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We were glad to learn from The CX Academy Africa Faculty on “Elevating XM in 2026,” a session that highlighted how customer experience is evolving into full experience management. Drawing lessons learned in 2025, from emerging trends in AI, real-time…

Joram Mwinamo’s journey reflects the power of vision, strategic thinking, and a relentless focus on customer experience.

"Customer Experience is not just about what the customer says; it’s about how they feel", the CX Champions.

Christine Biraro’s story reflects the power of growth, humility, and perseverance in building a customer-centric culture in Africa.

  Mugomi Kange’s journey from frontline customer care to leading acquisition and retention at Safaricom is a powerful reminder that customer experience is not a job title, it is a mindset and culture that shapes every part of an organization.…

From early days in corporate leadership Dr. Dorothy Kyeyune has built a legacy around helping organizations understand what true customer loyalty means, not as a strategy, but as a culture.