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
Customer Experience Strategy Guide
A concise, actionable resource for leaders and teams who want to design and implement a measurable customer experience strategy that drives retention and revenue.
Download the full guide for practical steps and proven frameworks tailored for your organisation.
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.”
Voices
What clients say
“Working with Toun was a game-changer for our customer experience. Her strategies are practical and effective!”
“Her leadership and insight helped us retain our best talent and improve team morale.”
“I highly recommend her for any organization seeking real results in customer and employee experience.”
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
Gallery
Moments from the journey
A visual archive of speaking engagements, workshops, leadership moments, media sessions, and community impact.