A story that started off with a passion for medicine morphed into excellence in leading teams to offer exceptional service to customers.
Joy Namasaka, current Deputy General Manager Client Experience at I&M Bank Ltd walked us through her 21-year journey in pursuit of impacting lives through service.
What was admirable about Joy was her vibrance and passion for the customer that was evident while she told her story.
We also got a chance to know of the term Joy uses for the career enablers who have come her way; she calls them the ‘CX Advisory Board’; individuals, both mentors and sponsors, who walk the journey with us and become our voice of reason.
Every week at The CX Academy Africa is an opportunity to learn from trendsetters and we are glad we had the honor to hear from Joy Namasaka.
While her story offered a ton of insights on navigating the corporate world as a CX practitioner, these were the top ten lessons we picked:
- To drive CX effectively, understand where the business is going—whether expanding into new markets, launching products, or shifting segments—and find your space there.
- How do you tell the service story in the boardroom? Instead of using metrics few understand, speak the language of leadership—leaders understand data.
- In CX, your most important pillar is listening to the voice of the customer—understanding what they want and keeping up with it.
- Culture doesn’t change overnight. Transforming into a customer-centric culture is a journey that requires time and consistency.
- It takes tact as a service professional to change the mindset around service and influence at the C-suite level.
- CX is a career with tangible impact—while driving CX, you are changing lives.
- Be agile enough to craft, change, and deliver for the customer—because, at the end of the day, businesses exist for them.
- A CXer’s greatest gift is prioritization—knowing what truly matters and what will move the needle. Create a prioritization matrix that defines your focus, threshold, appetite, direction, and expected impact.
- In CX, you can’t walk alone. You need mentors, sponsors, and people to walk the journey with you and be your voice of reason.
- The future of CX is data—we have so much of it, but how are we using it to serve customers? Let’s utilize data to deliver proactive service.
