About the Masterclass
In today’s world, good customer experience is not luxury. It is a competitive advantage.
At mSurvey, we believe that customer loyalty is critical to the success of any business. Our passion for transforming business on the African continent through quality customer feedback inspired us to partner with the co-creator of the Net Promoter Score (NPS), Richard Owen, to deliver a series of Masterclasses delivering this most powerful customer loyalty tool to date.
In this Masterclass, you will learn how to leverage NPS to improve your customer experience and grow your revenues through customer retention. You will work with fellow decision makers from Nigeria and beyond to define new standards of customer experience.
Lagos Business School (LBS) is the graduate business school of the Pan-Atlantic University, Nigeria. LBS offers academic programmes, executive programmes and short focused programmes in Management that have been ranked among the best in Africa.
The LBS main campus is located in Lekki, Lagos, Nigeria. The School was established in 1991, and is committed to teaching management with a humanistic approach, delivering general management education to high potential professionals, across all levels in organisations, in a wide range of industry sectors.
Ken was a PhD student at MIT when he created mSurvey. His research at the time led him to Kenya where he diagnosed a pressing need for contextual data for business owners and entrepreneurs. Built by a visionary team of talent from Africa and beyond, mSurvey’s technology allows businesses to reach out directly to their customers right on their mobile phone to collect feedback and test new products. After a successful run in Kenya, with the acquisition of several major clients such as Java House and the integration with the mobile money giant mPesa, mSurvey is now expanding its operations to the rest of Africa, starting from Nigeria.
Richard Owen is the founder and CEO of the OWEN CX Group, an organization with the purpose of helping corporations achieve success with their customer experience programs. OWEN CX Group is re-imagining how the art and science of NPS can be brought together to transform business. Richard has 30 years of experience on the use of technology to transform business operations. As an executive at Dell Computer Corporation, he oversaw the scaling of the world’s largest electronic commerce business of the 1990s. He has led two software companies to successful exits, with AvantGo (listed on the Nasdaq) and Satmetrix (sold to NICE Systems). Richard holds an MBA From the MIT Sloan School of Management.
Founder of Trace and True Africa
Claude Grunitzky is the founder of TRACE and TRUE Africa, a media tech platform championing young African voices all over the world. In 2016, TRUE Africa was funded by Google’s Digital News Initiative. After successfully closing a multimillion dollar financing deal led with Goldman Sachs Group in 2003, the TRACE brand is now globally recognized and reaches an audience of more than 160 million people across 150 countries. It was successfully sold to a French investor group in July 2010.
Claude is a graduate of London University and MIT, and the President and board member of the Watermill Center, a laboratory of inspiration and performance founded by theater and visual artist Robert Wilson which provides a unique environment for a global community of artists and thinkers to collaborate.
Claude is on the board of trustees at MASS MoCA, a museum in Massachusetts which is one of the world’s liveliest centers for making and enjoying today’s most evocative art. Claude is also on the board of trustees at Humanity in Action, a foundation that works internationally to build global leadership, defend democracy, protect minorities and improve human rights.
Claude was raised between Lomé, Togo, Washington, D.C., Paris, and London.
Head of Organisational Transformation, FBNQuest Capital
Funke Shobanjo is the Head of Organisational Transformation at FBNQuest Capital. She also played a key role in advising the Senior Management of FBNQuest Merchant Bank on Strategic initiatives involving people, processes and technology from 2016 -2017. Prior to her role at FBNQuest Capital, she was the Business manager at Bloomberg, London responsible for managing relationships with all Stock exchanges in the African market. She successfully put ICAP, UK on the Straight Through Processing map for Foreign exchange transactions where deals were executed on Bank platforms and her clients ranged from Citibank and Morgan Stanley to hedge funds like Goldman Sachs Asset Management.
Funke worked at the Goldman Sachs office in London for 10 years where she held multiple roles ranging from Product Development in the Equities Division to leading the firm’s recruitment efforts when they decided to target the African markets.
Funke holds a MSc in Finance, Economics and Econometrics from Cass Business School, London (on Scholarship) and a BSoc Sc in Economics from the University of Birmingham in the UK.
Group CEO, Java House
Ken is the Group CEO of Java House, East Africa’s largest restaurant chain with more than 60 branches and over 2,000 employees. Ken previously worked at Philips, Shanghai as a commercial head and regional marketing director.
Ken holds an MBA from University of Michigan ’s Stephen M. Ross School of Business.
Group Head of Customer Experience, ABM Group
A customer experience professional with a wealth of experience in the hospitality, ICT, healthcare, telecommunications and renewable energy industries, Stella is currently serving as the Group Head of Customer Experience at the ABM Group, the largest manufacturer and distributor of batteries and renewable energy solutions in East Africa.
The ABM Group is home to Associated Battery Manufacturers Ltd, Chloride Exide Ltd, Battery Masters (U) Ltd, Regional Recycling EA Ltd, Solinc EA Ltd. and Precision Plastics Ltd. Stella is also a member of the company’s Executive Committee and is passionate about embracing technological innovation and automation to deliver superior customer experience.
Prior to joining the ABM Group, Stella served in the telecommunications industry for over 7 years, working for Safaricom Limited and Telkom Kenya Limited. She is a member of the Institute of Customer Experience (ICX), Kenya.
Head of Strategy, Safaricom Ltd.
Ken is the Head of Strategy at Safaricom Ltd with over 15 years of experience in the Telecommunications sector. Ken brought M-PESA to Kenya and was instrumental in the launch of the mobile money giant in March 2007. M-PESA has since gained over 20 million subscribers countrywide and has become the world leader in mobile money with the equivalent of a quarter of Kenya’s GDP traded on M-PESA in 2014.
Ken holds an IMIS higher diploma from Strathmore University, a Telecoms mini MBA from Informa Telecom University of South Africa, and a BSc in Electrical and Electronic Engineering from University of Nairobi.
You have selected bank transfer as your payment method.Our finance team will reach out to you via email with an invoice and the transfer details. Please read the payment conditions below to ensure your seat is secured.
Conditions of payment (please read):If you are paying via bank transfer, your seat will be secured for 10 days from your registration date. Once you have registered and been contacted by our team, make sure you process your payment within that time frame. Also note that early bird discounted registrations (US$ 2,000) end on March 5th. Beyond this date, you will be charged the full cost of the event US$ 2,500. Download the event brochure
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