From African Hospitality to Institutional Hospitality
Africa is famous for its warmth. So why do so many citizens leave public offices feeling like an inconvenience? Shadrach Agbledzie argues th…
Insights & Opinion
Expert columns, leadership interviews, and guest opinion from the practitioners and thinkers building better customer experiences across the continent.
7 stories
Customer Service Week Should Not Just Be Celebrated
Every October, organisations pause to recognise frontline service with gifts, awards and appreciation messages. Lekan Badejo asks the harder…
What Capitec Can Teach African CX Leaders About Trust
While most conference case studies are imported from elsewhere, some of the world's most instructive CX stories are unfolding right here. An…
Zambia"There Is No Internet": Is Zambia's Digital Transformation Improving Customer Experience?
A stalled request, a sudden fix after escalation, and a bigger question for Zambian organisations: is digital transformation closing the gap…
When Customers Have to Chase the Experience.
A personal experience raises a bigger question about digital customer service: when communication moves behind the screen, does accountabili…
What If the Customer Experience Problem Isn't a Customer Experience Problem?
It's easy to spot what customers say they experience — and equally easy to jump straight to the most obvious fix. After all, customers wait,…