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Leveraging Customer Experience Strategy in Diverse & Emerging Countries

Updated: Jul 12, 2023

Watch the full IAM CX Podcast on YouTube @

Mastering Customer Experience Strategy: Explore DeBBie Akwara's game-changing insights on leveraging CX for business growth in diverse and emerging markets.

In the ever-evolving business landscape, customer experience (CX) has emerged as a critical differentiator for businesses worldwide. The second episode of the IAM CX Podcast, featuring Debbie Akwara, CEO & Co-founder of Niche Institute of Customer Experience & Innovation, provides valuable insights into leveraging CX strategy in diverse and emerging countries. This blog post aims to distill the key takeaways from the podcast, offering valuable insights for business leaders, startups, and large organizations in the Caribbean region.

The Power of Customer Experience Strategy

The podcast episode emphasizes the transformative power of a well-executed CX strategy. Akwara, a globally recognized CX thought leader, discusses how a robust CX strategy can significantly enhance customer engagement, brand loyalty, and operational success. She underscores the need for businesses to shift from a reactive to a proactive approach in managing customer experiences. This shift involves anticipating customer needs and designing experiences that meet and exceed these expectations.

The Role of Data and Research in CX

Akwara stresses the importance of leveraging customer data and research in shaping an effective CX strategy. Understanding customer needs, wants, aspirations, and expectations is crucial for designing products, services, and experiences that truly resonate with customers. This understanding is not a one-time process but requires continuous measurement and tracking. By keeping a pulse on customer feedback and adjusting strategies accordingly, businesses can ensure their CX strategy effectively addresses customer needs and contributes to business growth.

The Importance of Organizational Involvement in CX

One of the standout points from the podcast is the need for comprehensive organizational involvement in the CX strategy. Akwara shares her approach of involving everyone in the organization, from the C-suite to the front line, in designing the customer experience blueprint and diagnosing and addressing issues. This inclusive approach not only helps to break down silos within the organization but also fosters a sense of ownership and responsibility among employees. When everyone in the organization feels invested in the CX strategy, its implementation will likely be more successful.


The IAM CX Podcast episode with Debbie Akwara offers a wealth of knowledge for businesses in the Caribbean region looking to leverage CX's strategy. From the importance of a proactive approach to the role of data and research and the need for organizational involvement, the insights shared in the podcast can guide businesses in enhancing their customer experience and achieving greater business success.

As the Caribbean business landscape continues to evolve, businesses prioritizing customer experience and implementing effective CX strategies are likely to stand out from the competition. By taking a proactive approach, leveraging data and research, and fostering organizational involvement, businesses can create exceptional customer experiences that drive customer engagement, brand loyalty, and business growth.

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