{
  "id": 12977102,
  "title": "DigivantPay trains staff on customer experience during Service Week",
  "url": "https://urgent.news/2026/10/08/digivantpay-trains-staff-on-customer-experience-during-service-week",
  "topic": "business",
  "section": "Business",
  "published": "2026-10-08T23:20:10.000Z",
  "source": {
    "name": "Punch",
    "slug": "punch",
    "url": "https://punchng.com/digivantpay-trains-staff-on-customer-experience-during-service-week/"
  },
  "original_language": "en",
  "account": "DigivantPay, a leading microfinance bank, organized staff training during this year's Customer Service Week to enhance their approach to customer experiences. The event took place at the bank's headquarters in Ikeja, Lagos State. Chief Technology Officer Tolulope Awoade encouraged the customer service team to adapt to artificial intelligence trends while addressing customer complaints, emphasizing the use of data to transform complaints into insights and minimize recurring issues. He stated, \"We live in a data-generated generation. Data from customer complaints and experiences has helped us get to where we are today.\"\n\nGroup Head of Customer Experience, Annette Nwokedi, highlighted the transformative potential of AI in improving customer service delivery. However, she stressed that human empathy is still crucial in handling customer challenges. Head of Customer Experience, Faith Aliga, echoed the importance of going above and beyond to improve customers' experiences. She added that customer expectations have evolved, and service providers must now be proactive in addressing issues before they escalate.\n\nAliga, who received the 2026 African Service Excellence Award, advised agents to adopt an ownership mentality towards the organization and prioritize technology improvements to resolve basic customer concerns. Customer Experience Team Lead, Chinenye Nwabekeh, underscored the significance of a seamless customer experience in fostering trust and loyalty.",
  "summary": "DigivantPay, a microfinance bank, has trained its staff on using AI and data to improve customer experience during its 2024 Customer Service Week in Lagos. Read More: https://punchng.com/digivantpay-trains-staff-on-customer-experience-during-service-week/",
  "key_points": [],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 2,
    "also_reported_by": [
      {
        "outlet": "Punch Nigeria",
        "title": "DigivantPay trains staff on customer experience during Service Week",
        "url": "https://urgent.news/2026/10/08/digivantpay-trains-staff-on-customer-experience-during-service-week-12978179",
        "published": "2026-10-08T23:26:10.000Z"
      }
    ]
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}