Anchored by the inspiring global theme, “Mission: Possible,” and perfectly aligned with the GMD’s rallying mantra — “The mission remains the mission” — teams across Nigeria and East Africa raised the bar during the 2025 Customer Service Month.
This wasn’t just a celebration; it was a demonstration of intent. We moved beyond conversations and delivered meaningful, people-driven initiatives that brought our refreshed CX vision to life: “We are in this together with our customers, delivering every interaction with speed and accuracy, on time, the first time.”
Throughout the month, leadership and teams alike leaned in. Management participated in Shop-the-Floor sessions, shadowing our frontline teams and gaining firsthand insight into the customer experience. We hosted feedback-led customer forums with merchants and Quickteller users and embarked on ethnographic visits to partner banks, via our Management Committee, which provided a deeper, real-world understanding of our customers’ needs and expectations. To reinforce collective ownership of customer success, we also launched a collaborative CX education video, underscoring that great customer experiences are everyone’s responsibility.
Learning and engagement took centre stage with three impactful Lunch & Learn sessions, exploring AI with the customer at the centre, Collaborative Impact, and Mission: Possible beyond your career role. These sessions sparked conversations, challenged perspectives, and strengthened our shared commitment to customer excellence.
Recognition was a major highlight of the month. The Customer Success Story sessions celebrated exceptional contributions across the business, while Frontline Recognition Awards honoured our B2B and B2C support teams for their dedication and resilience. We also shone the spotlight on our everyday heroes — our janitorial, security, and maintenance teams — whose behind-the-scenes efforts remain critical to delivering seamless customer experiences.
The spirit of teamwork extended beyond the workplace as Interswitch emerged victorious in both inter-organisational football matches against BetKing and Wema Bank — a testament to collaboration, discipline, and shared purpose.
We concluded the month with a focused Culture Stand-Up Session, reinforcing our core values and reaffirming our unwavering commitment to customer success. Customer Service Month 2025 reminded us that when we work together, stay mission-focused, and put customers at the heart of everything we do, the mission is not just possible—it’s powerful.