Episode 6:How Do African Brands Stay Human in a Digital Economy? | Christine Teta

When your banking app works perfectly but customers feel invisible, you don't have a tech problem: you have a human problem.

Christine Teta has spent nearly a decade solving this exact challenge. From managing global logistics at DHL, to digitizing government services at Irembo, to now leading customer experience at NCBA Rwanda; she's built systems that keep the human touch alive in increasingly digital worlds.

This conversation gets to the heart of what every African business is wrestling with: How do you embrace digital transformation without losing the personal connection that builds trust?

Christine shares the frustrated customer interaction at DHL that ignited her entire CX career, why the hours of silence after a problem matter more than the problem itself, and how she's teaching empathy at scale across Rwanda's banking sector.

This isn't consultant theory or corporate buzzwords. It's honest, tactical wisdom from someone who's been on the front lines across three completely different industries.

Whether you're running a small business in Kigali or leading CX for a multinational, Christine's insights will change how you think about digital transformation and customer relationships.

Key topics we covered:
-The ONE customer story that changed Christine's entire career path

-What logistics, government services, and banking all taught her about human behavior

-Why digital convenience often creates invisible, frustrated customers

-How to build empathy into systems, not just training sessions

-The single practice any business can implement to build trust immediately

-Where African customer experience is heading in the next five years

-What small businesses can learn from how banks approach CX

If you've ever felt like your business is becoming too transactional, too automated, or too disconnected from the real humans you serve , this conversation is for you.

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