Welcome July!
As we step into the second half of this year, July offers us a meaningful checkpoint; it is a chance to pause, reflect, and realign our customer experience efforts. It is also a moment to celebrate the progress we have made in the first half and to refocus our energy on key CX priorities that will shape the rest of the year.
This month, we remain committed to shaping the future of Customer Experience and amplifying Africa’s CX stories one step at a time.
Here is what is coming up in July:-
What’s New!
Experience Redefined Blog Spotlight
Are You Really Ready for Omnichannel?
Let us be honest, customers do not care about our systems. They just want seamless experiences. Our latest blog post explores why omnichannel is not just a CX buzzword but a vital business strategy.
Whether yo are a business leader, entrepreneur, or CX champion, this is a must-read if you are ready to stop making customers repeat themselves across channel. Read the blog now:https://cxacademy.africa/category/experience-redefined-blog/
Free CX Tools & Templates, Created with You in Mind
Inspiration is important, but execution matters even more. That is why we have curated a growing library of ready-to-use CX tools and templates to power your journey and drive action. Please Download now: https://cxacademy.africa/templates/
We are here to support you build your CX competence!
June Highlights
We are Now a CXPA Affiliate! 🎉🌍
We are excited to announce a major milestone: The CX Academy Africa is now an official Affiliate of the Customer Experience Professionals Association (CXPA)!
This affiliation strengthens Africa’s connection to the global CX community creating fresh opportunities for learning, collaboration, and innovation.
Be on the lookout for what is coming next in this regard!
Reflections from Our June Experience Redefined Webinar
In our June webinar “Experience Redefined: Mastering CX for Business Success,” we explored Service Excellence in a Digital Age specifically Winning with OmniChannel CX
Highlights:
- Mark Kaigwa, Founder & CEO of Nendo, unpacked tech pitfalls in CX digitization.
- Dr. Lucy Kiruthu, CX Academy Faculty, shared practical omnichannel strategies and service alignment tips.
Don’t miss the next webinar on July 8th
Register now: www.bit.ly/ExperienceRedefinedMonthly
A Successful CCXP Masterclass Open House
On June 19, we hosted an engaging Open House with Lynn Hunsaker, CCXP and Dr. Lucy Kiruthu, CCXP, where we:
✅ Explored the value of CCXP certification
✅ Shared tips on applying for CCXP certification
✅ Introduced the upcoming CCXP 5-Week Masterclass launching July 24.
Ready to begin your CCXP journey?
🔗 Register here: https://bit.ly/CCXPPrep
CX Virtual Breakfast: Powerful CX Insights!
The CX Virtual Breakfast Series in June served up more than just conversation; it was a masterclass in resilience, innovation, and lived experience. Our guest speakers shared powerful truths drawn from real journeys.
Here are the lessons we learned that stuck with us:
- “Purpose isn’t always loud; it’s often a gentle nudge, showing up again and again until you finally dare to listen.”
— Doreen Kissoky, Head, Customer Experience – NMB Bank Plc - “The best innovations don’t start in the boardroom; they start outside the building, with real people and real problems.”
— Mark Kaigwa, Founder & CEO – Nendo - “Your first customer experience role doesn’t need a title, it just needs heart. Whether you’re 13 behind a family counter or 30 in a boardroom, what matters most is how you show up.”
—Justine Andrea Nansubuga, Manager – Marketing, Communications & Customer Experience, Jubilee Health Insurance Uganda - “Visibility is as important as ability. Talent alone won’t open doors, people need to know what you bring to the table. Speak up, show up, and own your impact.”
— Joan Ntabadde Kyeyune, President, CX Association of Uganda
Case Study for the Month
How a Fintech Company Delivered Seamless Omnichannel CX to Build Trust and Loyalty
Business: PayLink Africa is a rising fintech startup offering mobile payments, savings, and loan services to users across East and West Africa.
🔍 The Challenge
As PayLink Africa expanded, they faced increasing customer frustration across their service channels. Pain points included:
-
- Delayed responses on social media and WhatsApp
- Confusion due to inconsistent messaging between channels
- Customers needing to repeat issues multiple times across support touchpoints
What PayLink Africa Did
✅ Mapped and Streamlined the Customer Journey
The team conducted journey mapping workshops to identify friction points and align communication across channels. This formed the foundation for a unified support strategy.
✅ Launched an AI Chat Assistant with Smart Handover
They introduced a chatbot on WhatsApp and the app to handle FAQs and simple requests. Complex issues were smoothly transferred to human agents with full conversation history retained.
