September: Measure, Improve, Excel
A new month brings a new opportunity to deepen how we understand and elevate customer experiences. At The CX Academy Africa, September is all about measuring what matters most.
This month, we will be unpacking the essentials of CX metrics: how to identify the right measures, interpret what they reveal about customer satisfaction, and use those insights to spark meaningful improvements. By learning to track and analyze performance over time, we will discover how customer insights drive loyalty, growth, and overall business performance.
Let’s dive into the newsletter!
August Highlights
ICX CEO Breakfast Forum 2025
The CX Academy Africa was part of the ICX CEOs Breakfast Forum 2025. Our engagement with business executives and CX leaders continues to allow us to shape the future of Customer Experience in Africa.
The CX Champion Training Program Cohort 9
On 5th August, we launched Cohort 9 of the CX Champion Training Program, a transformative 6-week journey designed to empower professionals to build customer-centric cultures, master service excellence, and influence organizational change.
👉 Great customer experiences don’t happen by accident, they’re led by CX Champions who think differently, serve with purpose, and inspire change.
We invite you to become the next CX Champion by registering for our final cohort of the year starting on 14th October 2025.
Secure your spot: bit.ly/CXChampionMonthly
Reflections from Our August Experience Redefined Webinar
In August, our Experience Redefined webinar Dr. Lucy Kiruthu, faculty member at The CX Academy Africa, and Africa’s leading CX voice, challenged us to rethink how we measure customer experience.
From understanding satisfaction as a snapshot to loyalty as a relationship, the session reminded us that the right CX metrics; CSAT, NPS, CES, FCR, and TAT, are not just numbers. They are decision tools, early warning signals, and opportunities to strengthen trust.
As Dr. Kiruthu put it, “metrics must guide action, not just sit in reports.”
The key takeaway? Data without action is wasted effort.
👉 Dr. Kiruthu left us with a powerful challenge: “What single change will you make today using insights from your CX metrics?”
📅 Coming Up in September
Our next Experience Redefined webinar happens on September 12th!
This time, we’ll explore: Personalization at Scale: How to Make Every Customer Feel Valued
You’ll gain:
✅ An understanding of the power of data and AI in delivering hyper-personalized customer experiences
✅ Practical techniques for scaling personalization without sacrificing efficiency
👉 Reserve your spot here: www.bit.ly/ExperienceRedefinedMonthly
☕ August CX Virtual Breakfast: Powerful CX Insights!
In August, our CX community gathered once again for conversations that cut straight to the heart of what truly drives meaningful customer experiences. From defining who your customer really is, to recognizing the undeniable link between employee experience and customer experience, to balancing technology with empathy, the dialogue was a reminder that CX is both strategic and deeply human.
Here are some of the powerful reflections shared by our guests:
- “Biases or context should not define quality of experience. Whether you are in a five-star setting or a local kiosk, every customer deserves dignity and excellent service.”
— Monicah Mukami, Head Customer Success and Experience, Smart Applications International Ltd - “Every business must answer clearly: Who is our customer? And from top to bottom of the organization, everyone should know how to serve that customer.”
— Paul Kamau, CEO, Finaltus - “Employee Experience equals Customer Experience. When you prioritize employee satisfaction, they, in turn, are empowered and motivated to create exceptional patient experiences.”
— Umi Sau, Customer Experience Manager, M.P.Shah Hospital - “Humanize as you digitize. While technology plays an increasingly central role in service delivery, the organizations that will lead in the future are those that infuse empathy into both their digital tools and human interactions.”
— Eric Muthengi , Head of Customer Experience, ICEA LION Group
Case Study for the Month
How a Digital Finance Platform Used CX Metrics to Rebuild Customer Trust
Business: HorizonPay Africa is a digital-first financial services platform offering savings, payments, and micro-loans to individuals and SMEs across Africa.
🔍 The Challenge
HorizonPay had gained traction quickly with its mobile-first approach, but customer loyalty was declining. CX metrics revealed worrying trends:
- NPS (Net Promoter Score) dropped from 45 to 21 within a year.
- Complaints about slow loan disbursements and unclear fees were rising.
- Support tickets for failed or delayed transactions
- Many first-time users abandoned the app after their initial transaction.
The leadership team realized that while the tech was strong, the customer journey was full of friction, undermining trust in a highly competitive sector.
