I welcome you into this one big happy family and I am glad to have you on board! I have no doubt that your presence in the team will contribute to impacting our clients’ experience in a positive manner. I will like to seize this opportunity to appreciate everyone for the support thus far, but I must say that we have a lot of work ahead of us.

More importantly, it is necessary to start the year with a clear understanding of our objectives and expectations for the new-year. I need not emphasize the need to focus on consistently improving the experiences of our clients by ensuring that they are delighted at every point of interaction. We can only achieve this by exhibiting conscious efforts towards creating an empathic approach to service delivery, developing ourselves on the job, improving our product knowledge levels and working as a team. We need to invest in ourselves by exploring these avenues to sustainable success. Remember, it is only achievable if you are determined.

In this financial year, we are determined to achieve

• tremendous improvements in the quality of our service delivery across the businesses
• Improved customer satisfaction and loyalty levels
• improved customer relationship management tools
• improved engagement levels
• increased product knowledge across the business
• increased revenues as a result of cross selling and team work amongst us as customer support team

Remember, quality, uniformity and consistency is our focus. It must be the same ARM irrespective of the location. I challenge you to take your role to the next level. The truth about Customer Experience Management is that it is people reliant despite rapid growth in technology and its influence on process, systems and buying behaviour.

Once again, I welcome you to a year of new beginnings - for us as individuals and for the Company