Kuda Highlights Human-Centred Innovation at First Customer Experience Conference

Kuda hosted its first-ever Customer Experience (CX) Conference on Thursday, October 9, at The Zone, Lagos, creating a dynamic space for professionals in fintech and banking to explore the intersection of empathy, technology, and culture in customer experience.

Themed ‘Building a CX-Driven Culture: Our Shared Mission’, the conference featured thought-provoking conversations, practical insights, and honest reflections on the role of human connection in an increasingly automated world.

Delivering a keynote address titled ‘The Empathy Imperative: Why Human Connection is Our Greatest CX Advantage’, Adaeze Nwachukwu, Head of Customer Experience at Raenest, urged the audience to see empathy as more than a soft skill, describing it as “a strategic edge that shapes how we design experiences, solve problems, and treat one another.”

“Empathy isn’t optional anymore,” she said. “We can automate processes, but we can’t automate how people feel. Customers may forget what you did for them, but they’ll always remember how you made them feel.”

The highlight of the event was an address by Kuda’s VP of Operations, Ovie Adasen, who reframed customer experience as a lifestyle business.

“Behind every transaction is a human trying to live,” he said. “We’re not just in the business of processing payments; we’re in the business of enabling life. When we understand that, empathy and innovation stop being buzzwords and start becoming how we work.”

Adasen also highlighted key shifts defining modern CX: Moving from transactions to relationships, from speed to personalisation, and from service to memorable experiences. He emphasised that “customer experience is everyone’s responsibility, from compliance to product, to risk and operations.”

Kuda’s Group CEO, Babs Ogundeyi, who made a surprise appearance, praised the CX team and highlighted the irreplaceable role of people in tech-led businesses.

“Machines don’t have a soul,” he said. “They can’t pull at your heartstrings, humans can. That’s why customer experience will always belong to people, no matter how advanced technology gets.”

The event also featured a panel discussion, ‘AI and the Future of Customer Experience’, during which industry leaders explored ways for empathy and data to coexist in the age of automation. Panellists agreed that while AI improves speed and efficiency, a genuine human connection remains the cornerstone of lasting customer relationships.