e-Access Hub Leaders Stress Customer Experience Over Tech

At the e-Access Hub conference, part of Customer Service Week, business leaders and service-excellence experts urged Nigerian companies to prioritize customer needs and effective processes over technology. Charity Babatunde, Managing Partner of e-Access Hub, stated that poor customer experience is partly due to a mindset of “anyhowness,” where organizations lack the discipline needed for excellence.

She emphasized that technology can enhance service delivery only when businesses understand its effective deployment. Deremi Atanda, Managing Director and CEO of Remita, highlighted that service excellence should be ingrained in an organization’s philosophy, with leadership responsible for fostering a service quality culture.

He noted that even non-paying customers deserve dignity and quality treatment. Austin Okere, Founder of CWG Plc, pointed out that many businesses mistakenly assume they understand customer needs, often developing products without first identifying those needs.

This approach undermines service delivery and customer satisfaction.