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Customer experience (CX) is often seen as dashboards, tools, or processes. But as Christine reminded us this week, CX is all about people. It’s about learning, listening, and leading with clarity. These lessons aren’t just professional takeaways—they’re mindset shifts for…

Customer experience (CX) is often mistaken for dashboards, tools, or processes. But as Kavin Da Silva powerfully reminds us: CX is about people. It’s about learning, listening, and leading with clarity. These are not just professional lessons—they’re mindset shifts for…

Many people misunderstand customer experience (CX)—they either reduce it to a set of rules or overlook its true value. But as Kpunsa F. MBINKAR, teaches us: CX is the gold. It’s the heartbeat of any business, any public service, any…

Customer Experience isn’t just about transactions—it’s about transformation. Erik Vermeulen’s take on CX goes deeper than surface-level service. It’s about how people feel, how teams connect, and how brands stay memorable. From his powerful insights, here are 10 lessons that…

Customer Experience (CX) is more than a function—it’s the key to business growth and brand loyalty. Rebekah Kabugo Mugisha’s expertise in CX strategy and business development has empowered organizations to put customers first. From her journey, we gained valuable insights…

Leading Customer Experience is more than just a role—it’s about inspiring an entire organization to put customers at the heart of every decision. Mineh Maina’s 13+ years of experience in customer experience strategy across various sectors has transformed businesses and…

Leading Customer Experience is powerful, but leading in a way that inspires an entire organization to obsess over customer satisfaction is extraordinary. Anna Othoro's journey is a testament to this kind of leadership, where every step she takes sparks meaningful…

It’s one thing to lead Customer Experience and another when your leadership inspires the entire organization to focus on the customer. Even as we celebrate International Women’s Day, we salute onome deBBie akwara for being a super woman who shows…

This week’s Virtual Breakfast guest was a ball of joy and excitement. Judith Bogonko, Chief Commercial Officer at Fingo Africa walked us through her unique journey that started off as an actuarial scientist and somehow every other position that presented…

A story that started off with a passion for medicine morphed into excellence in leading teams to offer exceptional service to customers. Joy Namasaka, current Deputy General Manager Client Experience at I&M Bank Ltd walked us through her 21-year journey…