Building Customer Experience Engines and Data Infrastructure in Emerging Markets

About this episode

In this episode of African Intelligence, we speak with Taha Jiwaji, Founder and CEO of Beem, the Pan-African customer engagement and communications technology company operating across more than 25 African countries.

Drawing from his experience building communications and data infrastructure for businesses across the continent, Taha examines a simple but pressing question: what does it take for African businesses to build customer experience engines that actually drive growth?

Why are we having this conversation?

Africa’s growth story will be written by businesses that understand their customers deeply and serve them well. Building the systems, data and technology behind great customer experience is therefore more than an operational question. It is part of building the infrastructure through which African businesses compete, grow and tell their own story.

In this episode, we explore

• Why customer experience is now a revenue strategy, not just a service function.
• How businesses in emerging markets can manage customer conversations across multiple channels from one place.
• The role of data infrastructure in understanding customers and making better business decisions.
• What makes building technology for African markets different from building it elsewhere.
• How automation and AI can improve customer service without losing the human touch.
• What African founders and business leaders should prioritise as they scale across markets.