An Opportunity to Plan for Better Customer Experiences in 2026
As 2025 draws close to the end, November offers the perfect moment to reflect and reset our Customer Experience. This month, we focus on culture as the heartbeat of great customer experiences. Let us intentionally build values, actions, and mindsets that keep the customer at the center and power better experiences in 2026.
October Highlight
Customer Service Week 2025 – Mission Possible
October was a special month as organizations across the globe celebrated Customer Service Week 2025, inspired by the theme “Mission Possible.”
From creative internal activations to impactful customer appreciation initiatives, teams showcased what it truly means to make exceptional experiences a shared mission. As we supported organizations in bringing this theme to life, we were reminded that true customer loyalty grows where empathy is practiced, consistency is upheld, and service is delivered with purpose.
The global celebrations also shone a spotlight on the everyday heroes who make the customer experience mission possible. Let’s continue holding on to the truth that every customer mission is indeed possible.
Honouring Our CX Champions!
We celebrated a new team of CX Champions for successfully completing the CX Champion Training Program. This milestone marks the beginning of their journey to redefine customer experience and boldly represent the customer voice within their organizations.
The CX Champion Training Program – Cohort 10
On October 14th, 2025, we kicked off Cohort 10 of the CX Champion Training Program a transformative six-week journey equipping CX professionals with the tools to build customer-centric cultures, master customer experience, and drive meaningful organizational change.
👉 Each CX Champion is a catalyst for change, turning knowledge into action.
We celebrate every participant who has taken the step to grow, learn, and lead with purpose.
📅 Next intake: February 2026
🔗 Register for the next cohort: https://bit.ly/CXChampionMonthly
CCXP Masterclass Cohort 6 – Final Cohort of 2025
On October 23rd, we launched the final CCXP Masterclass cohort of 2025, in partnership with ClearAction Continuum.
This comprehensive five-week journey is designed for CX leaders seeking to attain the CCXP certification while redefining CX leadership from a global perspective. From mastering the CXPA CX Framework to unlearning and relearning global best practices, this team is poised for growth and impact.
📩 Interested in joining the next cohort in 2026?
🔗 Register your interest here: bit.ly/CCXPPrep
Reflections from the October Experience Redefined Webinar
In October, Dr. Lucy Kiruthu led a thought-provoking session titled “Customer Complaints as a Goldmine: How to Turn Negative Feedback into Growth.”
Through real-life examples and practical frameworks, she reminded us that every complaint carries valuable insight a chance to fix gaps, strengthen relationships, and enhance trust. When organizations listen, empathize, and act with speed, they transform dissatisfaction into loyalty.
📅 Coming Up in November:
Building a Customer-Centric Culture: From Top Leadership to Every Employee November 11th, 2025
🔗Sign up here: bit.ly/ExperienceRedefinedMonthly
Africa’s CX Stories: October Virtual Breakfast Conversations
Our Virtual Breakfast Conversations continued every Tuesday at 7:30 a.m. (EAT), featuring inspiring CX leaders from across Africa.
Their stories reminded us that the Customer Experience Mission truly is possible when empathy, leadership, and collaboration meet. From reimagining workplace culture and empowering frontline teams to seeing feedback as a tool for growth, each conversation offered practical lessons that redefine how we lead and serve.
Here are some of the powerful lessons and reflections of our guests.
- “Change sticks when leadership believes in it. CX grows stronger when it moves from the frontline to the boardroom.”
— Dorothy Kyeyune, CEO, Mwoyo Experience - “At the heart of every great brand is empathy. Customer experience thrives when organizations choose to care genuinely about the people they serve.”
—Nicholas Ouma, CEO, Kismat Credit Ltd - “Great leadership often begins at the frontline, where empathy, patience, and understanding of customer needs are built.”
—Amr Helmy, Co-Founder, CXEGA - “ Leading with empathy and consistently upholding excellence makes the Customer Experience Mission Possible.”
—Faculty Members, The CX Academy Africa
Case Study of the Month:
How SafeBank Reinvented Culture to Build Trust and Loyalty
SafeBank is a mid-sized retail bank operating across Africa, offering branch, online, and mobile banking services to over 1.2 million customers.
The Challenge
Despite steady account growth, SafeBank faced rising dissatisfaction and declining trust:
- Customers reported confusing fee structures and unexpected charges.
- Service response times were inconsistent, averaging seven days per complaint.
