Moses Duma is a specialist in developing and delivering CVPs and customer experience transformation programmes which place the customer at the heart of the organisation. “Customer experience is where the brand meets the action”.
Over 16 years of experience in strategy development and execution. 8 years leading CVP and Customer Experience strategy functions in Financial Services across Africa. Passionate about delivering transformational customer strategies that deliver value to the business- Retention; Efficiency; Acquisition and Penetration-, while reducing customer effort and improving experience.
Expertise: Developing customer experience strategy; developing clear and easy to articulate customer value propositions that differentiate companies in Africa; managing cross-cluster and multiple brands programs to deliver customer centric transformation in today’s “opti-channel” and “GenX” world.