This September, our focus is on building Experience Management capability across the organisation.
Great experiences are not created by individuals alone. They are enabled by the organisation’s systems, processes, leadership, culture, tools, and ways of working.
This month, we ask: Are we building the organisational capability to consistently manage and improve experiences?
Experience Management becomes sustainable when it is embedded into how the organisation leads, decides, operates, measures, and improves.
Let us make September a month of building Experience Management capability across the organisation.
Congratulations, Paul Kitemu, CCXP!
In August, we celebrated Paul Kitemu, a member of the CX Academy Africa faculty, on earning his Certified Customer Experience Professional (CCXP) accreditation.
We are proud to celebrate this achievement with Paul and to have him as part of our faculty, contributing to the growth and development of Customer Experience professionals across Africa.
His achievement is a great reminder that building Experience Management capability also means continuing to learn, grow, and strengthen our own expertise.
Congratulations once again, Paul, on this important milestone! 🎓
Congratulations, Debora!
We also celebrate Debora on successfully completing the CX Champion Programme.
Her achievement marks another step in her Customer Experience learning journey and reflects the importance of continuously building practical CX knowledge and capability.
Congratulations, Debora, on completing your CX Champion journey! 👏
What We Are Noticing
As Experience Management evolves, organisations are recognising that capability cannot sit within a single CX team.
Understanding customers, using insights, improving journeys, and making better experience decisions must become an organisational wide capability and not a specialist function.
Yet many organisations still treat capability building as occasional training rather than an ongoing organisational priority.
Building this capability requires the right leadership, processes, systems, tools, governance, and ways of working to enable consistent Experience Management across the organisation.
When capability is embedded across the organisation, Experience Management becomes part of how the organisation thinks, decides, operates, and improves.
Let Us Ask Ourselves
- Is Experience Management an organisational capability or a CX team responsibility?
- Are our systems and ways of working enabling consistent Experience Management?
- Can our organisation consistently turn customer insight into action?
ICX CEO Breakfast Forum 2026
Leading for Return on Experience: Reimagining Value in the Age of AI
Our faculty members, Dr. Lucy Kiruthu, joined CX leaders and industry professionals at the ICX CEO Breakfast Forum 2026.
The forum explored how organisations can turn experience into real value for customers, employees, businesses and stakeholders, while rethinking leadership and experience in the age of AI.
Our CX professionals body ICX- Kenya continues to provide opportunities for engaging conversations on Customer Experience.
World of CX: Weekly Virtual Breakfast Conversations
Every Tuesday morning, we come together to explore the ideas, challenges, and opportunities shaping Customer Experience.
Our World of CX Breakfast Conversations provide a platform for professionals across industries to share experiences, challenge perspectives, and learn practical approaches to creating better customer, employee, and citizen experiences.
As we focus on capability building this month, these conversations continue to provide an opportunity to learn from different perspectives and strengthen the thinking that supports better Experience Management.
Join us each week as we continue the conversation.
🕢 Time: 7:30 – 8:30 AM (EAT)
💰 FREE
🔗 bit.ly/WorldofCX
Our CX Learning Journey
At CX Academy Africa, we support professionals at different stages of their Customer Experience journey, from developing their foundational knowledge to strengthening practical skills, strategic leadership capability, and professional expertise.
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Foundations of Customer Experience Excellence
We provide a strong foundation in Customer Experience by introducing the principles and practices professionals need to understand and contribute to better experiences.
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CX Champion
We deepen practical Customer Experience knowledge and equip professionals to apply CX thinking within their roles and organisations.
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Mastering Customer Experience for Business Success
Through immersive, hands-on learning, we develop the capabilities to strategically elevate customer experience, aligning culture, teams, measurement, and innovation with business growth priorities.
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CCXP Preparation Masterclass
We support professionals pursuing deeper expertise and preparing for the global Certified Customer Experience Professional (CCXP) examination.
We are here to walk with you!
Case Study of the Month: How AfyaConnect Built Experience Management Capability Across the Organisation
The Challenge
AfyaConnect, a growing healthcare services organisation, had invested in improving Customer Experience, but most of the responsibility still sat with its CX team. While frontline employees were expected to deliver good service, many lacked a clear understanding of how their daily actions influenced the overall customer journey.
