Meet our Lead Consultant!
Our Lead Consultant, Ntsholetsang Ikgopoleng is a highly experienced customer experience and customer operations practitioner, having successfully run customer service and related operations for over twenty years in the Botswana market.
She has worked with frontline teams and key support teams including retail, contact centre, digital sales and support, loyalty and retention, product management, branding, marketing and fintech product to craft and deliver world-class customer experiences. This covered general operations- including processes, people, and technology.
She is highly experienced in the development and oversight of CX strategy and its implementation. She has led projects to implement technical solutions - both for customer self-service and tools for customer care to support service delivery. She also contributed immensely to numerous iterations of wider corporate strategy development, implementation, and monitoring of the same.
In 2017, Ntsho became the first Certified Customer Experience Professional (CCXP) in Botswana, an accreditation received and maintained by the Customer Experience Professionals Association (CXPA). In her professional journey, she has displayed a commitment to business transformation, people development especially in the Customer Experience field through mentorship within and outside the work environment.
She completed MBA with the Henley Business School in November 2022. Most recently (April 2023), Ntsho completed her facilitator training in LEGO ® SERIOUS PLAY® Methodology through Inthrface.
LEGO ® SERIOUS PLAY® Methodology Credential ID: 23-ZA-C04-9
CCXP THE CREDENTIAL ID: 000-549