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This festive season, Pearl Bank (formerly PostBank Uganda) reminded customers that banking can still feel human, warm, and personal, as it concluded its Christmas campaign dubbed “Pearl Santa.” The campaign culminated in courtesy visits to key media houses including Nation Media, Vision Group and Next Media, in appreciation of their continued support in shaping and amplifying the Pearl Bank story, particularly during the Bank’s transition from PostBank to Pearl Bank. The Christmas season is traditionally marked by togetherness, joy and shared moments with family and friends, and Pearl Bank aligned its festive engagement to reflect this spirit. Through surprise visits,…
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For two decades, Letshego Uganda has been more than a lender; it has been a partner in possibility. Since its entry in 2005, the institution has grown from a niche…
“The future of insurance is not about policies and premiums. It is about experiences,” Grace Muliisa, Managing Director of Ecobank Uganda, told leading insurance industry players gathered at the 47th…
On the sidelines of the just-ended Annual Bankers Conference, CEO East Africa Magazine’s Paul Murungi caught up with Fabian Kasi, Managing Director of Centenary Bank, for a quick dipstick on…
Xtelify, a fully owned subsidiary of Bharti Airtel (‘Airtel’) housing all of Airtel’s digital assets and capabilities has launched an AI-powered, future-ready software platform that will help telcos all around…
By Damallie Nalukwago What is little understood generally is the importance of operations in brand building. The perception seems to be that brand building is about logos and fancy advertising. That is only part of the story. The components of a brand are building awareness, creating favorable associations and ensuring positive customer experience. When these are done well and consistently, brand loyalty is built, leading to more sales, through repeat engagement and customer referrals. The company’s marketing and communications function ensure the first two – building awareness and creating favorable associations, but it is Operations function’s day-to-day interactions with customers…
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In his first anniversary interview with CEO East Africa Magazine, as PostBank Managing Director/CEO held in September 2020, Julius Kakeeto envisioned a transformed financial institution. “A tier 1 fully fledged digital commercial bank at the heart of the country’s economic growth by economically transforming the lives of millions of Ugandans and businesses, in partnership with government,” was his straight answer when we asked him where he saw PostBank in the next 5-10 years. Kakeeto, who at the time said the bank was going through some housecleaning and restructuring, which he called “strengthening the bank’s foundation so that it can optimise…
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We now live in an ever-evolving market landscape and as businesses strive to enhance their customer care support strategies, we must recognize that customer experience has undergone significant transformations over the past few decades. The rise of the internet and mobile technology began to shift the landscape and before we could even wrap our heads around it, the Millennials and Gen Z had already started seeing the advent of e-commerce and social media which has introduced us to new ways of engaging with our customers. Unlike the past years, where the focus was on creating seamless in-store experiences through traditional…
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Growing up in an African household, in a way, prepares you for a career in customer experience management—at least, in terms of exposing you to the don’ts of the game. Take the example of ‘keeping the best for visitors.’ A rare meal of chicken and rice would only be reserved for the visiting in-laws and other important guests. The residents would be alerted ahead of time—we are expecting important visitors. The unlucky rooster would be identified, and the kids of the houses tasked to chase it around, slaughter and prepare it for the guest—I call it flawed hospitality. Many years…
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