Liz Okomba

Customer Experience Evangelist| Certified Nutrition & Wellness Coach | Autism Advocate| Mama Jabari|Follow @precious_wellness on Instagram

[Liz Okomba @lokomba]

Small wins add up. Thank you @CrystalAsige from a mother with a special needs child 🙏🏽

[Crystal Asige @CrystalAsige]

I have sat in rooms where no one saw me. I’ve spoken when no one bothered to listen. And still I kept going. Now my Persons with Disabilities Bill is an Act of Parliament!

Being there, when the President turned my ‘Bill’ into an Act by the stamp of his seal meant a lot — not because it was perfect, but because we finally made it happen. This is what it looks like when we refuse to be left behind. #VIP

[Liz Okomba @lokomba]

@Jeanwandimi Try the antihistamine. Mine gets bad in cold season like now when mornings are colder. I was given the hack by a fellow sufferer ☺️

[Quinter Akeyel @quinterakeyel]

@lokomba personal Mantra is Purpose, Execution, Consistency. Very intriguing!
@RCLangata #ladieshangout

[Moses Kemibaro @moseskemibaro]

NCBA Group's Deputy Director & Group Head of Customer Experience Liz Okomba breaks down the distinction between Customer Experience and Customer Service on the Pure Digital Passion podcast.

#CX #CustomerExperience #Kenya #Africa #EastAfrica #Banking #FinancialServices

@n@ncbabankkenya @ncbacare

[NCBA Bank @NCBABankKenya]

Tonight, we're rolling out the red carpet at the International Women's Day Gala hosted by Homabay County and NCBA. Get ready to celebrate, inspire, and maybe even snag some business tips while you're at it!
#InspireInclusion #IWD2024 #NCBATwendeMbele #Goforit

[Liz Okomba @lokomba]

@shobanes I have started seeing locusts as well

[Liz Okomba @lokomba]

@JaMtoka Oiiii…. It’s really a nice car. Will they bring it to 🇰🇪😊

[Liz Okomba @lokomba]

This was an exciting podcast session. Thank you @moseskemibaro for giving us a platform to elevate customer experience conversations and create an understanding of the art and science that it is.
Thank you @NCBABankKenya

[Moses Kemibaro @moseskemibaro]

The Journey To Achieving World-Class Customer Experience with NCBA Group's Elizabeth Okomba

In a captivating new episode of the Pure Digital Passion podcast, I had the honour of engaging with Elizabeth Okomba, the dynamic Deputy Director and Group Head of Customer Experience at NCBA Group.

Our conversation wasn't just a deep dive into customer experience (CX) strategies; it was a narrative of exceptional leadership and innovation, especially in the wake of NCBA's recent accolades at the ICX awards and Elizabeth's personal triumph in CX leadership.

Elizabeth's journey at NCBA began with her pivotal role as the merger lead between NIC Bank and Commercial Bank of Africa. She shared fascinating insights into the complexities and triumphs of this landmark merger, laying the foundation for a transformative approach in customer experience.

As we delved deeper, Elizabeth outlined the comprehensive CX strategy she championed. This strategy, intrinsically linked to NCBA's overarching vision, showcased her pioneering approach to leadership. She highlighted the significance of a solid governance framework and how customer feedback became the cornerstone of their service evolution.

Our discussion took an intriguing turn when we touched upon the digital innovations spearheaded by Elizabeth. Her efforts in revamping the contact center and integrating advanced CRM systems were not just about digital transformation but about fostering agility and a deep-rooted responsiveness to customer needs.

A central theme of our talk was Elizabeth’s commitment to cultivating a culture of customer-centricity at NCBA. Their customer promise, "We Know You, We Back You, We Will Wow You," goes beyond mere words, reflecting a genuine ethos that resonates through every employee’s work ethic.

Elizabeth also shed light on the metrics that underscored their success. The implementation of her strategies led to measurable improvements in customer satisfaction, as evidenced by NCBA's soaring Net Promoter Scores and a significant reduction in call volumes.

