CUSTOMER EXPERIENCE

Global customer-centricity awards prove enlightening for local agency

By our News Team | 2023

Collecting customer feedback and data, but not knowing what to do next, has been a major problem for businesses, says agency boss.

South African customer experience company, Nlightencx, won CX Agency of the Year at the inaugural Customer Centricity World Series Virtual Ceremony held on 18 May. The global event, which had over 200 entries from 98 companies across 26 countries, recognises the world’s most customer-centric businesses.

“Not only is it an honour to be recognised on the global stage, but to represent South Africa as leaders in the CX space,” says CEO of Nlightencx, Nathalie Schooling.

Customer Experience

Image by Gerd Altmann from Pixabay

“Very often SA service gets a bad rap, but local companies have a lot to offer when it comes to good CX, and it’s a privilege to be at the forefront of helping these companies to reach their full CX potential.”

Demonstrate CX methodologies and tools

The agency was also shortlisted for the CX Solution of the Year award, as well as the Customer Insight & Feedback (VOC) award. To win in the Agency of the Year category, Nlightencx had to demonstrate how it develops and implements superior CX (customer experience) methodologies and tools to increase customer satisfaction for its clients.

“Great CX is about truly understanding what people want and need. Relying purely on collecting customer feedback and data and not knowing what to do next has been a major problem for SA businesses, and this is the gap we’ve worked hard to successfully fill,” says Schooling. 

She adds that, in working with some of the country’s most renowned and established brands, the company has seen first-hand how customer experience can make or break a business.

“If I can leave SA companies with one message, it’s don’t get complacent. We are living in tough times with businesses coming up against challenges like loadshedding (scheduled electricity interruptions) and rising living costs. In keeping your eye on the CX ball, you have a better chance of retaining your client base and can even enjoy growth in an unfavourable business climate,” states Schooling.

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    Dr Kin Kariisa

    Group CEO - Next Media

    Dr. Kin Kariisa is an extraordinary force at the helm of Next Media Services, a conglomerate encompassing NBS TV, Nile Post, Sanyuka TV, Next Radio, Salam TV, Next Communication, Next Productions, and an array of other influential enterprises. His dynamic role as Chief Executive Officer exemplifies his unwavering commitment to shaping media, business, and community landscapes.
    With an esteemed academic journey, Dr. Kariisa’s accolades include an Honorary PhD in exemplary community service from the United Graduate College inTexas, an MBA from United States International University in Nairobi, Kenya, a Master’s degree in Computer Engineering from Huazong University in China, and a Bachelor’s degree in Statistics from Makerere University.
    Dr. Kariisa pursued PhD research in Computer Security and Identity Management at Security of Systems Group, Radboud University in Nijmegen, Netherlands. As a dynamic educator, he has shared his expertise as a lecturer of e-Government and Information Security at both Makerere University and Radboud University.

    Dr Kin did his PhD research in Computer Security and Identity Management at Security of Systems Group, Radbond University in Nigmegen, Netherlands. He previously served as a lecturer of e-Government and Information Security at Makerere University in Kampala, Uganda and Radbond University in Netherlands.

    Dr Kin did his postgraduate courses in Strategic Business Management, Strategic Leadership Communication and Strategies for Leading Successful Change Initiatives at Harvard University, Boston USA.

    • Other current and previous roles played by Dr Kin Kariisa:
    • Lecturer of e-Government and Information Security to graduate students at Makerere University, Kampala and Radbond University in the Netherlands
    • Director of Eco Bank Uganda Limited, one of the largest banks in Africa
    • Chairman of the National Association of Broadcasters, an umbrella industry association for all Television, Radio and online broadcasters in Uganda.
    • Chairman of Board of Directors of Nile Hotel International, that owns the leading hotel in Uganda, Kampala Serena Hotel.
    • Chairman of Board of Directors of Soliton Telmec Uganda, the leading telecom company in Optic fibre business managing over 80% of optic fibre in Uganda.