Executives seek better customer experience

Business leaders and service-excellence experts have urged Nigerian companies to prioritize customer needs, effective processes, and service culture over technology alone, warning that digital tools cannot compensate for poor organisational practices. At an e-Access Hub conference held during Customer Service Week, they identified weak processes, poor leadership mindset, and inadequate understanding of customer expectations as factors undermining service delivery.

Managing Partner of e-Access Hub and organiser of the conference, Charity Babatunde, emphasized that poor customer experience in Nigeria is partly driven by a mindset of "anyhowness," where organisations approach service delivery without the discipline and systems required to achieve excellence. She stressed that technology could improve service delivery only when businesses understand how to deploy it effectively, but customer awareness is increasing, putting pressure on companies to improve their services.

Brief written by urgent.news from Punch Nigeria's own syndicated text. Machine-written — may contain errors; check the original before relying on it.