Georges Essama serves as Head of Customer Relations at CamTel (Cameroon Telecommunications) where he has worked for 12 years in a variety of roles. Georges also serves on the CXPA Africa Regional Leadership Council. Join us as Georges shares real life stories from beautiful Cameroon in Central Africa.

• How Cameroon’s reputation as “Africa in miniature” impacts CX expectations?
• What happens when there are starkly different generational customer experience expectations?
• Why delivering great CX might involve being in a customer’s house?
• Why providing customer facing employees the freedom an permission to do the right thing for the customer is all important?
• How setting the right KPI’s in your organization significantly impacts the ability to and likelihood you will deliver great CX?
• A pointed customers’ perspective about how a pay first or pay later Healthcare patient experience makes a customer feel?
• How central government plays a crucial role in encouraging a customer first culture?
• And for those tracking our “experiences through cuisine around the world” conversation
  .. what is Ndole and why should everyone try it!

Resources

• The CXPA Africa Regional team Regional Council – CXPA
• The Challenges Of Customer Experience In Africa
• “The Service Culture Handbook” Jeff Toister

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