Managers were largely focused on operational targets, while senior leaders supported CX initiatives but were not consistently involved in experience-related decision-making.
The organisation recognised that improving Customer Experience could not depend on one team. It needed to build Experience Management capability across the organisation.
What They Did
AfyaConnect developed a capability-building approach that involved people at different levels of the organisation.
Senior leaders were introduced to Experience Management principles and how customer insights could inform business decisions. Managers were equipped with practical tools to identify experience gaps, interpret customer feedback, and translate insights into team actions.
Frontline teams received practical learning on understanding customer needs, identifying pain points, and taking ownership of the experiences they influence every day. The organisation also brought different functions together to map key customer journeys and identify where teams could work together to improve the experience.
Rather than relying on the CX team to drive every improvement, AfyaConnect began building the knowledge, skills, and ownership needed to manage experiences across the organisation.
The Results
- More employees understood how their roles influenced the customer experience.
- Managers became more confident in using customer insights to guide team decisions.
- Cross-functional teams identified and addressed recurring customer pain points more effectively.
- CX conversations became more common in team and leadership discussions.
- The organisation developed greater ownership of Experience Management beyond the CX function.
The Lesson
AfyaConnect’s experience showed that building Experience Management capability is not about training one team. It is about equipping people across the organisation with the knowledge and skills to understand, influence, and improve experiences.
When capability is built at every level, Experience Management becomes part of how the organisation works, not the responsibility of one department.
Just for Laughs
Manager: We need to build CX capability across the organisation.
Team: Great! What are we changing? 👀
Manager: How we lead, decide, work, measure, and improve.
Team: So… not just telling others to “be more customer-focused”? 😅
Manager: Exactly.
Team: And not creating another CX only initiative? 👀
Manager: Exactly!
Team: Hmm… sounds extremely amazing. We are in!!
Quote of the Month
“An organization’s ability to learn, and translate that learning into action rapidly, is the ultimate competitive advantage.” Jack Welch
Build a Strong Foundation in Customer Experience
Where does effective Customer Experience management begin? It starts with understanding the fundamentals.
The Foundations of Customer Experience Excellence programme is designed for professionals looking to build a strong understanding of Customer Experience and develop the knowledge, skills, and tools needed to contribute to better experiences.
The next cohort begins 16 September 2026.
📅 Starts: 16 September 2026
🔗 bit.ly/FoundationsofCXExcellence
Build the knowledge. Strengthen the capability. Create better experiences.
Join Us in Kigali for ACXLF 2026
The Africa Customer Experience Leaders Forum 2026 is happening 16–18 September in Kigali, Rwanda, and CX Academy Africa is once again an Industry Partner of the forum.
Under the theme “Redefining Customer & Citizen Experience Leadership in a Transforming Africa,” the forum brings together CX and customer leadership professionals from across the continent for meaningful conversations, insights and connections.
Join us in Kigali and be part of the conversation.
📍 Mövenpick Kigali
📅 16–18 September 2026
🔗 Register: cxleadersforum.org
Looking Ahead: Customer Service Week 2026
As Customer Service Week 2026 approaches, organisations have an opportunity to turn celebration into business value.
Customer Service Week is more than recognising teams. It is a powerful opportunity to reinforce customer-centric culture, strengthen employee engagement, build customer experience capability, and reconnect every employee with the value they create for customers.
This year’s theme, “The Extra Mile,” challenges us to ask: What enables our people to consistently go the extra mile and what can we do to make exceptional service part of how we work every day?
Whether you are planning a team celebration, customer experience activation, leadership engagement, learning session, or organisation-wide programme, we can help you design an experience that goes beyond the week and creates lasting value.
Planning your Customer Service Week 2026?
Let us make it meaningful. Let’s make it count.
📅 5–9 October 2026
🔗 bit.ly/CustomerServiceWeek2026
Let Us Continue Building Experience Management Capability Together
Thank you for being part of The CX Academy Africa community.
We hope this edition offered fresh perspectives on strengthening Experience Management as an organisational capability.
Let us continue building organisations across Africa that turn experience ambition into consistent execution and measurable business value.
📧 cx@cxacademy.africa
📞 +254 701 873 777
🌐 www.cxacademy.africa
