Trends and Technology Shaping Customer Service in Nigeria: CSIC 2024, Recap

So, I spoke at a Customer Service conference

"This question is directed at Eromonsele. Calm down it's not tough!" an attendee jokes. Our panel session on Trends and Technology Shaping Customer Service in Nigeria, is now rounding up and the stellar Moderator, Divine Ezendiokwere has requested for questions. I'm on the spot. Somewhat tense, I deliver a response that leads to ahs and cheers.

Date is October 19, 2024. The month of Customer Service Week and I am at The Zone, Gbagada for a pioneering event championed by Chioma Anusiobi. Customer Service Innovation Conference, it is, and Chioma? She is a fascinating multi-potentialite who has pooled thought leaders across industries, budding talents, and job seekers.

I documented this on my LinkedIn as well. Oyaaa! Connect with me.

Here’s the recap (also on my LinkedIn):

“Reminiscing now on #CSIC 2024; on the ahs, wows, and cheers that surged through the room as each speaker contributed to the impact of building customer relationships, while innovating and leveraging technology

On my panel session, I was joined by 2 industry juggernauts (Egbons) in the field of customer service. Judith Azi, Bamise Olowookere, and I shared insights into balancing technology with customer service, and it was such a pleasure to be moderated by the stellar Divine Ezendiokwere

She made it as sweet as gossip

Here's some actionable recap from our session, Trends and Technologies Shaping Customer Service:

- Customers are getting increasingly impatient and yearn for continuity across channels of engagement: CRM-driven Omnichannels can fix this

- Define your business alongside metrics that are crucial to your industry. Judith Azi for example, opined that while we must embrace technology, making it seamless for users across regions and applying progressively is the best approach

- Remote work is on the rise, however, internet connectivity dwindles its progress. Bamise Olowookere shared the sad tale of a friend losing a job because of poor connectivity. Interest speed tests are now part of recruitment process for EMEA

The panel. L to R; Judith, me, Bamise, and Divine

- Knowing when to do the hand-off between technology, that is, next-level chatbots and other AI-driven strategies, and Live Agents or CS reps is priority. Here's 5+ Helpdesk tricks: Read NOW.

Thanks in advance.

I also unraveled customer service in "new" industries for myself. EMIKO GULA, MBA, B.ENG, PMP dropped a bundle of nuggets on the downstream (oil and gas) sector and how being customer-facing would mean emphasizing safety, thorough documentation, and health checks

Again, it was a pleasure to learn from Theresa Odhegba who did a refreshing introduction to customer service and Oluwakemi Sheba ICSN ,CCST took us on a career journey with customer service. Her words, "customer service... is an attitude" still ring in my head

This has been the most engaging event I attended in a while. The chemistry between speakers and panelists was undeniable, and the audience participated fully. Kudos to Compère, Aramide Folorunsho

My heartfelt appreciation goes to Chioma Anusiobi for kicking off this pioneering event, Customer Service Innovation Conference 2024, bringing customers, tech experts, and career professionals together for a one-day bliss…”

Trying to maintain steeze. Someone said leaving some distance between the mic and your hands hints confidence

To sum up, this successful launch, that is, Customer Service Innovation Conference tested me on my public speaking proficiency. Again, I got to realize the core difference between giving a speech, taking a live demo of a product, and sitting in a panel. Let's just say each comes with its uniqueness, fright, or approach.

Finally, I'd like to appreciate all the recent sign-ups and recommendations thus far. A special shoutout to my top commenter, Cyril OC. He writes about tech.

If you are interested in booking a call with me, please use my Calendly link. Book a 30 Minute Meeting to discuss Brand Strategy, Itinerary Ideas, Customer Success, Smart Career Moves, or just anything: https://calendly.com/ericotrips

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I, Eromonsele Oigiagbe, also have good news and it's all because of YOU!

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Thank you, all.

Originally Published on Tuesday, November 19, 2024