1

 Kuda, a leading Microfinance Bank and fintech company, has tapped into the human-centric nature of CX to offer optimal satisfaction to its customers at all levels. 

The bank made this known recently during its maiden Customer Experience (CX) Conference with the theme: “Building a CX-Driven Culture: Our Shared Mission,” for the 2025 Customer Service Week that brought together customer experience leaders from Kuda Bank, Unity Bank, Cenoa, and Raenest who discussed how people, empathy, and innovation are driving the sustainability of financial services in Africa. 

Speaking at the event which held at held at The Zone in Gbagada area of Lagos, Kuda’s Vice President, Operations, Ovie Adasen, emphasized the importance of empathy, personalisation, and seamless digital interactions to deliver best results, noting the need for interaction with customers to move from transaction to relationship, service to experience, and speed to personalisation. 

According to him, “It is vital to know the type of customers that we are serving. We engage customers with empathy and we enhance efficiency. So we are the chief retention officers, not the back office, and our efficiency is enhanced because we understand the customer, because we leverage technology and we collaborate effectively with all stakeholders to ensure timely human resolution. 

“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.” 

Explaining the operational results of Kuda’s CX initiatives, Adasen noted that the innovation has brought about efficiency profits and measurable impact. 

“CX is not a slogan. It’s a slogan that pays off in loyalty, referrals and lifetime values,” he added. 

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. 

In his remarks, the Group Chief Executive Officer, CEO, Kuda, Babs Ogundeyi, harped on the need for continuous learning to fit into the changing business environment and the dynamic role of customer experience in an AI-driven world. 

In his words: “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.” 

He challenged all current and potential employees to go beyond the basics of technology services and embrace artificial intelligence (AI) which is revolutionizing the way we do things and shun complacency.