Welcome to the World of Customer Experience
Our monthly newsletter is here to help you reimagine how customers experience your brand. This edition is all about elevating CX from within! Plus, get a sneak peek at what’s coming up at The CX Academy Africa this March. Let us together create exceptional experiences!
🚀 We Must Elevate CX from Within!
Every team needs to step up the CX game! Does yours have a customer-centric mindset, customer engagement strategies, and problem-solving skills to deliver exceptional customer experiences? These are the key drivers of business success!
Let’s make it happen from inside-out! Our custom-made In-House CX Training equips teams to elevate experiences, strengthen loyalty, and fuel business performance.
📩 Let’s tailor a solution just for you! Reach us at cx@cxacademy.africa or call/ whatsapp us at +254701873777 to kickstart this journey!
🚀 The CX Monthly Webinar You’ve Been Waiting For!
The wait is over! Join us for the inaugural Experience Redefined CX Monthly Webinar on Tuesday, 11th March 2025 as we explore The CX Advantage: How Customer Experience Fuels Business Growth.
🌟 Why You Can’t Miss This Uncover the direct connection between exceptional CX and business success. Gain actionable strategies to drive growth and elevate your customer experience.
💡 Who Should Attend? Business owners, CX leaders, and professionals who want to turn customer experience into business success.
📅 Date: Tuesday, 11th March 2025 ⏰ Time: 11:00 AM – 12: 00 PM 💰 Investment: KES 1,000 📍 Location: Online via Zoom 🎟 Secure your spot now and be part of the CX revolution! 🔥 https://bit.ly/CXAcademyAfrica
🎉Celebrating Women in CX – IWD 2025 💜✨🎉
On March 8th, 2025 – International Women’s Day 🌸, we celebrate the incredible women shaping Customer Experience (CX) and driving change in their organizations.
💡 Women in CX are innovators, problem-solvers, and changemakers, transforming businesses through exceptional customer experiences. Let’s recognize, uplift, and empower them—because when women thrive, CX thrives!
🙌 This week, let us take a moment to intentionally appreciate the women around us—with words of encouragement, gratitude, and recognition. A simple “I see you,” “I appreciate you,” or “Your work matters” can go a long way.
Let’s use our voices to celebrate, empower, and inspire women! Together, we can accelerate action and create lasting impact in the world of business!💜
CCXP Masterclass Success!
We wrapped up CCXP Masterclass Cohort 3! 🎉 In partnership with ClearAction Continuum, we equipped CX leaders across industries with global strategies to elevate experiences and prepared them to excel in their global CCXP certification. Ready to join the CCXP journey?
Register for our free CCXP Open House happening March 13th and discover what’s in store for Cohort 4 starting April 17, 2025!
📌 Register now: https://bit.ly/CCXPPrep
February CX Breakfast Conversations Were Amazing!
We had the absolute pleasure of hosting an incredible lineup of CX leaders for our breakfast conversations—insightful, inspiring, and packed with game-changing ideas! Here’s what they had to say:
“CXers come in as educators. They should show enthusiasm for understanding the whole business and take time to understand each department, their lingo and their pain points.” Rosebella Abok, Global Head of Customer Experience at Engie Energy Access (Africa).
“Adopting a long-term perspective in CX by focusing on bigger aspects such as culture and driving an organization to a certain direction doesn’t happen by fixing problems by articulating your vision as Customer Experience and directly connecting that to the vision of an organization.” Richie Sobayeni, Group Head of Customer Experience Design at Equity Group.
“A CXer’s greatest gift is prioritization- knowing what truly matters and what will move the needle. Create a prioritization matrix that defines your focus, threshold, appetite, direct and expected impact.” Joy Namasaka, Deputy General Manager Client Experience at I&M Bank (K) Ltd.
“Understand your environment and see what you can do in light of it. Start from where you are, seek to push boundaries, find the solutions you seek and pursue whatever it is you are passionate about.” Judith Bogonko,Chief Commercial Officer at Fingo Africa.
Case Study for the Month
Making Pizza More Convenient at Slice Haven 🍕
Case Study Background
Slice Haven, a growing pizza joint, was known for its delicious flavors and great prices. But customers faced common struggles—storing leftovers, eating on the go, and reheating challenges. With many customers being busy professionals, students, and families, Slice Haven realized that great pizza wasn’t enough—they needed to make it easier to enjoy, anytime, anywhere.
