IT Max Global Hosts Lagos Executive Roundtable to Drive AI-Powered Customer Experience

IT Max Global has convened senior leaders in Lagos to address the integration of artificial intelligence within Nigerian customer experience frameworks. For fintech and financial services professionals, the move highlights a regional shift toward using generative and agentic AI to unify fragmented service channels, aiming to bridge the gap between automated efficiency and the high-touch requirements of banking and insurance.

What was announced

The "CX Forward Lagos" event, held at the Eko Hotel, focused on the theme "Reinventing Customer Experience with AI." The roundtable brought together executives from banking, financial services, insurance, and telecommunications to discuss the practical application of conversational and generative AI. The primary objective was to demonstrate how Nigerian organisations can move away from disconnected systems by integrating AI with Customer Relationship Management (CRM) and omnichannel contact centre solutions.

IT Max Global presented several case studies illustrating the financial impact of these technologies. In one instance, a UAE-based real estate firm achieved a 400% revenue increase and a 30% rise in agent productivity following the deployment of an omnichannel contact centre integrated with Microsoft Dynamics 365 CRM. Another example from the healthcare sector showed that an integrated CRM and contact centre solution converted 65% of inbound calls into booked appointments. The discussions also touched upon "agentic AI"—AI capable of acting as an autonomous agent—and its role in creating proactive customer engagement. A significant portion of the dialogue centered on the "human element," exploring how automation can complement rather than replace human interaction in sensitive sectors like finance and utilities.

"Customer experience is no longer just a function of customer service; it is a business-wide priority. The organisations that win are those whose systems, data and processes work as one, delivering a consistent and valuable experience at every touchpoint."

Naji Salameh, Founder and CEO of IT Max Global

The companies involved

IT Max Global is a premier innovation and IT service provider headquartered in the United Arab Emirates. The firm positions itself as a bridge between complex technological capabilities and practical business outcomes, focusing on the Middle East and African markets. As an IT service provider, it specialises in the deployment of integrated customer experience (CX) solutions, often leveraging established platforms like Microsoft Dynamics 365 to create unified environments for data and communication.

Led by Founder and CEO Naji Salameh, the company operates in a competitive landscape where the demand for digital transformation is accelerating across emerging markets. By hosting executive roundtables like CX Forward, the firm seeks to establish a presence in Nigeria’s corporate sector, particularly within high-stakes industries such as banking, energy, and telecommunications. The company’s approach revolves around the strategic deployment of AI to enhance existing CRM infrastructures, aiming to provide measurable improvements in both operational efficiency and revenue generation for its clients.

What this means

The focus on Nigeria by a UAE-based provider signals a maturing market where basic digitisation is no longer enough. For the fintech sector, the pressure is mounting to move beyond simple chatbots toward "agentic AI" that can handle complex, end-to-end customer journeys. This event highlights a critical industry tension: the need for massive scale through automation versus the retention of "the human touch" in high-value financial transactions. As Nigerian banks and insurers face increasing competition from agile startups, the ability to unify fragmented data through AI-driven CRM systems will likely become a primary differentiator in customer retention and operational survival.