Yesterday, Kuda Bank spotlighted its focus on human-centred innovation and empathy in digital banking through its first-ever Customer Experience (CX) Conference, held at The Zone, Gbagada, Lagos.
The conference brought together customer experience leaders from Kuda Bank, Unity Bank, Cenoa, and Raenest to discuss how people, empathy, and innovation are driving the sustainability of financial services in Africa.
In his comments, Babs Ogundeyi, CEO and co-founder of Kuda, stressed the importance of continuous learning and the dynamic role of customer experience in an AI-driven world.
“When we started the company, I felt there would be no dedicated CX centre. That was the beginning, at least that was the thought. But of course, we learned very quickly that you cannot do without CX. It cannot be without people.”
Ogundeyi explained that while AI brings exciting possibilities, human connection remains irreplaceable in customer experience.
“AI is a tool that’s going to help create. But again, experiences, with anything we do in life or in the world we live in, belong to people, to humans. CX is no different,” he said.
Ovie Adasen, Kuda’s vice president of Operations, spoke on the human-centric nature of CX. “What are we in the business of?” he asked. His answer reframed the company’s purpose.
“We’re in the business of enabling lifestyles, we help people live. When you pick up a phone and you do a transfer, that is life. Understanding that behind every transaction, every interaction, is a human being trying to live a life, is the bedrock and foundation of creating great customer experience,” Adasen said.
He illustrated the shift from traditional banking to modern CX-driven models, noting that today’s customers compare experiences across industries, not just banks. “Today’s customers, they are lazy, they are busy, and they are crazy. Know this, factor this in the experience design, and you will thrive,” he said.
Adasen further noted the importance of empathy, personalisation, and seamless digital interactions. “Everything we do in life, from a service perspective, is targeted at a human being. I use empathy. I basically strive to understand the human being and the problem. Without it, we can’t thrive. I leverage problems, ideas, and technology to then create solutions that provide value to the customer and to our shareholders,” he said.
He also revealed the operational results of Kuda’s CX initiatives, pointing to efficiency profits and measurable impact. “As a result of more empathetic engagement with people, we have generated close to 1 billion in recovered deposits. 92% of loans were now done digitally. Low processing time from 52 days to one minute. That is what great CX is all about.”
Panel Session
The Kuda Customer Experience (CX) Conference featured a panel discussion on the evolving role of customer experience in an AI-driven environment. Moderated by Anietie Victor, the session examined how fintechs are blending technology and empathy to enhance customer interactions.
“AI is coming for your job, but not to replace you. It’s here to partner with you,” Judith Azi, country operations manager, Cenoa, said, stressing that human skills in empathy and data interpretation are highly essential. “If you don’t know how to interpret the data, AI makes you redundant, but when used properly, it empowers you to be more empathetic and effective.”
On operationalising AI to improve efficiency, Oluwanifesimi Obisesan, unit head, Service Innovation and Total Quality Assurance, Unity Bank, said, “With AI, we can analyse transactional behaviour, create customer personas, and manage complaints more effectively. It allows us to respond proactively rather than reactively,”
Product Manager, Kuda, Glory Olamigoke added, “AI helps with everything from writing product requirement documents to error detection in account setups, tasks that previously took hours can now be done in seconds.”
Maintaining the human touch was an important theme of the session. “Customers don’t care if it’s AI, they care that their issue is resolved. If AI gives repetitive responses, the conversation should escalate to a live agent before the customer gets frustrated. Speed is important, but so is empathy,” Obisesan said.
On the most impactful investment an organisation can make in its employees to directly and measurably enhance the connection between employee experience and customer experience, panellists at the Kuda Customer Experience Conference (CX) pointed out these important areas:
- Autonomy: Allowing employees to understand the shared vision and giving them authority to take action builds confidence and a sense of ownership.
- Open-door policy: Ensuring management is accessible and staff can freely express themselves strengthens trust and engagement.
- Staff welfare/additional pay: Prioritising employee well-being directly impacts satisfaction, which in turn improves customer experience.
- Empathy from leadership: Recognising that employees are human, with challenges, responsibilities, and limits, and providing understanding, support, and care..
AI is a powerful tool, but the human element is indispensable. “We build the AI, but humans are the main factor. Empathy, understanding, and support are what truly make the difference.” AI can elevate customer experience, but only when paired with skilled, empathetic humans.
