Join the Celebrations!
October brings two of the biggest moments in the CX calendar, Customer Service Week (October 6–10) and CX Day (October 7).
This year’s CSW theme, “Mission Possible,” shines a light on what often feels impossible: holding on to our customers for life.
At The CX Academy Africa, we know that customer loyalty is a mission possible.
Throughout October, we will share bold, practical ways to use data, technology, and empathy to create personalised experiences that win trust and keep customers coming back for life.
Together, let us push past the limits and create new possibilities for our customers!
September Highlights
Africa CX Leaders Speak In One Voice!
We were honored to partner in the Africa CX Leaders Forum in Kigali, Rwanda where CX thought leaders, practitioners, and change-makers came together to shape the future of customer experience across the continent.
Over two days of rich learning and collaboration, our faculty members- Duncan Juma (Master of Ceremonies), Paul Kitemu, and Dr. Lucy Kiruthu played key roles in shaping the dialogue. They contributed meaningfully through moderating panels, leading workshops, and guiding conversations on CX technologies, professional growth, and balancing budget realities.
The insights and partnerships forged at the forum signal a strong future where African businesses and governments reimagine both customer and citizen experience.
Driving Customer-Centricity – Arusha, Tanzania.
The CX Academy Africa led passionate Tanzanian leaders through a dynamic 2-Day Customer Experience Leadership Workshop in Arusha. Bringing together professionals from diverse industries, the workshop featured experiential learning and explored practical strategies and tools for building customer-centric cultures that deliver measurable growth.
We’re excited to be part of the CX revolution in Tanzania!
Reflections from September Experience Redefined Webinar
In September, Dr. Lucy Kiruthu guided us through Personalization at Scale: How to Make Every Customer Feel Valued, exploring what personalization means for customers and why it’s a powerful growth strategy for businesses. From remembering preferences to using AI for real-time recommendations, the session highlighted that personalization is no longer optional, it is the competitive edge.
The key takeaway? Personalization shows customers they are known, understood, and valued, and when done right, it drives loyalty and growth.
📅 Coming Up in October
On October 14th we will breakdown: Customer Complaints as a Goldmine: How to Turn Negative Feedback into Growth. Join us as we discover how complaints, when handled well, can fuel innovation, loyalty, and build long-term business success.
👉 Sign up here: bit.ly/ExperienceRedefinedMonthly
☕ Africa’s CX Stories: September Virtual Breakfast Conversations!
Our Virtual Breakfast Conversations continue every Tuesday at 7:30 a.m. (EAT).
In September, we hosted exceptional CX leaders from across Africa who shared their CX Stories and the lessons learned along their journeys. From rethinking employee experience, aligning culture with CX, empowering customers, embracing personal growth, and linking marketing to CX the conversations challenged us to view customer experience as a true catalyst for transforming both people and organizations.
Here are some of the powerful reflections our guests shared:
- “ Customer Experience thrives when Marketing, HR, and Customer Experience work in synergy. Marketing makes the promise, HR ensures employees embody the brand, and CX delivers the promise in reality. ”
—Caroline Maajabu Mbaga, Managing Director and Lead Consultant, Real Interactiv Inc. - “ Internal customer experience is critical because staff can only give what they have. The employee experience tools and processes must be right for customers to win.”
—Clotilda Mulenga, Executive Head CX, First National Bank Zambia - “Culture is the foundation of everything; strategies and tools only succeed when an organization’s people are aligned with its purpose and values.”
—Marie Francine UMULISA, Head Customer Experience Management, Bank of Kigali - “There’s value in investing in Customer education. Empowering your customers with knowledge on your products/ services/ systems reduces complaints, increases satisfaction, and builds confidence in your solutions.”
—Liliose Nyinawinkindi, Head of Customer Experience, Equity Bank Rwanda - “Personal and professional evolution depend on clarity of purpose, hunger for growth, and the courage to embrace change.”
—Steven Kagame, Customer Experience Futurist
Case Study for the Month
How SpicyHub Used Data to Make Every Customer Feel Valued
Business: SpicyHub is a fast-growing casual dining chain with outlets across East Africa, offering both dine-in and delivery through its mobile app.
🔍 The Challenge
Despite steady sales, SpicyHub noticed customer loyalty was slipping. CX metrics revealed:
- NPS dropped from 42 to 25 in one year.
- Complaints about generic offers and irrelevant promos were rising.
- 60% of first-time app users never placed a second order.
Customers felt like just another number, rather than valued guests.
✅ What SpicyHub Did
- Mapped Customer Preferences with Data
By analyzing order history and feedback, SpicyHub identified favorite meals, order times, and branch-specific trends. - Introduced Personalized Offers
Instead of blanket discounts, the app began sending deals tied to individual preferences, for example, “Enjoy 10% off your favorite super spicy chicken this Friday.” - Launched Birthday & Loyalty Rewards
Customers received free desserts on birthdays, and regulars were recognized with “thank you” notes and rewards. - Community-Level Personalization
Branches introduced localized menus and promotions tailored to neighborhood tastes and events.
📈 The Results (After 6 Months)
- Repeat app orders increased by 52%
- NPS climbed back up to 80
- Customer complaints about “irrelevant offers” dropped by 70%
- Retention among first-time users improved by 50%
Conclusion
SpicyHub demonstrated that personalization is not about gimmicks, it is about recognition. By tailoring menus, offers, and experiences to customer needs, they built stronger emotional connections, turning casual diners into loyal advocates.
