Thought leader
Retention and experience design—with a clear point of view shaped in complex, high-pressure markets.
Thought leadership platform
Systems that perform.Experiences that keep people.
Toun Akinsunmi is a Nigeria-based executive operating at the intersection of customer success, employee experience, and retention strategy—with seventeen years across consulting, HR, SaaS, and business strategy.
Retention is not a policy. It is an experience—and experience is designed.
Nigeria · Operating across Africa and globally
Focus areas
Employee experience · Customer engagement · Retention strategy · Leadership in high-pressure economies
Credibility
Depth you can brief a board on.
The through-line is simple: connect the work of leading people and serving customers to outcomes the business can measure—without flattening the human story underneath.
- Employee experience under pressure
- Customer engagement as a growth lever
- Retention systems—not reactive rescue
- Leadership when the macroeconomy bites
Span
17 years
Consulting · HR · SaaS · Customer success · Business strategy
Operating level
Executive
Chief of Staff & Director of Customer Success
Geography
Global / Africa
Strategy, performance, and cross-functional alignment at scale
Intellectual property
The CARE Advantage™
A human-centered retention system—applied with rigor to how people experience work, and how customers experience your brand.
CARE Model™
Employee experience
Design the conditions where clarity, autonomy, recognition, and enablement compound—so retention becomes an outcome of the everyday, not a quarterly panic.
- 01
Clarity
C · pillar
- 02
Autonomy
A · pillar
- 03
Recognition
R · pillar
- 04
Enablement
E · pillar
CARE Model™
Customer engagement
Translate brand promise into behaviours customers can trust—value creation, alignment, reliability, and enablement working as one system.
- 01
Create Value
C · pillar
- 02
Alignment
A · pillar
- 03
Reliability & Responsiveness
R · pillar
- 04
Enablement
E · pillar
Author · E-book
A Practical Guide to Building an Implementable Customer Experience Strategy
Helping companies design and execute customer experience strategies that drive retention and revenue.
This is not a theoretical playbook. It is a step-by-step guide to building a fully implementable customer experience strategy—moving you from insight to action to measurable results.
Shift the standard
From “We think we are delivering a good experience”
To “We have a clearly defined, measurable, and repeatable CX system that drives business results.”
Who it's for
This guide is designed for leaders and operators responsible for shaping and delivering customer experience within their organisations.
- Founders and business leaders looking to build a structured, scalable customer experience function
- Customer Success, Customer Experience, and Customer Support professionals who want to move from reactive execution to strategic impact
- Operations, HR, and Product leaders responsible for improving customer retention and satisfaction
- Organisations struggling with inconsistent customer experiences, high churn, or low customer loyalty
- Teams that want to move beyond theory and implement a practical, measurable CX strategy
If your organisation is growing but your customer experience feels fragmented, inconsistent, or difficult to scale—this guide is for you.
What you'll learn
- Define a clear and actionable Customer Experience vision aligned with your business goals
- Map and analyse your end-to-end customer journey—from awareness to loyalty
- Conduct a structured CX audit to identify gaps, inefficiencies, and missed opportunities
- Benchmark your CX performance using key metrics like NPS, CSAT, and retention
- Perform gap and root cause analysis using practical methods like the 5 Whys and Fishbone model
- Design and execute a prioritised action plan to improve customer experience
- Build a CX strategy that is tied directly to revenue, retention, and growth
- Drive cross-functional alignment and secure executive buy-in for CX initiatives
- Establish systems, processes, and governance to sustain CX improvements over time
Every section is designed to move you from insight → action → measurable results
Real outcomes
- ✓Build a clear, organisation-wide customer experience strategy (not just isolated initiatives)
- ✓Identify and fix the root causes of poor customer experience—not just the symptoms
- ✓Improve customer satisfaction, retention, and loyalty through structured execution
- ✓Create consistent, predictable customer experiences across all touchpoints
- ✓Align teams (sales, product, support, operations) around a shared CX vision
- ✓Reduce churn and increase customer lifetime value
- ✓Establish measurable CX performance metrics and track progress effectively
- ✓Position customer experience as a driver of revenue and competitive advantage, not just a support function
Real outcomes (not fluff)
Writing
Poetry, letters, and the texture of being human.
Alongside executive work, Toun Akinsunmi writes poetry exploring life, strength, identity, and human experience—currently shaping a poetry book. Selected lines live here; longer work lives on Substack.
Read "Toun's letter to the world" on Substack
Some doors do not open—they dissolve when you stopcarrying what no longer fits.
Strength is not volume.It is the quiet precisionof staying kind under weight.
Engagement
Speaking · advisory · facilitation
Book Toun Akinsunmi for executive sessions on retention strategy, experience design, CARE Advantage™ adoption, and leading through high-pressure economies—clear frameworks, humane delivery, and outcomes your teams can execute.
Ideal engagements
- 01Executive offsites and leadership forums (Africa + global)
- 02Customer success / CX org design and operating model reviews
- 03Retention diagnostics anchored in the CARE frameworks
- 04Advisor relationships with founders and people leaders