✅ Integrated Channels Through a Central CRM
Support interactions from WhatsApp, the mobile app, and the web portal were integrated into one CRM system. This ensured customers never had to repeat themselves, and agents had full context.
✅ Trained Support Teams on Omnichannel Etiquette
Frontline teams were equipped with new protocols and tools to deliver consistent service, whether on chat, phone, or in-app messages. Regular feedback loops helped maintain quality.
📈 The Results (After 3 Months)
-
- 35% Decrease in Customer Escalations
- 50% Faster Average Resolution Time
- 28% Increase in Customer Retention
- NPS Score Rose from 18 to 42
Conclusion
PayLink Africa’s CX success shows that winning in the digital age is about connecting the dots across channels. By prioritizing seamless service delivery, smart tech integration, and human empathy, they turned complexity into clarity, and customers noticed.
Quote of the Month
“We see our customers as invited guests to a party, and we are the hosts. Our job is to make every moment smooth.”
— Jeff Bezos, Founder of Amazon and champion of customer-first innovation.
Just for Laughs
Customer: “So now when I click ‘reset password,’ I won’t get stuck in an endless loop of security questions?”
Support: “Never again, Mr. Mwangi! We’ve smoothed the journey, one click and you are back in business.”
Customer: “Even the one about my childhood nickname?”
Support: “Gone. We figured you would rather not confess that your nickname was ‘Mr. Chapo Extra.’” 😅🥘
What is Happening this July!
The World of CX Virtual Breakfast Conversations Continues!
Join us every Tuesday 7:30 – 8:30 am (EAT) as we uncover the insightful CX journeys of dynamic CX leaders transforming customer experience across Africa. Sign up here to receive the Zoom link: https://bit.ly/WorldofCX
Master Customer Experience one Webinar at a time!
Join us on Tuesday, 8th July 2025, at 11:00 AM (EAT) for an engaging session where we unpack how to spot and stop the small CX frustrations that make a big impact.
Topic: From Friction to Flow- Eliminating Pain Points in the Customer Journey
What You’ll Walk Away With:
✅ Practical steps to eliminate customer pain points
✅ Tools to design effortless, end-to-end customer experiences
💡 Who Should Attend?
Entrepreneurs, CX leaders, team managers, digital service owners, and anyone ready to simplify and elevate how customers experience their brand.
📍 Location: Online via Zoom
💰 Investment: KES 1,000 | MPesa Till No: 4187710
🔗 Register here: www.bit.ly/ExperienceRedefinedMonthly
See you there!
CCXP Masterclass Cohort 5 on 24th July 2025!
The wait is almost over!
Our CCXP Masterclass – Cohort 5 officially begins on Thursday, July 24, 2025.
Led by global CX expert Lynn Hunsaker, CCXP, this intensive 5-week program dives deep into the five core CXPA competencies, preparing participants for certification and real-world leadership in customer experience.
💡 Whether you are pursuing CCXP certification or simply seeking to deepen your CX expertise, this Masterclass offers practical tools and insights to help you lead with confidence in any CX environment.
🗓 Start Date: Thursday, July 24
🕕 19:30 – 21:00 EAT
🎯 Register now: bit.ly/CCXPPrep
CX for Mastery Leaders – 2-Day Transformative Learning Journey| July 31–August 1 | Nairobi, Kenya
We look forward to engaging with CX Leaders for a 2-day in-person learning journey. The experience will cover advanced CX strategies and CX leadership, change management, journey transformation, and influencing the C-Suite, all in an engaging, interactive format.
📍 Location: Nairobi, Kenya
🗓 Dates: Thursday, 31st July – Friday, 1st August 2025
💰 Investment: KES 63,800
Registration link: https://bit.ly/CXAcademyAfrica
This is your opportunity to learn, connect, and lead boldly in an ever evolving CX landscape.
Let Us Keep the CX Momentum Going
If this newsletter sparked a new idea, please pass it on to a colleague or fellow CX enthusiast. Let us grow a more customer-centric Africa one conversation at a time.
Whether you’re just starting your CX journey or already leading CX, as The CX Academy Africa, we are here to walk with you.
Let us redefine experience. Let us shape the future!
Warm Regards,
The CX Academy Africa Team
📧 Email: cx@cxacademy.africa
📞 Call/WhatsApp: +254 701 873 777
🌐 Website: www.cxacademy.africa
