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…
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Experience Is the Strategy Now
From Customer Experience to Competitive Advantage: Strategy, Tech and Human-Centred Growth
EgyptEGYPT: THE LAST GREAT BANKING FRONTIER IN AFRICA
Egypt has brought financial services to tens of millions of new customers in under a decade. It is also, by the World Bank's own reckoning, …
NigeriaNIGERIA: SCALE, SPEED, AND THE FIGHT FOR TRUST
Africa's largest economy now moves close to a billion dollars a day through digital payments. The question keeping bank and fintech executiv…
RwandaRWANDA: WHEN GOVERNMENT BECOMES THE COUNTRY'S BIGGEST CX CASE STUDY
While most governments treat public service delivery as an afterthought, Rwanda has turned its e-government platform into arguably the best-…