deBBie akwara is a leading CX consulting practitioner & educator in Africa. In 2015, she founded Nigeria's 1st boutique customer experience management consultancy; Niche Customer Experience consulting Firm (formerly called Neetch company) and has since then grown the business into a group of 3 businesses i.e. the Niche Customer Experience Group; an integrated customer experience management services, training and digital solutions provider in Africa. The businesses in this group are; the Niche Customer Experience Consulting Firm, Niche Institute of Customer Experience & Innovation and Niche Digital Solutions which have to date executed 47+ CX projects for 38+ clients in 11+ industries in Africa.
Prior to Niche, she led CX success in the banking, telecommunications & education sectors.
CX successes recorded were an increase in; product adoption by 2567%, industry customer service ranking by 18.7% & revenue generation from CX of up to NGN300 million.
As an advocate for CX education in Africa, deBBie (via Niche Institute of CX & Innovation) launched Africa's 1st globally recognized CX certification courses in partnership with the Institute of Customer Management, UK. The courses are a trio of certifications for business managers (Certified Customer Experience Manager - CCEM), leaders (s (Certified Customer Experience Professional - CCEP) & CX-related consultants (s (Certified Customer Experience Practitioner - CCEPR).
deBBie is on a mission to grow businesses one CX at a time across and build the CEM capabilities of professionals in Africa that will drive a realistic practice of CEM to increase profitability. She intends to achieve this using Africa-inspired insights, frameworks, structures and methodologies. So far, deBBie has:
1) launched West Africa's and Africa's 1st multisector CX report i.e. the 2020 State of CX in West Africa and the 2021 State of CX in Africa reports
2) designed and launched a CX management competency framework in Africa
3) designed and launched a CX management competency self-assessment in Africa
4) the CX Africa Summit and Awards running 4 editions to date recording 2500+ event and masterclass attendees
In 2020/21, deBBie was recognized as a top 50 global CX thought leader & influencer by The Awards Magazine and Engatica.
She is an author with 3 published CX books; 10 Common Mistakes SMEs Make, Customer Pulse Check and CX Food for Thought (113 CX Quotes by deBBie akwara), a mom, humanitarian & is always looking for new opportunities to learn about CX, connect with professionals & impact the practice of CX management in Africa & globally.
deBBie is a pan-Africanism CX advocate.
Available For: Advising, Authoring, Consulting, Influencing, Speaking
Travels From: Nigeria
Speaking Topics: Business Transformation, Customer Experience, Congruent Living
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