VODAFONE GHANA
“ The pandemic has accelerated everyone ’ s planning to attain that digitalisation and it came at a time where we were ready in terms of the practices we already had in place ”
— Shoyinka Shodunke , Director of Technology , Vodafone Ghana
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“ Secondly , we have to ensure that we ’ re building platforms that are transformative . Lastly , we ’ re driving differentiation from unique capabilities that are developed in-house and engagement of ecosystem partners via software engineering using platforms .”
As a result of the impact that COVID-19 has had on organisations the world over , Shodunke reflects that the pandemic has acted as a catalyst for digital transformation .
“ COVID has been an interesting situation to overcome across all industries ,” explains Shodunke . “ The pandemic has accelerated everyone ’ s planning to fully embrace digitalisation across all verticals from planning to operation , and it came at a time when we needed some sound check or simulation in terms of the practices we already had in place . Our ability to transform our call centres and a move from traditional bricks and mortar customer service was testament to our digital journey and what we ’ re trying to do .”
Angela Mensah-Poku , Director of Digital Transformation and Commercial Operations at Vodafone Ghana , believes her organisation ’ s digital transformation agenda is to deliver the most engaging customer experience .
“ We do this by blending the best of digital and human interaction in a personal , instant and easy way ,” she says .
DECEMBER 2020