The CX Transformation Summit Series, a global impact summit aimed at improving customer experience in partnership with service providers and CX-IT driven solution providers, voted the board chairperson of the West Africa Association of Customer Service Professionals (WAACSP), Yvonne Ohui MacCarthy, as Customer Service Leader of the Year.

This recognition took place at the CXT Summit Excellence Awards held at the Hyatt Regency Hotel in Nairobi, Kenya, last month.

The CX Transformation Excellence Awards honor individuals who have effectively implemented CX strategies, methodologies, processes, systems, and tools, yielding tangible and measurable outcomes. The awards attract entrants from leading corporations around the world, as well as mid-market and smaller firms.

Of the hundreds of entries received and evaluated by the award panel based on achievements, Lady MacCarthy was voted CX Leader of the Year (Individual Category) for her numerous innovations that have improved customer experience in West Africa.

Notably, her contributions include the Customer Service Indexes in Ghana and Nigeria, a customer rating platform that gauges the quality of service delivery and overall experience across various sectors in these countries.

The CX Transformation Summit, organized by Phoenix Business Intelligence (PBI) Malaysia, India, is one of the world’s biggest conferences on customer experience innovations.