At Bujeti, we live the truth that managing customer experience in Africa's financial services is equal parts mission-critical and beautifully chaotic. As we celebrate Customer Service Week 2025 under the theme "Mission Possible," we've never felt more aligned with our purpose.

Here's one thought we don’t think many product users have processed: the person who saves your transaction at midnight, who calmly walks you through a payment issue while you're panicking about your rent, who turns your frustration into relief; that person is probably doing the same thing for fifty other people that same week.

And somehow, they make each one of you feel like you're the only person that matters.

That goes beyond having a job. It's a superpower.

Cheers To The People Who Show Up

During Customer Service Week, we stop and recognise something important: there are people who wake up every day and choose to care about your problems. Really care. Not in a scripted, corporate way, but in a way that makes you feel seen, heard, and valued.

Take Lambert at Bujeti. Less than a week into his new role, he could have been overwhelmed. Instead, he found something remarkable: "a team that believed in collaboration, not blame." That culture didn't happen by accident. It exists because people like Lambert commit to it every single day, creating an environment where support means teamwork, not pressure.

Or Francis, who describes his early days as information overload, but credits teammates like Uchechi (former CX lead) and Samy (the co-founder) as his "lifejacket." He acknowledges the great help he received—and he's now paying it forward, understanding that "building lasting relationships and providing true value to clients" is what transforms a transaction into trust.

Then there's Fadeke at PiggyTech, five years in, leading an entire call centre with one core belief: "work should be enjoyable." Not just tolerable. Not just bearable. Actually enjoyable. Because when your team finds joy in what they do, customers feel it on the other end of every call, every chat, every interaction.

This is what world-class customer experience looks like in Africa. It's built by people who genuinely care, who lift each other up, and who refuse to let challenges break their spirit.

Why Does This Even Matter?

Every business leader emphasizes the importance of customer loyalty and brand reputation. However, the truth is that those things don't come from your marketing budget or product features alone. They come from the moments when something goes wrong and your customer experience team makes it right.

When NIBSS went down and Lambert's customers were frustrated, he wasn’t staying up to manage “complaints”— he was managing the relationships that Bujeti had painstakingly built over the years. One customer told him, "In a B2B space, if we call you 20 times, you have to answer 20 times." And he did. Because he understood that every call was someone's livelihood, someone's business, someone's dream on the line.

That customer? They're not just still with Bujeti. They're probably telling other business owners about the company that answered all twenty calls.

Francis learned this lesson when a client stopped using their product. The easy response would have been to let them go. Instead, Francis listened, really listened, and discovered that behind the technical complaints was a business owner who just needed to feel heard. "It was a subtle reminder that touch points with clients still need a human touch."

This is how customer service drives business success: one human interaction at a time, building trust that can't be bought with any advertising campaign.

The Ripple Effect

When you invest in your customer experience team, something magical happens. Improving your customer satisfaction is often the first obvious step—and then it transforms your entire organization.

Lambert began designing workflow automations that simplified life for customers and the internal team. This innovation was born from empathy, as someone who understands both the customer's pain points and the team's capabilities.

Fadeke moved from handling calls to leading teams, realizing that "your team's success is your success." She created a culture where people flourish professionally and personally, where mistakes become growth opportunities, and where asking questions is celebrated, not punished.

Francis discovered that understanding each customer as an individual—recognizing that "no two customers are the same"—is the key to providing genuine value. This mindset doesn't remain confined to the CX department. It spreads to product development, to engineering, to leadership. It becomes the DNA of how your company operates.

When customer service is treated as a mindset rather than just a department, everyone starts asking: "How does this decision impact our customers? How can we make their experience better?"

So this Customer Service Week, let's say what needs to be said: Thank you.

Thank you to everyone who stays late to resolve that one last issue. Who explains the same process for the tenth time with the same patience as the first? Who finds creative solutions when the system fails? Who turns "I'm so frustrated" into "Thank you so much for your help."

Because sometimes, that makes all the difference.

Bujeti’s Own Mission Possible

We're building the finance control centre for African businesses in an environment where over 60% of SMEs still rely on Excel sheets and scattered systems—while navigating 41 active currencies, cross-border payments that take days, and infrastructure challenges that would deter most Western fintech platforms.

As we celebrate Customer Service Week 2025, we again recognize the critical importance of our mission because excellence is non-negotiable when over 1,000 CFOs, controllers, and finance administrators rely on us to make their financial missions possible. 


Happy Customer Service Week.