This week’s World of CX Virtual Breakfast Conversations marked a special celebration of CX Day 2025, a moment to reflect, reconnect, and reimagine what the Customer Experience Mission truly means.
We had the pleasure of learning from Dr. Lucy Kiruthu and Paul Kitemu with Duncan Juma moderating this one-hour conversation on what organizations can do to make the Customer Experience Mission Possible. What we loved most is that often the CX mission could be won at no cost; it could be how quickly we resolve complaints or us partnering internally to ensure processes and systems contribute to a great experience for our customers. There was so much to learn from these 3 powerhouses.
Amidst all the lessons that were shared, here are our top 10;
🌟 The real goal is to make Customer Experience part of who we are and live it every day.
🌟 When employees feel valued, customers feel it too. Great internal experience always shows up in how we serve.
🌟 We need to connect CX to business outcomes. This is when it becomes a priority, not an option.
🌟 Excellence doesn’t just happen. It’s built through small, consistent actions that reflect our values and intentions.
🌟 True CX transformation happens when departments stop working in silos and start working in sync. When HR, IT, Operations, and CX sit at the same table, customer experience becomes everyone’s business.
🌟 Sometimes, the simplest actions create the biggest impact. Acting on feedback, simplifying processes, or appreciating a colleague, these are the moments that matter.
🌟 Technology can enable experience, but it’s people that define it. Let’s keep celebrating the human side of Customer Experience.
🌟 The right mindset changes everything. With belief, collaboration, and consistency, CX can thrive even without big budgets.
🌟 When leaders take ownership of the Customer Experience they offer, they ultimately shape how customers experience the brand.
🌟 Leading with empathy and consistently upholding excellence makes the Customer Experience Mission Possible.
