Esther Dokuwaa Ofosuhene, President of Customer Experience Professionals Ghana, has called for an essential shift towards enhancing services for Ghanaian citizens, asserting that the country’s future is intricately linked to transforming daily interactions into meaningful experiences. At the Annual Customer Experience Professionals Ghana (CXP Ghana) Conference held on October 12, she encapsulated her message by stating that a prosperous future is contingent on how Ghanaians treat one another today. She urged attendees to envision a future where every citizen not only feels heard and valued but also empowered to play an active role in the nation’s progress. The conference, themed “Citizen Experience – We Are Customers,” took place at the Labadi Beach Hotel, focusing on the importance of prioritizing citizen needs across all sectors.
Ofosuhene stressed the necessity for collaboration among various stakeholders, including the government, private sector, civil society, and local communities, to cultivate a standard of citizen experience that is not just satisfactory but exemplary. She urged a concerted effort to build a better Ghana where citizens experience services that exceed basic expectations. Her call to action emphasized that improving the quality of interactions with citizens should be a shared responsibility, extending beyond mere service delivery. Participation, inclusion, and active listening to citizens’ needs are critical components that should shape the approach of service providers in both the public and private sectors.
A central theme of Ofosuhene’s message was placing citizens at the heart of service strategies, advocating for a transformative approach that turns ordinary encounters into extraordinary experiences. This transformation is vital in fostering positive impacts on the lives of citizens and heightening their overall experience as stakeholders in the nation’s development. She highlighted the power of engagement and co-creation of solutions with citizens, as essential pillars for driving growth and fulfilling the aspirations of Ghanaians in their day-to-day interactions with services.
The conference also featured insightful contributions from keynote speaker Gideon Asare, CEO of Adansi Travels, who highlighted the importance of Artificial Intelligence (AI) as a transformative tool in enhancing customer service. Asare posited that AI has transcended the realm of futuristic ideas and has become a necessity for service providers. By prioritizing AI, organizations can not only address current challenges but also prepare for future demands in the customer experience landscape. He emphasized that businesses which do not embrace AI risk falling behind in an increasingly competitive environment.
Moreover, the CXP Ghana Conference, now in its fourth iteration, convened over 500 industry professionals, thought leaders, and advocates, consisting of CEOs and representatives from both public and private sectors. This gathering was significant in discussing strategies to improve citizen experiences through various means such as quality service delivery, effective service recovery, and digital transformation. In response to the evolving expectations of citizens, who seek secure and seamless interactions with government services, the conference served as a platform to explore collaborative and innovative approaches to service enhancement.
In advancing the dialogue on improving citizen experiences, the CXP Ghana Conference represents a vital step in shaping the future trajectory of customer experience in Ghana. By engaging over 1,500 participants through in-person and virtual formats, the conference has been an essential forum for exploring a wide array of perspectives, insights, and strategies from global experts across multiple industries. As Ghana continues to evolve, the activities and discussions led by initiatives like CXP Ghana are instrumental in ensuring that the nation not only meets but exceeds the expectations of its citizens, paving the way for continued growth and progress on both local and national scales.
