Founder & Principal CX Consultant
Nawok Gotau
Digital Customer Experience and Operations Transformation Specialist.
More than 13 years of leadership across four sectors.
Nawok Gotau is a Digital Customer Experience and Operations Transformation Specialist with over 13 years of leadership experience across capital markets (registrars), hospitality, cooperatives and e-commerce. Her work strengthens service delivery, optimises customer touchpoints, streamlines processes and adopts digital tools that drive efficiency and measurable business improvement.
She has led enterprise-wide SharePoint adoption for digital documentation, full automation of a corporate contact centre, and implementation of the first WhatsApp automated customer-service solution among Registrars in Nigeria. She is experienced in CRM process optimisation and workflow automation using Freshdesk and ZohoDesk.
Certifications & memberships
- ISO 22301 Business Continuity Management Systems (BCMS) Lead Implementer
- Full Member (MCICRM), Chartered Institute of Customer Relationship Management
- Certified Customer Service Professional (CCSP), CICRM
- Associate Member (ACMR), Institute of Capital Market Registrars