CXP urges businesses to localize AI to improve customer experience

The Customer Experience Professionals (CXP) has urged businesses to tailor artificial intelligence (AI) tools to better serve Ghanaian customers. This call came at the 6th Annual CXP Conference, titled “Experience Management: Transforming Business. Empowering Citizens. Positioning Ghana.” The event aims to showcase customer experience excellence and explore service delivery advancements in Ghana.

CXP President Esther Dokuwaa Ofosuhene emphasized that AI adoption should reflect local needs, particularly the use of Ghanaian languages, to make digital services more accessible. She stressed the importance of building AI solutions that support the local economy and institutions.

Michael Harry Yamson, Administrator of the District Assemblies Common Fund, explained that the government now seeks public input on development projects, evaluating their relevance, delivery speed, and quality. He stressed a shift from merely budgeting and executing projects to actively engaging citizens in resource allocation decisions.

MTN Ghana's Chief Digital Officer, Ibrahim Misto, advised technology developers to focus on addressing local problems rather than pursuing technology for its own sake. He encouraged focusing on community issues, not solely the technology or model, to ensure solutions truly benefit Ghana and similar markets.

Dalex Finance CEO Joe Jackson warned businesses to avoid assuming that merely digitizing processes improves customer experience. He insisted digital platforms must be simple, accessible, and tailored to customers' needs. "Making a bad process digital doesn't make it a good process," he noted. "What makes me have a good experience is if it is simple, if I can use it without depending on someone."

The discussions underscored the necessity for businesses and public institutions to integrate technology with human-centered service delivery. This approach ensures that digital transformation leads to more accessible, efficient, and relevant experiences for customers and citizens.