Nigerian Financial Services Customer Experience Blueprint Workshop

A Leadership Workshop for Financial Institutions on Embedding CBN Consumer Protection Regulations and the Customer Bill of Rights into Customer-Centric Banking Experiences

November 19th & 20th | Lagos, Nigeria

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ABOUT THE WORKSHOP

Nigerian Financial Services Customer Experience Blueprint Workshop

The Nigerian financial services sector is at a turning point. Digitalization, regulatory reforms, and rising customer expectations are transforming the way banks and financial institutions operate.

To stay ahead, leaders must go beyond compliance to create customer-centric banking experiences that build trust, reduce complaints, and drive financial inclusion.

The Nigerian Financial Services Customer Experience Blueprint Workshop, powered by the Niche Institute of Customer Experience & Innovation (a subsidiary of Niche Customer Experience Consulting Firm), is a 2-day, hands-on workshop designed to help institutions embed CBN’s Consumer Protection Framework, Consumer Bill of Rights, and Consumer Protection Regulations into practical, measurable customer experience (CX) strategies.
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Why Attend?
This isn’t just another training. It’s your opportunity to:
  • Align your institution’s customer strategy with CBN mandates
  • Gain access to exclusive 2025 State of CX in Africa (Nigeria data)
  • Reduce complaints and sanctions by proactively addressing customer painpoints
  • Build a financial services CX Blueprint draft with peers and experts
  • Learn journey mapping, CX measurement, and design tools you can apply immediately
  • Position your institution as a leader in regulatory-driven customer experience transformation
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Write your awesome label here.
Write your awesome label here.
Write your awesome label here.
The Nigerian Financial Services Customer Experience Blueprint Workshop, powered by the Niche Institute of Customer Experience & Innovation (a subsidiary of Niche Customer Experience Consulting Firm), is a 2-day, hands-on workshop designed to help institutions embed CBN’s Consumer Protection Framework, Consumer Bill of Rights, and Consumer Protection Regulations into practical, measurable customer experience (CX) strategies.
Nigerian Financial Services Customer Experience Blueprint Workshop
who should attend

Target Audience

This workshop is designed for leaders and managers across Nigerian banks and financial institutions, including:
  • Customer Experience Managers & Executives
  • Heads of Customer Service/Consumer Protection Units
  • Compliance & Risk Managers
  • Product & Digital Transformation Leaders
  • Operations & Branch Managers
  • Strategy & Business Leaders
  • Middle to Senior Managers in consumer-facing roles
what you will learn - Workshop Highlights

Workshop Outline

DAY ONE

Foundations, Painpoints & Regulatory Alignment

  • CBN’s mandate on consumer protection & financial inclusion
  • Insights from the 2025 State of CX in Africa Report
  • Mapping customer painpoints to regulatory requirements
  • Building the case for a Nigerian CX Blueprint
DAY TWO

Designing & Operationalizing the Blueprint Applying

  • CX principles in Nigerian banking and financial services
  • Hands-on customer journey mapping
  • Drafting the Nigerian Financial Services CX management Blueprint
  • Introducing the CX Measurement Index (CXMI) Team blueprint presentations & roadmap forward


WORKSHOP DELIVERABLES
  • Draft Nigerian Financial Services CX Blueprint
  • Painpoints vs. Regulatory Requirements Matrix
  • Sample Journey Maps
  • Post-Workshop Insights & Recommendations Report

Nigerian Financial Services Customer Experience Blueprint Workshop

Learn from two of Africa’s leading transformation professionals, with a combined 38 years of banking experience at First City Monument Bank, Guaranty Trust Bank, United Bank for Africa, and Zenith Bank. They bring deep expertise across interdisciplinary roles, including customer service and experience management, paired with a globally recognized track record of driving strategic shifts in customer, employee, product, and brand experiences.
Simisola Oshinuga
With 28+ years in banking and consulting, Simisola has led transformation across sales, product innovation, operations, and customer experience. At GTBank, she pioneered the CX Management Division, driving major gains in loyalty and efficiency. A Prosci-certified change leader and former Country Director at Afrissance Consulting, she is globally recognized for building customer-centric systems that boost growth.

Connect with Simisola on LinkedIn.
onome deBBie akwara
deBBie is a strategy and transformation leader with 20+ years of multi-sector experience, including 10+ years in the Nigerian banking sector (FCMB, Zenith Bank, and UBA). She has led CX transformation initiatives that improved industry-wide customer satisfaction rankings, reactivated dormant accounts, and boosted product adoption and engagement. As Founder of Niche CX Consulting and the Niche Institute of CX & Innovation, she pioneered Africa’s first CX certifications and the State of CX in Africa study, shaping CX practice across the continent.

Connect with deBBie on LinkedIn.
OTHER DETAILS

Date, Fees, Terms & Conditions

Date 

  • Date: November 19 - 20, 2025 
  • Time: 8AM - 3PM Daily (WAT)
  • Venue: The Oriental Hotel, Lagos 

Workshop Fees

  • Early Bird Fee: ₦499,000 per person
  • Regular Fee: ₦599,000 per person
  • Group Bookings (6+): ₦509,000 per person


The workshop fee covers a certificate of participation, digital course materials, writing materials, the CX blueprint template, and refreshments.

For group bookings, email hello@nichecx.com 

Workshop Benefits

By attending the workshop, participants will:
  • Gain first-mover advantage in shaping Nigeria’s CX standards.
  • Align customer engagement with CBN consumer protection mandates.
  • Reduce customer complaints and sanctions through proactive CX design.
  • Access exclusive consumer intelligence data from the 2025 State of CX in Africa Report.
  • Learn hands-on tools to build and sustain customer-centric systems.
  • Network with peers, regulators, and CX leaders in the financial services sector.

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