Mrs Uloma Umeano, CentriCULTURE CEO, will be speaking on Technology Times Live this Friday on “AI: Will It Replace The Human Element in Customer Service?”
As the business landscape gets more competitive, business owners are refocusing their customer service, the series of support both before and after the customers buy their products or services, to help customers have an enjoyable experience with their brands.
Businesses, which are now looking in the way of technology to improve their customer service delivery, are today looking to variants like Artificial Intelligence (AI) to support and improve the customer experience.
Whether AI or machine learning or any other variant of technology for customer relationship management, there remains the question of the human element in the management of the customer experience as they interact with their favourite brands.
The Technology Times Live session, an interactive TV session starting 11.00 Nigeria time on the dedicated YouTube Channel of Technology Times, opens a knowledge-sharing platform for entrepreneurs at various stages of their business journey, startups, freelancers, and will be open to attendees across Nigeria, Africa and beyond.
At the Technology Times Live session, Mrs Umeano, CentriCULTURE (formerly Customer Centricity Ltd) CEO and Founding Chairman, Customer Service Practitioners Association (CUSPA), who specialises in helping businesses better serve their customers, will be addressing key issues surrounding AI in Customer service.
Profiled: Uloma Umeano: Speaker on “AI: Will It Replace The Human Element in Customer Service?”
Uloma Umeano is the Chief Executive Officer, CentriCULTURE (formerly Customer Centricity Ltd).
Uloma specialises in helping businesses better serve their customers. She has worked in various markets including Information and Communications Technology (ICT), Financial Services, Marketing and Advertising, Publishing and non-profit systems.
As Marketing Manager, Microsoft Nigeria/ Ghana her role was instrumental to the establishment and management of a credible reputation for the software giant in Nigeria. Typical audiences addressed in the marketing programs included the various arms of government, the private sector and the media.
Similarly, as Head of Marketing and Communications, British Council Nigeria, communication challenges were overcome as the strategic marketing communication decisions were established.
As General Manager, Tequila Direct, a direct Marketing firm, Mrs. Umeano proved herself as a personality of reckoning in the marketing consulting industry, trail-blazing in the introduction, and execution of then nouveau Direct Marketing practices.
Other roles were in Sales and Marketing in Citizens Bank and Rosabel Advertising Limited.
As the Chief Steerer at CentriCULTURE Limited, she is best known for her engaging and motivating style of training.
Here is a little about the company she has built:
CentriCULTURE Transformers is a solutions merchant and a problem-solving engine.
People & Talent Development makes up over 60% of our work. We are a full-service Organisational Health Consulting firm that focuses on the wellness factor in organisations especially as may emanate from people and communication issues. We develop and facilitate training on all soft skills or self-enhancement courses.
CentriCULTURE Transformers is a knowledge merchant.
Our knowledge of the complexities and dynamics of the workplace relationships positions us as an extremely intuitive and creative Communications Agency. We are also a thoroughly insightful Organisational Culture and Change Management Consultancy.
Our work is highly reliant on knowledge, supported by a detailed Data Services Organisation. We are all of the above… and more, in fact we are Organisational Shrinks, we resolve whatever “people issues” your organisation may have!
CentriCULTURE Transformers is a business catalyst
We are a Business Communication and Human Performance Improvement Firm. Our service offerings are diverse but the unifying quality is our, “People focus”. We dubbed, and advocate a 720o customer cover business philosophy that reinforces the need to engage the customer, not just through the conventional external advertising methods but further engage them through internal employees -‘the People’-on the same continuum.
In essence, we go round the customer twice! Our practice is complemented by a very active training division whose services are widely engaged by various corporate across the Finance, Oil & Gas, Hospitality and Leisure Sectors.
Some of our clients include Seplat Energy, Oliserv Limited, Mobil, Sahara and Chevron. In the finance sector we have worked with First Bank, UBA, Fidelity, Access, Keystone and Heritage Banks. We also do work for MTN Communications in Nigeria, Cameroun and Benin Republic, as well as for Airtel and former Etisalat. There are others.
As a facilitator in the FATE foundation mentee scheme, she has inspired and mentored several budding entrepreneurs in various fields of marketing, events management and various other business ideas. She is also a favourite in FATE foundation’s annual marketing training programs which she’s done for over 5 years.
Mrs. Umeano is an MBA degree holder from the prestigious Lagos Business School (Pan African University) and a Diploma holder from the Institute of Direct Marketing, Middlesex UK. She also brings a lot of drama into her training sessions thanks to a first degree from the University of Nigeria, Nsukka in Dramatic Arts.
She is a Certified Neuro-Linguistic Programming (NLP) practitioner and trainer. She is also a Member of the American Board of Neuro-linguistic Programming Bournemouth- Dorset UK
Uloma is also the Founding Chairman of Customer Service Practitioners Association – CUSPA. CUSPA is an endorsement agency- a regulatory body that focuses on the establishment and management of quality standards in the practice and administering of Customer Service in Nigeria. It is a predominantly private sector monitoring association set up to extend consumer protection to service-based situations.
Most recently, Uloma published Guilty But For Grace (2023), a memoir of sorts, and a faith-based book that addresses her other passion for mentoring young women.
