The fourth edition of ‘The Customer Experience Scale-Up Seminar’ organised by consultancy firm Duncs Consult Ltd, took place from Friday 9th February to Sunday 11th February at the Nyansapo Eco Resort, Cape Coast.

It was a fantastic experience for all involved, and this year's seminar also marked the first residential event with some of the industry’s best facilitators.

The seminar, which has impacted many individuals and organisations in the past, witnessed participation from industries such as banking, insurance, advertising, transport, education, media, healthcare and hospitality as well as small business owners.

The Customer Experience Scale-Up (CXSU) Seminar is a customer-focused event to equip participants with essential customer experience, insights and skills. The objective is to assist participants to bridge the customer expectation gap. The previous editions saw participation – in-house and virtual – from the financial, insurance and health sectors, as well as small & medium-sized enterprise (SME) owners.

At this year’s seminar, Duncs Consult expanded its scope and took it to a different level by bringing on board two of the industry’s finest.

Among the facilitators were Dr. Isaac Tweneboah-Koduah, affectionately known as TeeKay, who is an accomplished professional with an impressive career spanning over 16 years in diverse industries, including media, pharmaceutical and cosmetics, and telecommunications. With a strong focus on driving growth and establishing strategic partnerships, he has held influential leadership positions as Head of Business Development.

Currently, as the Founder and CEO of HiPAG Services (High Academy Performance for Growth), Dr. Tweneboah-Koduah leads a distinguished firm empowering aspiring and established entrepreneurs with comprehensive enterprise development strategies, cutting-edge training programmes, and innovative marketing solutions to enable them to build profitable businesses with its proven Enterprise Operating MASTERY (EoM) workshops, consulting and coaching services.

SSNIT, Business Resource Centres (BRC), OAK Specialist Hospital, ZEST Consult, SnV GrEEn, Amansie Rural Bank PLC, The Multimedia Group (Joy FM, LUV FM), MTN, Mastercard Foundation, KNUST- Mastercard Health Collaborative, GIZ and Ghana Enterprise Authority have successfully implemented EoM yielding high success, growth and employee commitment.

The expert in Relationship Marketing and Enterprise operational mastery touched on the types of partnerships in marketing and the roles they play, with an emphasis on building customer-centric cultures in making price irrelevant.

He further spoke on the need for business owners to be innovative with the customer service approach and urged entrepreneurs to invest in training and learning development for their teams.
The other facilitator was in the person of Dr. Evans Duah, an Associate Chartered Management Accountant (ACMA, CIMA-UK), a Chartered Global Management Accountant (CGMA, AICPA-USA), a Chartered Accountant (Institute of Chartered Accountants Ghana – ICAG), a chartered Global Investment Analyst (CGIA, USA) and a Chartered Financial Economist (ICCE, USA).

With a strong academic backing that includes a Doctoral degree in Business Administration in Strategic Management and Entrepreneurship, and a Master’s degree in Applied Business Research in Entrepreneurship and Innovation from the Swiss Business School, Switzerland, Dr Duah emphasised the key metrics, financial modelling, and tools needed to improve decision-making in building customer-centric cultures in organisations.

He took participants through the Customer Experience Journey Economics, striking the balance between under-investment – which can lead to under-performance – and over-investing to delight customers, which could lead to the quick diminishing of returns.

The brain behind the forum, Sarfowaa Duncan – who’s the CEO and Lead Consultant for Duncs Consult, enlightened participants on the need to transfer the key fundamental principle of customer experience (CX), which is empathy, into organizational culture in making price irrelevant for business growth and sustainability.

According to her, Customer Experience (CX) is the new battlefield- No one would want to do business with a company that treats them poorly.

“How they feel after an interaction with a business has a huge impact on their future purchase decisions.”

She added that a good interaction keeps them happy and satisfied, while a poor interaction could lead to them stopping doing business with that company ever again. She said research has shown that the number one priority of organisations for the next 5 years is Customer experience (or CX) - beating product and pricing for the third time in a row.

All the participants received certificates of participation from Duncs Consult. The 5th edition of the seminar is slated for February 2025, with a yet-to-be announced date. Interested participants can join the wait list via www.duncsconsult.com.

Duncs Consult

Duncs Consult was founded in July 2016 in Accra with the primary objective to provide business solutions to organisations. Duncs Consult believes that in today’s business world, one needs an empowered team to help the organisation achieve market excellence.

As a strategy, Duncs Consult combines a data-driven approach with knowledge gained over years to come up with outstanding solution campaigns for its clients.

Its services include customer experience management consulting, training & development, hostmanship consulting, marketing strategy consulting, mystery shopping, performance management consulting, KAIZEN consulting, healthcare customer care consulting, management consulting, and general business consulting.