Olufunke Ogunlana calls for more human-centred customer support as digital adoption accelerates

As businesses continue investing in digital platforms, Olufunke Ogunlana is urging organisations not to lose sight of the human element that remains central to effective customer support.

The IT and business operations professional, whose career spans customer service, e-commerce operations, technical support, incident management, and application support across Nigeria and the United Kingdom, believes technology should enhance customer experiences rather than replace meaningful human interaction.

According to Ogunlana, many organisations have successfully improved speed and efficiency through digital transformation, but some have unintentionally created barriers between businesses and the people they serve.

“Technology has made many services faster and more accessible, which is a positive development,” she said. “However, customers still want to feel heard, understood, and supported when they encounter challenges. The human aspect of customer service remains extremely important.”

Her perspective is shaped by more than a decade of experience supporting customers across different industries and environments. Throughout her career, she has worked with organisations including Jumia, Konga, Tek Experts, Mitie Technical Services, Lookers Motor Group, and Magentus, gaining first-hand experience in customer operations, service delivery, technical troubleshooting, and application support.

Those experiences exposed her to the realities customers face when systems fail, orders are delayed, services are disrupted, or technical issues affect their ability to complete important tasks.

“In many situations, customers are not simply looking for an answer. They are looking for reassurance that someone understands the problem and is committed to helping them resolve it,” Ogunlana explained. “That level of trust is difficult to build through technology alone.”

Her contributions to technology support, service delivery, and customer experience have also earned industry recognition. In 2024, she received the Emerging Global Technology Leader Award at the Limitless Without Borders Awards, recognising her growing impact within the technology sector and her commitment to delivering solutions that improve both user experiences and business outcomes.

The recognition reflects a career built around helping organisations navigate the intersection of technology and customer needs. Across her roles in customer operations, technical support, and service delivery, Ogunlana has consistently worked in environments where resolving issues quickly was important, but ensuring customers felt supported throughout the process was equally critical.

“Every customer interaction contributes to how people perceive an organisation,” she said. “A positive experience can strengthen trust and loyalty, while a poor experience can have the opposite effect regardless of how advanced the technology may be.”

Beyond her professional responsibilities, Ogunlana’s background in customer-facing roles has reinforced her belief that successful organisations are often those that understand both operational efficiency and customer needs. She notes that businesses that consistently listen to customers are often better positioned to identify areas for improvement and respond to changing expectations.

Looking ahead, Ogunlana believes the most successful organisations will be those that combine technological innovation with genuine human engagement. While digital adoption will continue transforming customer interactions, she maintains that empathy, communication, and a commitment to helping people solve problems will remain essential elements of excellent customer support.