Adding to this, the recent accolades at the ICX awards where NCBA clinched three awards, and Elizabeth's recognition for CX leadership a few weeks ago, underscore the remarkable impact of their customer-focused initiatives.

As we concluded, Elizabeth shared her visionary outlook for the future of customer experience at NCBA and in the broader banking industry. Her dedication to ongoing innovation and excellence paints a bright future for customer experience in Kenya and Africa.

This episode is an essential listen for those intrigued by the intersection of technology, leadership, and customer experience. Elizabeth Okomba's journey with NCBA Group is a testament to the power of strategic foresight and customer-centric innovation in shaping the future of banking.

Don't miss this enlightening episode. Listen in for a journey through the realms of customer experience excellence with one of the industry's most influential leaders.

Watch The Video Podcast:

https://t.co/gE3iZMZHCw

Listen To The Audio Podcast:

https://t.co/ZnwlYu5Joq

@NCBABankKenya @ncbacare

#CustomerExperience #CX #Kenya #Africa #EastAfrica #NCBA #Banking #CustomerService #DigitalTransformation

[ICX Kenya @icx_kenya]

And the winners for best CX Strategy in the #SEAwards2023 are......
1. NCBA @NCBABankKenya
2. Springboard Capital @springboardke
3. KCB @KCBGroup

A Big Congratulations to the Winners!!!!
#ICXGalaDinner2023
#CSWeek2023

[ICX Kenya @icx_kenya]

And the winners for best use of Technology in the #SEAwards2023 are......
1. Safaricom @Safaricom_Care
2. Equity Bank @KeEquityBank
3. NCBA @NCBABankKenya
A Big Congratulations to the Winners!!!! #ICXGalaDinner2023 #CSWeek2023

[Dr. Lucy Kiruthu CCXP, XMP @KiruthuLucy]

Well done to the @icx_kenya #SEAwards2023 winning teams! Especially so very proud of @NCBABankKenya the bank that says *Go For It! * for scooping most of the awards and inspiring many others to greatness!

[ICX Kenya @icx_kenya]

And the winners for best CSWeek Innonvation Awards 2023 are......
1. NCBA
@NCBABankKenya
2. Britam @BritamEA
3. APA @APAInsuranceKe
A Big Congratulations to the Winners!!!! #ICXGalaDinner2023 #CSWeek2023

[NCBA Bank @NCBABankKenya]

Thank you @icx_kenya This recognition is a testament to our team's dedication and our commitment to creating meaningful customer engagement experiences. #Goforit #CXWeek2023 #ServiceExcellence #ICXGalaDinner2023

[Moses Kemibaro @moseskemibaro]

In addition to NCBA winning in 3 categories of the Institute of Customer Experience (ICX) Kenya Service Excellence Awards 2023 tonight, one of their team members even won the best dressed man category! Sometimes, when it has been decided, you simply can't stop winning! Congratulations 👏

@NCBABankKenya

[Liz Okomba @lokomba]

@KaluhisKitchen Most unhealthy!

[Liz Okomba @lokomba]

I am glad to be a part of this conversation. Looking forward to a great morning

#Navigatingchange #NielsenIQ

[Mark Masai @MarkMasai]

This morning Nielsen IQ @FaithWanderi offers some great insights on the State of Fast Moving Consumer Goods & Consumers in Kenya. 'Navigating the new world of uncertainty' will be the focus of this panel I will be moderating this morning at Serena Hotels

[Liz Okomba @lokomba]

@Cheryl_Itemere Can never be me 🫣

[ICX Kenya @icx_kenya]

Our panel session on digital transformation consists of
@JimmyMasinde, @lokomba, John Amach, @EvelynNyaruai and Solomon Chiedo, moderated by @WaviMungala.

#AfricaCXConference2023
#DrivingCXAgility