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Angela Mensah-Poku – Director of Digital Transformation and Business Operations
Vodafone Ghana’s Director of Digital Transformation and Business Operations has urged companies to embrace the digital customer experience so they can gain a competitive advantage.
Angela Mensah-Poku said that companies can only prosper over their competitors when they embrace technology in their operations.
“Digitization is the current enabler of everything under the sun and the global pandemic has affirmed this. The world is so different now and the needs of consumers have suddenly become almost too many to count and it changes every day.
“Everyone now expects choice, control and convenience. However, new technologies, including cloud computing, artificial intelligence and robotic process automation, allow companies to connect with customers directly by offering customized solutions proactively, while simplifying and automating operational processes. ” .
Speaking under the theme, Reinventing the New Normal for Business Growth and Value Creation, at the third edition of the Customer Experience Summit, Ms. Mensah-Poku said that the world is undergoing rapid changes in the way we we work, we live and even in the way we interact with customers.
Therefore, it is important for companies to introduce digital solutions to serve their customers.
“Research continues to show that organizations that transform their customers’ experience with technology suffer less and recover more strongly from crises.
“A McKinsey and Company study also revealed that by digitizing services, customer satisfaction could increase by 33% and reduce costs by 25-35%. This creates value and not only helps your business to survive, but to prosper and grow, ”he said.
Mentioning how businesses can start their digital journey, Mensah-Poku noted that while technology will enable businesses to accurately understand customers, anticipate consumer needs, personalize the customer experience, and increase customer satisfaction, companies must also maintain the traditional pillars of customer service.
“Reinventing the new normal for business growth and value creation is not just about the technology of the future, the traditional pillars of customer service still remain; build trust; demonstrate competence, listen actively, and convey warmth and empathy.
“Applying this and integrating digital tools in a small way into the customer experience journey is a beautiful balance between human and digital.”
“As we recover from the pandemic, companies must embrace the digital customer experience to gain a competitive advantage, and those who do it well will ensure customer loyalty,” he concluded.
