10 Lessons Every Week70

Customer experience is often spoken about as strategy, design, and transformation. Yet in practice, it is deeply human work, requiring courage, discipline, and influence. In this conversation, Chantel Botha shared reflections from over three decades in CX leadership, unpacking what…

Customer experience is widely talked about across African organisations, yet many still struggle to turn intention into consistent outcomes. The challenge is not knowing what good CX looks like, but making it work in practice. In this conversation, Dominic Manhundu…

Turning CX intentions into real business results is the true test of customer experience. During the recent “Turning 2026 CX Priorities into Results” virtual breakfast conversation, the CX Academy Africa Faculty led a dynamic discussion on how organisations can embed…

In reality, Customer Experience is the business itself, we are in the business of serving customers.  During our recent “Elevating Experiences in 2026” virtual breakfast conversation with the CX Academy Africa Faculty, we explored how organizations can prepare for the…

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.