The 2023 edition of ‘The Customer Experience Scale Up Seminar’, organised by consultancy firm Duncs Consult, has lived up to expectation again after taking participants through insightful sessions with some of the industry’s best facilitators.
The seminar, which has impacted many individuals and organisations in the past, came off on Saturday, February 11, 2023 at the Labadi Beach Hotel in Accra. This year’s event witnessed participation from industries, such as banking, insurance, advertising, transport, education, media, healthcare and hospitality as well as small business owners.
The Customer Experience Scale Up (CXSU) Seminar is a customer-focused event to equip participants with essential customer experience insights and skills. The objective is to assist participants to bridge the customer expectation gap. The previous editions saw participation – in-house and virtual – from the financial, insurance and health sectors, as well as small & medium-sized enterprise (SME) owners.
At this year’s seminar, Duncs Consult expanded its scope and took it on a different level by bringing on board two of the industry’s finest. Among the facilitators were Dr. Kobby Mensah, a Senior Lecturer at the Department of Marketing and Entrepreneurship of the University of Ghana Business School (UGBS).
Dr. Kobby Mensah, a founding member of Ambition Consult – a service training firm, is the brain behind the customer service innovation software called FOCAS, which is aimed at helping organisations to improve service quality through real-time business intelligence analysis.
The expert in Political and Tourism Marketing, Relationship Marketing and Corporate Communication touched on the types of partnerships in marketing and the roles they play, with an emphasis on employee experience as a key driver of customer experience.
He further spoke on the need for business owners to be innovative with the customer service approach, and urged entrepreneurs to invest in training and learning development for their teams.
The other facilitator was in the person of Dr. Evans Duah, an Associate Chartered Management Accountant (ACMA, CIMA-UK), a Chartered Global Management Accountant (CGMA, AICPA-USA), a Chartered Accountant (Institute of Chartered Accountants Ghana – ICAG), a chartered Global Investment Analyst (CGIA, USA) and a Chartered Financial Economist (ICCE, USA).
With a strong academic backing that includes a Doctoral degree in Business Administration in Strategic Management and Entrepreneurship, a Master’s degree in Applied Business Research in Entrepreneurship and Innovation from Swiss Business School, Switzerland, Dr. Duah emphasised the key metrics, financial modelling, and tools needed to improve decision-making in customer experience and employee experience.
He took participants through the Customer Experience Journey Economics, striking the balance between under-investment – which can lead to under-performance – and over-investing to delight customers, which could lead to the quick diminishing of returns.
The brain behind the forum, Sarfowaa Duncan – who’s the CEO and Lead Consultant for Duncs Consult, enlightened participants on the need to transfer the key fundamental principle of customer experience (CX), which is empathy, into employee experience (EX) for business growth and sustainability.
According to her, the notion that EX is the new CX isn’t new, except that there has been a revived priority of this idea over the past few years. She said research has shown that organisations have found CX success by putting employees first, rather than customers.
All the participants received certificates of participation from Duncs Consult. The next edition of the seminar is slated for February 2024, with a yet-to-be announced date. Interested participants can join the wait list via www.duncsconsult.com.
Duncs Consult was founded in July 2016 in Accra with the primary objective to provide business solutions to organisations. Duncs Consult believes that in today’s business world, one needs an empowered team to help the organisation achieve market excellence. As a strategy, Duncs Consult combines a data-driven approach with knowledge gained over years to come up with outstanding solution campaigns for its clients.
Its services include customer experience management consulting, training & development, hostmanship consulting, marketing strategy consulting, mystery shopping, performance management consulting, KAIZEN consulting, healthcare customer care consulting, management consulting, and general business consulting.