique experience frameworks—each reflecting its people, its values, and its growth.
