AI, citizen-centric strategies critical to boost service delivery – Industry players

TWO Industry leaders have called for the urgent integration of Artificial Intelligence (AI) into citizen-focused strategies to enhance customer service across Ghana. 

They emphasised AI's pivotal role in transforming service delivery and the need for sectors to prioritise citizen experience in their operations.

At this year’s Annual Customer Experience Professionals Ghana (CXP Ghana) Conference, the speakers stated that it was not enough to desire to get on board the digital transformation era but it was important to fully integrate its benefits into businesses and operations for optimal impact.

They were the Chief Executive Officer of Adansi Travels, Gideon Asare and the President of Customer Experience Professionals Ghana, Esther Dokuwaa Ofosuhene.

Platform

A platform for thought leaders and professionals, the Annual CXP Ghana Conference, now in its fourth edition, brought together more than 500 industry professionals, thought leaders and advocates. 

Held on the theme "Citizen Experience – We Are Customers," the conference sought to draw attention to the growing demand for improved services in all sectors of Ghana.

It provided a platform to discuss how Ghana can meet the growing expectations of its citizens, particularly in areas such as quality service delivery, service recovery and digital transformation.

Attendees included industry players from the technology, financial services, telecommunications, tourism and public utilities ecosystem.
Apart from the main speakers, there were also contributions from CEOs and representatives of both public and private sectors.

This year’s conference aimed to explore ways in which Ghanaians can experience secure, seamless and reliable interactions with service providers—whether in government or private organisations—through continuous improvement and innovation.

AI holds the key

The Adansi Travels CEO stressed that AI was no longer a futuristic concept but an essential tool for reshaping customer service. He urged businesses to adopt AI to stay competitive.

"AI is the future. It’s not just solving today's problems; it’s preparing us for the challenges of tomorrow.

"If you don’t embrace it now, you’ll be left behind. AI is no longer in the future—it is here and at Adansi, we’ve already integrated it into our operations,” Mr Asare stressed.

In her keynote address, Mrs Ofosuhene highlighted the importance of placing citizens at the heart of service delivery to drive national progress. 

She called on both public and private sectors to make citizen experience a priority.

"The future of Ghana depends on how we treat ourselves as citizens today. 

"A bold future for citizen experience is not just an ambitious goal—it’s a necessity. We need to build a future where every Ghanaian feels heard, valued and empowered to contribute to the nation’s overall progress," Mrs Ofosuhene said.

The Customer Experience Professionals Ghana president emphasised the need for partnerships among governments, private sector players, civil society and communities to ensure that the citizen experience is not just satisfactory but exceptional.

“Let’s work together across all sectors to build a better Ghana, where the citizen experience is not just good but exceptional,” she urged.

Mrs Ofosuhene further called on leaders from both the public and private sectors to engage citizens more effectively, making them central to service delivery. She urged organisations to transform routine transactions into meaningful experiences that create lasting impressions.

"This goes beyond service delivery. It’s about engagement, inclusion and empowerment. 

“It’s about listening to citizens, understanding their needs and co-creating solutions that deliver real value," the keynote speaker stated.