{
  "id": 14323360,
  "title": "Executives seek better customer experience",
  "url": "https://urgent.news/2026/10/14/executives-seek-better-customer-experience",
  "topic": "business",
  "section": "Business",
  "published": "2026-10-14T00:04:55.000Z",
  "source": {
    "name": "Punch",
    "slug": "punch",
    "url": "https://punchng.com/executives-seek-better-customer-experience/"
  },
  "original_language": "en",
  "account": "Nigerian business leaders and experts in customer service have urged companies to prioritize understanding customer needs, implementing effective processes, and fostering a service-oriented culture over relying solely on technology. This advice was shared at an e-Access Hub conference, held during Customer Service Week, where the panel identified weak processes, poor leadership attitudes, and insufficient knowledge of customer expectations as obstacles to delivering quality service. Charity Babatunde, managing partner of e-Access Hub and the conference organizer, emphasized that poor customer experiences in Nigeria were partly due to a mindset she termed \"anyhowness,\" which means organizations approach service delivery without the necessary discipline and systems to achieve excellence. She stressed that businesses needed to recognize that enhancing customer experience requires deliberate processes rather than relying on hope alone, and that technology can only improve service delivery when companies know how to use it effectively. Babatunde also noted that customer awareness is growing, putting pressure on businesses to improve their services. Deremi Atanda, Managing Director and CEO of Remita, echoed this sentiment, stating that service excellence should be ingrained in an organization's philosophy rather than treated as an occasional event. He stressed the importance of understanding customers' diverse expectations and continually working to meet them. Atanda highlighted that technology is merely a means to achieve excellence, with leadership playing a crucial role in establishing a culture that prioritizes service quality. Austin Okere, founder of CWG Plc, added that businesses often mistakenly believe they already know what customers want. He argued that companies should first identify customer needs and use those insights to shape their offerings, rather than developing products and services without customer input. Okere also pointed out that businesses must consistently deliver on their promises and measure customer experience to pinpoint areas for improvement and boost service quality. He linked customer experience to business performance, asserting that companies that satisfy customers are better positioned to retain them, generate sales, and increase revenue. The panel's recommendations underscore the significance of aligning technology investments with customer expectations, operational processes, and leadership priorities, rather than presuming that digital tools alone will enhance service delivery. They encouraged Nigerian organizations to cultivate customer-centric cultures, strengthen internal systems, and leverage technology to ensure reliable service and foster long-term customer loyalty.",
  "summary": "Business leaders urge Nigerian companies to prioritise customer needs and effective processes over technology alone to improve service delivery and growth. Read More: https://punchng.com/executives-seek-better-customer-experience/",
  "key_points": [
    "Nigerian executives urge companies to prioritize customer needs over technology.",
    "Poor customer experiences stem from lack of discipline, systems, and \"anyhowness\".",
    "Technology is a means, not a solution; leadership must foster service-oriented culture."
  ],
  "editors_take": "Prioritizing operational discipline and leadership culture over mere technological investment shifts the focus toward systemic excellence to meet the rising expectations of increasingly aware Nigerian consumers.",
  "illustration": null,
  "coverage": {
    "outlets": 2,
    "also_reported_by": [
      {
        "outlet": "Punch Nigeria",
        "title": "Executives seek better customer experience",
        "url": "https://urgent.news/2026/10/14/executives-seek-better-customer-experience-14324486",
        "published": "2026-10-14T00:10:55.000Z"
      }
    ]
  },
  "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."
}