TWO industry leaders have called for the urgent integration of artificial intelligence (AI) into citizen-focused strategies to improve customer service across Ghana.

They highlighted the central role of AI in transforming service delivery and the need for sectors to prioritize citizen experience in their operations.

At this year’s Annual Conference of Customer Experience Professionals Ghana (CXP Ghana), speakers said it is not enough to desire to embrace the era of digital transformation, but it is important to fully integrate its benefits into businesses and operations for optimal impact.

They were the CEO of Adansi Travels, Gideon Asare and the President of Customer Experience Professionals Ghana, Esther Dokuwaa Ofosuhene.

Platform

A platform for thought leaders and professionals, the annual CXP Ghana Conference, now in its fourth edition, brought together over 500 industry professionals, thought leaders and advocates.

Organized under the theme “Citizen Experience – We are Customers”, the conference aimed to draw attention to the growing demand for improved services across all sectors in Ghana.

It provided a platform to discuss how Ghana can meet the growing expectations of its citizens, particularly in areas such as quality service delivery, service recovery and digital transformation.

Participants included industry players from the technology, financial services, telecommunications, tourism and utilities ecosystem.
In addition to keynote speakers, CEOs and representatives from the public and private sectors also contributed.

This year’s conference aimed to explore ways in which Ghanaians can experience secure, transparent and reliable interactions with service providers, whether government or private organizations, through improvement and continuous innovation.

AI holds the key

The CEO of Adansi Travels highlighted that AI is no longer a futuristic concept but an essential tool to reshape customer service. He urged businesses to adopt AI to stay competitive.

“AI is the future. It’s not just about solving today’s problems: it’s preparing us for tomorrow’s challenges.

“If you don’t adopt it now, you will be left behind. AI is no longer in the future: it is here and at Adansi, we have already integrated it into our operations,” emphasized Mr. Asare .

In her opening remarks, Ms Ofosuhene highlighted the importance of placing citizens at the heart of service delivery to drive national progress.

She called on the public and private sectors to make citizen experience a priority.

“The future of Ghana depends on how we treat each other as citizens today.

“A bold future for citizen experience is not just an ambitious goal, it is a necessity. We must build a future where every Ghanaian feels heard, valued and empowered to contribute to the overall progress of the nation,” he said. said Ms. Ofosuhene.

The President of Customer Experience Professionals Ghana stressed the need for partnerships between governments, private sector players, civil society and communities to ensure that the citizen experience is not only satisfying but exceptional.

“Let us work together across all sectors to build a better Ghana, where the citizen experience is not only good but exceptional,” she urged.

Ms Ofosuhene further called on public and private sector leaders to engage citizens more effectively, placing them at the heart of service delivery. She urged organizations to transform everyday transactions into meaningful experiences that create lasting impressions.

“This goes beyond service delivery. It’s about engagement, inclusion and empowerment.

“It’s about listening to citizens, understanding their needs and co-creating solutions that provide real added value,” said the keynote speaker.