On Tuesday 26th November 2024, I had the privilege of sitting down with CX Academy Africa for a virtual breakfast conversation to share my journey in the world of customer experience. Starting from my humble beginnings as a call center agent at Datanet, I reflected on the lessons and milestones that shaped my career, culminating in my role today as a Director at the Customer Institute.

During our discussion, we explored the transformative power of empowering employees to make decisions that enhance customer satisfaction and build loyalty. We also tackled the often-challenging task of justifying the return on investment (ROI) for CX initiatives, highlighting how strategic alignment with business goals can demonstrate tangible value.

The conversation extended to broader themes like fostering a culture of customer-centricity within organizations and the critical role leadership plays in driving these efforts. It was an enriching exchange, filled with insights and practical strategies for elevating the customer experience.

Looking back, it was a meaningful dialogue that reinforced the importance of sharing knowledge and collaborating to push the boundaries of what’s possible in CX.