From Service Desk to Strategy Table: A New Book by Mr. Afolabi Bello
Customer experience has become one of the most powerful drivers of business success, yet it remains widely misunderstood and undervalued. Addressing this gap, Mr Afolabi Bello, a Fellow member of the West African Association of Customer Service Professionals WAACSP, presents his new book titled From Service Desk to Strategy Table.
With over 15 years of experience in customer service and customer experience within the banking sector, Mr Bello currently heads a contact center operation of over one thousand team members. In this book, he shares practical insights gained from years of frontline leadership and executive engagement.
Synopsis
From Service Desk to Strategy Table is a bold wake up call for customer service staff, CX professionals, leaders, and organizations seeking relevance in 2026 and beyond. The book challenges the notion of CX as merely a support function and reframes it as a strategic discipline that drives trust, loyalty, and long term value.
As automation and AI reshape the CX landscape, the book explains why many roles are at risk not because of technology but due to stagnation and lack of strategic relevance. It shows CX professionals how to move from transactional roles to indispensable strategic contributors by speaking the language of business, leveraging technology wisely, and strengthening uniquely human skills such as empathy and judgment.
More than a CX book, it is a career blueprint for professionals who want to evolve from the service desk to the strategy table.
Price and How to Order
From Service Desk to Strategy Table is now out for sale at the price of ₦4,900.
Click here to order your copy online
This book is a valuable addition to the professional library of anyone committed to excellence and leadership in customer service and customer experience.
Write for WAACSP
