The Sincephetelo MVA Fund (SMVAF) recently gathered industry leaders for a Customer Experience Knowledge Sharing Event aimed at improving customer service. The event featured key speakers, including SMVAF CEO David Mfanimpela Myeni, EWSC Managing Director Jabulile Mashwama, and Business Eswatini CEO E. Nathi Dlamini.
Myeni addressed the challenges faced by the Fund due to the limitations of its 2011 legislation, which restricts some aspects of financial aid. Despite these constraints, he assured attendees that the Fund is working to enhance processes and strengthen its engagement with the public and claimants, focusing on greater efficiency and convenience. He also acknowledged the EWSC for its success in managing processes and using technology to improve customer service.
Mashwama discussed the importance of a customer-centric approach in fostering brand loyalty and continuous improvement. She pointed out the need for better data management and inclusive digital solutions that can serve all customers, including those with limited access to advanced technology.
Dlamini spoke about the necessity of placing the customer at the core of an organization’s operations. He emphasized that leadership is about behavior, not titles, and that leaders should embody a servant attitude. He also stressed that customer service is a collective responsibility, with every part of the organization aligning its values with customer-focused practices.
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