{
  "id": 14324486,
  "title": "Executives seek better customer experience",
  "url": "https://urgent.news/2026/10/14/executives-seek-better-customer-experience-14324486",
  "topic": "business",
  "section": "Business",
  "published": "2026-10-14T00:10:55.000Z",
  "source": {
    "name": "Punch Nigeria",
    "slug": "punch-nigeria",
    "url": "https://punchng.com/executives-seek-better-customer-experience/"
  },
  "original_language": "en",
  "account": null,
  "summary": "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.",
  "key_points": [],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 2,
    "also_reported_by": [
      {
        "outlet": "Punch",
        "title": "Executives seek better customer experience",
        "url": "https://urgent.news/2026/10/14/executives-seek-better-customer-experience",
        "published": "2026-10-14T00:04:55.000Z"
      }
    ]
  },
  "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."
}