Customer Outcomes Define Service Excellence, Says Remita MD.
He made the call at the 2026 Service Excellence Conference held in Lagos recently, where business executives, regulators and public sector leaders discussed how technology and human interaction could improve service delivery.
Speaking on the conference theme, ‘Tech-Enabled.
Human-Powered,’ Atanda said organisations often invest heavily in digital platforms and automation without addressing the delays, uncertainty and difficulties customers encounter when accessing services.
He urged service providers to understand customer expectations before adopting new technologies, noting that automation cannot compensate for poorly designed processes or unclear service standards. “Technology has been, and will continue to be, a means to an end, not the end itself. Customers are not looking for technology; they are looking for outcomes. Technology cannot deliver service excellence if it is optimising for the wrong expectations.
MSEApp News is publishing an original rewrite of this tip for readers, based on reporting associated with THISDAY.
Readers should treat early accounts as developing. Official statements may add detail. MSEApp News will update coverage if material facts change.
Readers should treat early accounts as developing. Official statements may add detail. MSEApp News will update coverage if material facts change.