robert, Author at The CX Academy - Africa

The World of CX

Experience Management: What Is Working and What Is Not

Experience Management has become one of the most important business conversations today. Organisations are investing heavily in automation, customer insights, employee engagement, and transformation programs to create better experiences for employees and customers. But one important question remains: Is experience…

robertMay 18, 2026

10 Lessons Every Week

10 Lessons from Redefining Experience Management Session

Customer experience is not created by initiatives, dashboards, or strategies on paper. It is shaped by what organizations do with what they already know, how they act on feedback, how leaders respond to insights, and how consistently they close the…

robertMay 8, 2026

10 Lessons Every Week

10 Lessons from World of CX with Stephen Oyondi Olieka

Employee experience is not defined by what organizations write in policies, values, or handbooks. It is defined by what people live through every day at work. It is shaped in the small moments, how leaders respond, how decisions are made,…

robertMay 8, 2026

10 Lessons Every Week

🌟10 Lessons from World of CX with Irene Muchunu 🌟

Employee experience is not something people read in policies, it is something they feel in their everyday work. Most of us can remember a place where we felt supported, where expectations were clear, and where we were valued. And just…

robertMay 8, 2026

The World of CX

Redefining Experience Management

May is here and it is the Mental Health Awareness Month. A timely reminder that great experiences start with healthy teams. As we redefine Experience Management, one truth is clearer than ever, experience is built from the inside out. The…

robertMay 4, 2026

Experience Redefined Blog The World of CX

The Secret Engine Behind Great Customer Experiences: An African Perspective

For African organisations that want to lead in Customer Experience, three shifts are critical.

robertApril 23, 2026

10 Lessons Every Week

10 Lessons from World of CX with Gary Zeller

Sustainable performance is built from within, through leadership, trust, alignment, and a clear understanding of how people contribute to a larger goal.

robertApril 16, 2026

10 Lessons Every Week

10 Lessons from the World of CX Gen Z Workplace Study

Employee experience is increasingly becoming a defining factor in how organizations perform, engage talent, and deliver results. While many organizations invest heavily in policies, systems, and defined workplace expectations, there is growing evidence that outcomes are shaped less by what…

robertApril 16, 2026

10 Lessons Every Week

10 Lessons from World of CX with Andrew Alovi

Drawing from Andrew’s perspective, these lessons explore what organizations need to get right internally to deliver better outcomes externally.

robertApril 2, 2026

The World of CX

Making Q2 Count

Q2 is where the real work begins. It is the quarter that separates organizations that plan from those that perform.

robertApril 1, 2026

robert

Experience Management: What Is Working and What Is Not

10 Lessons from Redefining Experience Management Session

10 Lessons from World of CX with Stephen Oyondi Olieka

🌟10 Lessons from World of CX with Irene Muchunu 🌟

Redefining Experience Management

The Secret Engine Behind Great Customer Experiences: An African Perspective

10 Lessons from World of CX with Gary Zeller

10 Lessons from the World of CX Gen Z Workplace Study

10 Lessons from World of CX with Andrew Alovi

Making Q2 Count

The World of CX

10 CX Lessons Every Week

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