- Long-term clients were switching to competitors citing lack of personalized care.
- Sentiment surveys revealed a trust score of just 54/100, signaling deeper cultural and service challenges.
SafeBank’s leadership realized that the root issue wasn’t just process inefficiency, it was cultural. Complaints were being treated as disruptions rather than as valuable insights for learning and growth.
What SafeBank Did
- Redefined Its Service Culture
Leadership championed a new internal mantra: “Every interaction builds trust.” Teams were encouraged to view each customer conversation as an opportunity to reinforce confidence and care.
- Implemented a Transparent Fee & Communication System
The bank simplified its fee structure and proactively communicated changes through email, SMS, and in-app alerts signaling a culture of openness and accountability.
- Launched a “Voice of the Customer” Dashboard
Feedback and complaints were categorized by type, branch, and urgency, helping teams identify recurring issues and drive collaborative problem-solving.
- Personalized Support Programs
Dedicated account managers were assigned to high-value and long-term customers, while automated follow-ups ensured that every client felt heard and valued.
- Empowered and Trained Frontline Staff
Branch teams participated in empathy and problem-solving workshops designed to shift mindsets — from “handling complaints” to “owning the customer experience.”
The Results (After 6 Months)
- Trust score rose from 54/100 to 82/100
- Customer churn decreased by 30%
- Complaints about fees and service delays dropped by 65%
- Satisfaction with digital channels climbed to 88%
Conclusion
SafeBank’s journey shows that sustainable customer experience transformation begins with culture. By listening deeply, empowering teams, and embedding empathy into daily actions, the bank turned feedback into a foundation for growth rebuilding trust and loyalty from the inside out.
Quote of the Month
“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” Donald Porter
Just for Laughs
Team Leader: “Remember, every complaint is a goldmine.”
Staff: “Then I must be sitting on a whole mountain by now!”
Team Leader: “Keep digging, there is loyalty somewhere deep down there!” ⛏️😅
What is Happening this November!
The World of CX Virtual Breakfast Conversations Continues
Our weekly Tuesday morning sessions are a space where stories shape practice and where the CX community across Africa and beyond finds practical inspiration.
📌 Register to receive the Zoom link: https://bit.ly/WorldofCX
Master Customer Experience for Business Success one Webinar at a time!
Great CX doesn’t start with customers; it starts with culture.
Join us for Experience Redefined: Mastering CX for Business Success, as we unpack how to build a customer-centric culture that thrives from top leadership to every employee.
📅 Tuesday, 11th November 2025
🕚 11:00 AM – 12:00 PM EAT
💰 Investment: KES 1,000 | MPESA Till No: 4187710
🔗 Register: bit.ly/ExperienceRedefinedMonthly
What you’ll walk away with:
✅ Practical ways to embed customer-first thinking across your organization
✅ Key steps for creating a CX-driven culture that delivers long-term results
Reserve your spot and join us as we learn what it takes to build a customer-centric culture that drives lasting business success.
Book One Hour Virtual Interactive CX Session
In just one hour, discover how to master CX strategies that fuel loyalty, growth, and long-term business success.
Book a 1-hour CX session and learn how to:
✅ Solve real-world CX challenges
✅ Build a customer-obsessed culture
✅ Walk away with tools you can apply immediately
🔗 Reserve your spot and transform the way your team delivers CX: www.bit.ly/CXAcademyAfrica
Unlock the full potential of Experience with ElevateX.
As 2026 approaches, it is time to reimagine how you connect with both employees and customers. ElevateX, is a custom-made transformation journey, that helps organizations align Employee Experience (EX) and Customer Experience (CX) to drive sustainable business growth.
Through ElevateX, you will:
✅ Harness the power of insights
✅ Cultivate a culture of excellence
✅ Accelerate business growth and transformation
🔗Start planning your ElevateX journey for 2026 today by Registering your organization today: www.bit.ly/CXAcademyAfrica
Let us shape the future of Customer Experience together.
If this newsletter has sparked new ideas or inspired you, please do not keep it to yourself! Share it with your team, your peers, or someone who is passionate about driving meaningful Customer Experiences.
At The CX Academy Africa, we are here to walk with you every step of your CX journey.
Need support or have any questions? Please get in touch
📧 cx@cxacademy.africa
📞 +254 701 873 777
🌐 www.cxacademy.africa
