CX Transformation — Convergny

What We Do

Translating CX maturity assessments and diagnostics into prioritized, sequenced and executable roadmaps.
Customer journey diagnostics and redesign — pain-point and root-cause analysis, service blueprinting and implementation.
Transformation PMO and CX governance — operating model, decision rights, operating rhythm and accountability.
CX measurement and VOC architecture — journey metrics, satisfaction and effort measures, complaint insight and dashboards.
Digital and omnichannel enablement — channel design and rollout, automation and analytics, with embedded capability transfer.

Selected Credentials

Major Pan-African Banking Group — Enterprise CX Transformation

Led group-wide CX transformation: journey redesign, omnichannel rollout and front-to-back automation improving NPS and operational KPIs across retail, corporate and public segments — reaching 10M+ customers in seven countries.

Service Culture & Voice of Customer

Implemented VOC mechanisms, customer analytics and segmentation, and a multi-year service-culture program with frontline capability building across a major banking group.

EY — Journey Diagnostics

Delivered customer-journey diagnostics and service-improvement programs across retail and corporate banking channels for Tier 1 African banks.

Convergny — Assessment to Roadmap

Embedded CX within enterprise capability models and translated diagnostics into governed, value-tracked portfolios for financial institutions.

Transform your customer experience

From diagnostics to measurable CX outcomes.

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