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  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.

Nicholas Ouma’s journey from human resources to customer-centric entrepreneurship reminds us that great human experiences is the backbone to thriving businesses.

Amr’s story reminds us that customer experience begins with people, their needs, emotions, and everyday interactions.

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…

Carol’s reflections on Customer Experience highlight both the challenges and the opportunities facing organizations today. Having worked across different countries, she brings a unique perspective on why excellence in CX requires more than good intentions; it needs a mindset shift,…