Scaling artificial intelligence within customer experience rarely happens under ideal conditions. In this session from CX Leaders Advance, Ugonwa Nwoye, Andrew Esemezie, CCXP, and Winfred Umerah share how MTN Nigeria has evolved Zigi from a menu-driven chatbot into an AI-enabled customer service engine operating across multiple channels. The presenters examine how MTN Nigeria has pursued its AI-CX ambitions while navigating four interconnected layers of complexity: technology, people, processes, and market conditions. The session explores the role of cross-functional collaboration, customer-effort reduction, digital adoption, governance, and continuous capability development in moving from isolated automation toward more connected and responsive customer journeys.
Understanding where customers are struggling is one part of leading CX work. Helping an organization act on that understanding (and demonstrating what changed) is another. The 2026 CXPA CX Impact Award winners offer useful examples of how those pieces can come together.
How did the American Medical Association remove barriers to digital access and unlock value for millions of users across its online ecosystem? Discover how a cross-functional, customer-centered approach reduced friction, accelerated digital innovation, and delivered measurable impact across key business and customer metrics.
Explore this valuable resource to enhance your customer experience practice.
