Unity Bank, Kuda, Cenoa, Raenest to Lead Conversation on Customer Experience at First-Ever Kuda CX Conference in Lagos

Senior customer experience and operations leaders from Cenoa, Unity Bank, Raenest, and Kuda will come together on October 9, 2025, at Zone Tech, Gbagada, Lagos, for the first Kuda Customer Experience Conference. This landmark gathering will explore how empathy, technology and culture are shaping the future of customer experience in African fintech.

The conference, themed “Building a CX-Driven Culture: Our Shared Mission,” is Kuda’s flagship event for the 2025 Customer Service Week and will bring together CX professionals and fintech executives for thought-provoking conversations on the evolving role of customer experience in digital finance.

The half-day event will open with a keynote address by Ovie Adasen, Vice President of Operations at Kuda, titled The Future of CX in Fintech: Bold Moves, Real Results. He will outline how Kuda and other fintechs are using technology and data to bridge service gaps and strengthen customer trust.

A panel discussion, The Human-AI Collaboration in CX: Turning Challenges into Possibilities, will follow, featuring Judith Azi (Country Operations Manager, Cenoa), Oluwanifesimi Obisesan (Unit Head, Service Innovation and Total Quality Assurance, Unity Bank), and Glory Olamigoke (Product Manager, Kuda). The session, which will be moderated by Anietie Victor of Kuda, will examine how AI and automation can work alongside human empathy to improve resolution speed and service quality.

The final keynote, The Empathy Imperative: Why Human Connection is Our Greatest CX Advantage, will be delivered by Adaeze Nwachukwu, Head of CX at Raenest, who will highlight the role of emotional intelligence in digital service delivery.

The conference comes as the 2024 KPMG Nigeria Banking Industry Customer Experience Survey reveals that while expectations remain one of the strongest pillars of CX excellence, resolution and personalisation continue to lag, signalling opportunities for fintechs to lead the change through smarter, human-centred solutions.

“Customer experience is not just a support function but a trust-building engine that shapes how customers feel about us every single day. CX plays a critical role in driving loyalty, transparency, and long-term growth,” said Elizabeth Ekanem, Head of CX at Kuda. “Through our CX conference, we want to normalise having honest conversations about what’s working and what’s not, and improve collaboration across fintech and traditional banking to move the entire financial services industry forward.”