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Fiona Ngaruro
Ecommerce & Growth Marketing ConsultantFiona Ngaruro is an E-commerce & Growth Marketing Consultant bringing 14+ years of experience working across Africa, Australia and Asia Pacific.
As a consultant Fiona works with companies that are looking to leverage digital commerce and digital tools to grow business. Fiona provides bespoke training and consulting services that fit each organisation's unique needs to help succeed in digital adoption and transformation.
Fiona has worked in various industries such as e-commerce, automobile, banking, healthcare, government, ethical fashion, agri-processing to name a few in startup, SME and corporate settings enabling her to understand their unique needs, challenges & environments.
Prior to working as a consultant, Fiona led large implementations of marketing technology platforms and strategies overseas in Australia for global technology, entertainment and automobile firms, worked in the startup space growing the Jumia Africa brand as Head of Growth for Kenya and Head of CRM Performance across 12 African markets and led the product development function at Squad Digital as Head of Product.
Fiona was recently recognised as one of the Top 25 Women in Digital in 2021 by the Soma Awards. She regularly gives back to the industry by sharing knowledge through publications like MSK Sokoni Magazine, LinkedIn, MSK iMarket Podcast, speaking events such as MSK Summit, African Women in Tech (AWIT), Commonwealth Business Women's Network and through student forums such as Strathmore Marketing Club & Zakike Leadership Program.
Tom Simba
Marketing and Patient Experience ConsultantTom Simba is a seasoned professional with a proven track record as a Customer Journey Expert. He brings over 15 years of invaluable experience in senior positions in marketing and patient experience. His profound expertise in redesigning patient journeys and crafting customer experiences has significantly contributed to the success of several prestigious healthcare institutions and major retail outlets across Kenya.
Experience in Healthcare Transformation:
One of his significant achievements is the pivotal role in transforming the patient journey at The Nairobi Hospital, a leading medical institution in the region. As a part of the core team, I led the effort to analyze, restructure, and optimize the patient experience, resulting in enhanced patient satisfaction and improved operational efficiency. My team’s strategic insights and innovative approach was instrumental in creating a seamless and patient-centric healthcare journey.
Tom played a key role in the design and implementation of the patient journey at AAR Hospital, another prominent healthcare provider in the region. Collaborating with a multidisciplinary team, that employed a deep understanding of customer behavior and market dynamics to design the entire patient experience. This initiative not only garnered positive feedback from patients but also increased brand loyalty and patient retention for AAR Hospital.
Enhancing Customer Journeys in Retail:
Beyond the healthcare sector, Tom has made significant contributions to the retail industry by creating exceptional customer journeys in key outlets when he was at Coca-Cola East Africa. He was at the forefront of transforming the shopping experience at well-known retail chains. By leveraging his teams expertise in consumer psychology and market trends, he crafted personalized and engaging customer journeys that elevated these outlets to new heights of success.
Holistic Customer-Centric Vision:
What sets Tom apart is his holistic approach to every project undertaken. He possess an innate ability to empathize with customers and anticipate their needs, enabling him to craft end-to-end experiences that leave a lasting impact. Tom’s strategic acumen, combined with an unwavering dedication to customer-centricity, has consistently translated into measurable business outcomes for the organizations he has worked with.
In conclusion, Tom is a Customer/patient Journey Expert with vast experience in marketing and patient experience, along with his notable accomplishments in healthcare and retail, make him a highly sought-after professional in his field. His ability to create transformative customer journeys that elevate organizations and leave a lasting impression on customers has solidified their reputation as a trailblazer in the world of customer experience.