Main Challenges Customers Faced
- 🍕 Leftover Storage Issues – Customers found it hard to store unfinished pizza, leading to waste.
- 🚗 Eating on the Go – Many struggled to eat pizza while commuting or at work.
- 🔥 Reheating Problems – Some customers lacked access to microwaves or ovens.
What Slice Haven Did
✅ Better Pizza Boxes They introduced resealable pizza boxes, making it easy to store leftovers without drying out.
✅ Cold Pizza Option A special room-temperature pizza recipe was launched for customers who couldn’t reheat their food.
✅ Portable Pizza Packs New single-slice holders made it easier for people to eat while moving, especially for students and office workers.
The Results
Customer Trust Increased – Post-implementation surveys showed a 40% improvement in customer confidence regarding ingredient authenticity.
Higher Engagement & Sales – Website traffic and social media engagement rose by 30%, directly boosting product inquiries and sales.
Reduced Customer Churn – The brand saw a 25% decrease in customer drop-offs as trust in product claims grew.
Stronger Brand Positioning – Radiance Skincare gained a 50% increase in new customer acquisitions, as transparency became a unique selling point against competitors.
The Results
📈 Happier Customers – Customer satisfaction on convenience jumped by 40%.
🔄 More Repeat Orders – A 25% increase in return customers.
🏆 Stronger Brand Loyalty – Customers now saw Slice Haven as more than just a pizza place—it was a brand that listens.
Conclusion
For restaurants, convenience is just as important as taste. Whether it’s easier storage, portable meals, or reheating solutions, small changes can make a big impact on customer experience and loyalty.
How can your business make life easier for your customers?
We help businesses find practical CX solutions that drive loyalty
Just for Laughs
The “Tech Support” Genius Customer: “My WiFi isn’t working!”
Support Agent: “Have you tried visiting our self-service portal for FAQs”?
Customer: “If I could go online… I wouldn’t need your help!”
Support Agent: “Oh… Would you like me to email you the link?” 🤦♂️😂
Quote of the Month
“How you think of the customer influences how you respond to them.”
Marilyn SuttleWe March On!
The World of CX Virtual Breakfast Conversations Our Weekly Conversations continue to inform and inspire thousands to put the customer at the center of their decisions and actions. This March, we start by marking the International Women’s Day and celebrating the achievements of women around Africa.
Join us on Tuesday, March 04th, as onome deBBie akwara, shares her dynamic CX story.
Sign Up Here to receive the Zoom Link: https://bit.ly/WorldofCX
Develop a Strong CX Foundation for Customer Experience!
Our 6-week virtual training program equips recent graduates and professionals looking to build their CX skills with the foundations of CX. The participants will:- 1. Build essential skills in communication, problem-solving, and empathy. 2. Learn how to manage customer touchpoints and create seamless experiences. 3. Be equipped to resolve customer concerns and turn challenges into growth opportunities. 4. Gain the tools to position oneself for the CX career. 5. Master the strategies that foster customer satisfaction and long-term loyalty.
📅 Start Date: 20th March 2025 💰 Fee: KES 28,500 🔗 Register Here: https://bit.ly/CXAcademyAfrica
🔥 CX Champions: The Key to Success!
An organization powered by CX Champions in every department is unstoppable! When every team owns the customer experience, success isn’t just a goal—it’s a guarantee. We are excited to bring together professionals from diverse industries to explore how they can drive the CX agenda from any role.
Our immersive 6-week journey equips them with the tools, strategies, and mindsets to champion CX within their organizations and create long-lasting impact.
Here is what Hamdi Yasin Ahmedhad to say:- “The CX Champion program has been incredibly enriching, allowing me to deepen my understanding of Customer Experience strategies. It was great to connect with other peers and I’m excited to apply what I have learnt in creating exceptional customer journeys!”
Enroll in Cohort 8 of The CX Champion Training Program, starting March 18, 2025.
🔗 Register today and take this first step towards shaping your future in Customer Experience! https://bit.ly/CXChampionMonthly
Have you found this newsletter insightful? If Yes, please share it with others and help spread the word on the value of Customer Experience.
Let us continue creating exceptional customer experiences and sharing our stories! We are here to walk the journey with you.
Best Regards,
The Customer Experience Academy Africa Team.
For inquiries, reach out to:
📧 cx@cxacademy.africa
📞 +254 701 873 777
🌐 www.cxacademy.africa
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