{
  "id": 6144494,
  "title": "Two Books on Personal Growth and Customer Experience to become a game changer",
  "url": "https://urgent.news/2026/09/07/two-books-on-personal-growth-and-customer-experience-to-become-a-game",
  "topic": "world",
  "section": "World",
  "published": "2026-09-07T14:18:37.000Z",
  "source": {
    "name": "GBC Ghana",
    "slug": "gbc-ghana",
    "url": "https://www.gbcghanaonline.com/news/books/2026/"
  },
  "original_language": "en",
  "account": "Two books focusing on personal growth and customer experience have been released in an effort to transform service culture and promote leadership. Authored by Charlotte Sarfowaa Akan-Duncan, \"The Art of Becoming\" emphasizes the importance of personal development, resilience, and purpose-driven actions. The companion book, \"Living the Experience: How Customers Shape Our World,\" delves into the significance of customer experience and delivering top-notch service.\n\nSarfowaa Akan-Duncan aims to inspire both individuals and organizations to prioritize personal growth and service excellence. She contends that success should be judged not only by achievements but also by the growth of individuals. In her view, \"Before we can build great organisations, we must first build great people.\"\n\nAt the book launch event, MTN Ghana's Chief Financial Officer, Antoinette Kwofie, shared her perspective on the significance of continuous personal development. She highlighted how leaders must acknowledge the human impact of their decisions, rather than focusing solely on metrics, systems, and infrastructure. Kwofie recounted a career moment when she was downgraded due to her boss's perception that she was \"fighting too much.\" This experience, she believes, taught her the value of advocating for her beliefs and persuading others.\n\nAbsa Ghana Limited's Chief Operating Officer, Mr. Frederick Nyinaku, wrote the foreword to \"Living the Experience.\" He stressed that service is a \"human commitment\" and not merely a corporate responsibility. Nyinaku argued that while organizations invest in technology and infrastructure, these investments should ultimately benefit customers. He emphasized the importance of recognizing the person behind every transaction, demonstrating empathy, and creating memorable experiences.",
  "summary": "By Jessica Oman Two books that might serve as pivotal guides on how to focus on personal growth and development, as well as develop a great customer service attitude, were launched to help transform service culture and build leadership. Author of the two books Charlotte Sarfowaa Akan-Duncan urges individuals and organisations to prioritise personal development […]",
  "key_points": [],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "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."
}