AI Ghana
Ghana Sees Huge Surge in Digital Communications with COVID Pushing Customer Experience
Image sourced from Goobjoob Education. To a large extent, enhancing the customer experience (CX) has been a game of catch-up for most organisations in Ghana, until the outbreak of the COVID-19 pandemic which significantly accelerated the uptake of digital channels by enterprises last year. As the pandemic drove consumers to avoid traditional physical interaction with brands, so many corporates were forced to move their services and products online. For example, many insurance companies that used third-party agents before the pandemic are now adopting digital channels at a significant rate. This is to allow customers to buy policies online, via Unstructured Supplementary Service Data (USSD) or through a mobile app or website. Not only was the adoption of digital channels significantly accel...
