This week’s Virtual Breakfast guest was a ball of joy and excitement.
Judith Bogonko, Chief Commercial Officer at Fingo Africa walked us through her unique journey that started off as an actuarial scientist and somehow every other position that presented itself shortly after was in the customer service space.
It is from being led by great leaders, raising her hand and her genuine belief and passion for the value that exceptional Customer Experience offers businesses that she is where she is at.
While her story offered a ton of insights on driving Customer Experience at the top, these were the top ten lessons we picked:
- CX Leaders need to show the impact of losing customers by using the voice of the customer.
- Customers will give you feedback when you keep them informed, engaged, and update them in advance.
- Customer experience professionals need to understand the kind of customer they have and what they would appreciate.
- Customer Experience revolves around understanding our customers, reducing friction where possible, keeping our customers informed, walking with our customers, apologizing when we make a mistake.
- Understand your environment and see what you can do in light of it. Start from where you are, seek to push boundaries, find the solutions you seek and pursue whatever it is you are passionate about.
- Organizations need to consider involving the customer when developing products or changing processes.
- As an organization seeking to expand and grow, you want to be able to enable your customers to self-serve while finding the balance between digitizing processes.
- You can never lose the benefit of volunteering; adding to your skills and knowledge, raising your voice, and speaking up.
- Judith advised young professionals to be solution seekers: to see a problem within their organization, create a proposal of how to solve the problem, volunteer to even run with it or be part of the team that does so.
- Give your customers options: The future of CX looks like digitizing engagements and processes while still giving customers access to human interaction.
