Paul Kitemu Bio
Paul Kitemu is a passionate customer experience expert and published author of the practical guide to CX excellence work book – Driving The Customer Service Agenda: A Step By Step Guide. He is the Lead Consultant for Inspired Resource Centre & Consultancy Limited and also consults with a host of other capacity building bodies including AFC Consultants International, the Academy of German Cooperatives (ADG-International), SwissContact, and Kenya Institute of Bankers.
Paul is one of the certified associate consultant trainers for the Institute of Customer Experience (ICX) and has a wealth of experience in the customer experience training landscape across the region including Tanzania, Uganda, Rwanda, Burundi, Ethiopia, Nigeria and Ghana. His training agenda spans a variety of organizational development areas including CX excellence for staff and leadership, Customer Relationship Management, Business Continuity Management and various personal and professional development topics. He is hailed in industry for conducting effective and thematic team building sessions and is an inspirational speaker who focuses on bringing out the inner power of the individual.
Paul is especially passionate about the financial services sector where he has had a colorful career that spans over twenty years across three banks – Standard Chartered, Barclays and Co-operative Bank as Head, Customer Experience, Customer Experience Manager, Head of Customer Planning, Regional Service Manager, Head of Contact Centre Head: Customer Service Centre and Supervisor, Operations-Clearing Department. His experience in both corporate and currently in consulting has him bring both aspects onboard his capacity building endeavors.
Paul holds a master’s degree in Human Resource Management and Strategic Management and is currently a doctorate student of Strategic Management. It is his aspiration to lead individuals and teams towards customer experience excellence competence to deliver corporate success.