Quote of the Month
“Every organization holds the power to create moments that matter, moments that turn transactions into trusted relationships and customers into lifelong advocates. That is the heart of Mission Possible.” Lucy Kiruthu
Just for Laughs
Staff 1: “How do you survive Customer Service Week?”
Staff 2: “Simple…one sweet at a time… and an extra slice of cake.” 😂
Staff 1: “Cake? So that’s the secret behind your all week smile!”
Staff 2: “Exactly, sugar rush equals temporary superpowers. It is our Mission Possible!” 😂😂
🎉 Customer Service Week 2025: Mission Possible!
From 6th–10th October 2025, organizations across the world will celebrate Customer Service Week and honor frontline teams that have committed to service excellence as a daily practise. This year’s theme, Mission Possible, invites organizations to rethink how they deliver exceptional customer experiences.
At The Customer Experience Academy Africa, we’re here to help you make your #CSW2025 memorable with resolutions that go beyond Customer Service Week!
Here’s how we can bring Mission Possible to life for your team:
✔️ Interactive talks to inspire and energize staff
✔️ Fun team activities that boost engagement
✔️ Customized training to sharpen CX skills
✔️ Team-building sessions to strengthen collaboration
✔️ Recognition programs to celebrate and reward excellence
👉 Register your organization today and let’s co-create an unforgettable CS Week experience: https://bit.ly/CSWeek2025
Our Gift to you this October!
The World of CX Virtual Breakfast Conversations Continues ☕
On CX Day Tuesday, 7th October 2025 Join Paul Kitemu, Dr. Lucy Kiruthu, and Duncan Juma for a powerful special session!
We will unpack this year’s Customer Service Week theme: Mission Possible and reveal what it truly takes to make the Customer Experience Mission Possible!
📌 Register and get the Zoom link here: https://bit.ly/WorldofCX
Be part of our community of change makers shaping the future of CX in Africa!
Master Customer Experience one Webinar at a time!
Every Complaint is an Opportunity to Improve!
Behind every dissatisfied customer is an insight that can transform our business if handled effectively.
Join us on 14th October for The Experience Redefined: Mastering CX for Business Success Webinar as we explore how to handle complaints, build a stronger complaints management process, and regain customer trust.
📅 Tuesday, 14th October 2025
🕚 11:00 AM – 12:00 PM (EAT)
💳 KES 1,000 | MPESA Till No: 4187710
🔗 Register here: bit.ly/ExperienceRedefinedMonthly
💡 What to expect:
✔️ How to shift your mindset to see complaints as opportunities, not threats.
✔️ Practical steps to build a robust complaint resolution process.
✔️ Ways to use feedback to drive continuous improvement and trust.
👉 Reserve your spot and learn what it takes to turn customer complaints into a growth engine: bit.ly/ExperienceRedefinedMonthly
🎉 Customer Service Week 2025: Mission Possible!
From 6th–10th October 2025, organizations across the world will celebrate Customer Service Week and honor frontline teams that have committed to service excellence as a daily practise. This year’s theme, Mission Possible, invites organizations to rethink how they deliver exceptional customer experiences.
At The Customer Experience Academy Africa, we’re here to help you make your CS Week memorable with resolutions that go beyond Customer Service Week!
Here’s how we can bring Mission Possible to life for your team:
✔️ Interactive talks to inspire and energize staff
✔️ Fun team activities that boost engagement
✔️ Customized training to sharpen CX skills
✔️ Team-building sessions to strengthen collaboration
✔️ Recognition programs to celebrate and reward excellence
👉 Register your organization today and let’s co-create an unforgettable CS Week experience: https://bit.ly/CSWeek2025
Build an Army of CX Champions!
Would you like to empower a cross-functional team to lead the CX agenda across your organization?
The CX Champion Training Program is here to actualize that reality.
Starting 14th October, this 6-week comprehensive program will share a wholistic view of Customer Experience,from setting service standards, managing feedback, to effective communication and aligning teams around customer needs and expectations.
By the end of the program, participants don’t just understand CX, they champion it; driving business growth and the CX culture within the organization.
📍 Register your team today:http://bit.ly/CXChampionMonthly
Take the Next Best Step Towards The CCXP Global Certification
The Certified Customer Experience Professional (CCXP) Credential is what you achieve if you want to solidify your expertise in leading CX and join a community of like-minded professionals in knowledge sharing and best practice exchange across the globe..
The CX Academy Africa in partnership with ClearAction Continuum is preparing CX leaders to confidently sit for the CCXP examination and redefine how they lead CX strategy, measure experience and innovate.
🎓 CCXP Masterclass – Cohort 6 starts 23rd October 2025
📌 5 high-impact modules | CCXP 100 Sample Questions
👉 Register here: https://bit.ly/CCXPPrep
Shaping the Future of CX is a Mission Possible!
Found this newsletter valuable? Please share it with your team and spark fresh inspiration with the power of CX!
At The CX Academy Africa, we walk with you in turning everyday opportunities into a true Mission Possible.
Warm regards,
The Customer Experience Academy Africa Team
📧 cx@cxacademy.africa
📞 +254 701 873 777
🌐 www.cxacademy.africa