✅ What HorizonPay Africa Did
- Mapped Pain Points with Metrics
Using NPS, CSAT, and CES, HorizonPay tracked customer drop-off points. They discovered the biggest frustrations came from unclear communication and long resolution times. - Introduced Real-Time Transaction Tracking
Customers could now see the status of transfers and loan applications live, with instant push notifications for approvals, delays, or issues. - Redesigned Fee Transparency
The platform introduced a simple, visual breakdown of fees before every transaction. This small change addressed one of the most common complaints. - Empowered Frontline Teams with Data
Support agents were given real-time dashboards of customer issues, enabling faster resolutions and more empathetic communication. - Launched a “Voice of the Customer” Program
Monthly CX metric reviews included customer feedback snippets, ensuring leadership connected directly with user experiences.
📈 The Results (After 6 Months)
- 38% Increase in NPS, rising from 21 to 59
- 41% Reduction in failed transaction complaints
- CSAT improved from 68% to 89%
- First-time user retention grew by 34%
Conclusion
HorizonPay Africa proved that in financial services, trust is the ultimate currency. By using CX metrics not just as numbers but as guides for transformation, they rebuilt customer confidence and positioned themselves as a people-first digital finance leader.
Quote of the Month
“I think it’s very important to have a feedback loop, where you’re constantly thinking about what you’ve done and how you could be doing it better.”
— Elon Musk, CEO, Tesla Motors
Just for Laughs
Staff: “Kindly fill out this survey, it will only take 5 minutes.”
Customer: “Every time I shop, you send me surveys. Do you actually read them?”
Staff: “Yes, we review them every day.”
Customer: “Perfect! Then let my answers graduate someday… diploma, degree… straight into ACTION!” 🎓😂
What is Happening this August!
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 and get the Zoom link here: https://bit.ly/WorldofCX
Because every great customer experience begins with a conversation worth having.
Master Customer Experience one Webinar at a time!
Personalization: The Heart of Memorable Customer Experiences
In today’s world, customers expect more than transactions, they expect personalized experiences that make them feel seen, valued, and understood.
Join us on 9th September 2025 as we explore how personalization can transform your customer journey and drive loyalty.
📅 Tuesday, 9th September 2025
🕚 11:00 AM – 12:00 PM (EAT)
💳 KES 1,000 | MPESA Till No: 4187710
🔗 Register here: bit.ly/ExperienceRedefinedMonthly
💡 Key Takeaways:
✔️ How personalization shapes the customer journey.
✔️ Actionable strategies to deliver experiences that resonate.
💡 Whether you’re a CX leader, business owner, or part of a frontline team, this session will help you leverage personalization to move beyond transactions and create experiences that truly connect with your customers.
👉 Reserve your seat today and start turning customer insights into personalized journeys that inspire loyalty: www.bit.ly/ExperienceRedefinedMonthly
Join us this September for the CCXP Masterclass Open House!
Are you considering the CCXP Certification but not sure where to begin? Join us for an interactive session designed to unpack the certification journey.
✨ What’s in it for you?
🔹 Practical insights on earning your CCXP credential
🔹 Live Q&A with Dr. Lucy Kiruthu
🔹 Real stories from certified CCXPs who’ve been through the process
📅 Date: 18th September 2025
⏰ Time: 19:30 – 20:30 EAT
🎯 Cost: Free
🔗 Register here: https://bit.ly/CCXPPrep
Bring your questions and let’s make the path to certification clear!
Africa CX Leaders Forum 2025
CX Academy is honored to partner with the Africa CX Leaders Forum 2025, where our faculty members Paul Kitemu, Dr. Lucy Kiruthu and Duncan Juma will take the stage alongside other top CX leaders.
✨ What’s in it for you?
✅ Connect with Africa’s most influential CX leaders and decision-makers
✅ Discover innovative CX strategies, solutions, and frameworks shaping the future
✅ Access exclusive research and insights on customer preferences across African markets
📅 September 11–12, 2025
📍 Kigali, Rwanda
Save the date and join us in shaping Africa’s CX transformation journey!
Together, we can redefine the future of customer experience!
If you found this newsletter insightful, we’d love for you to share it with your network and help us spread the Customer Experience Advantage.
At CX Academy Africa, we’re committed to walking with you every step of the journey.
Warm regards,
The Customer Experience Academy Africa Team
📧 cx@cxacademy.africa
📞 +254 701 873 777
🌐 www.cxacademy.africa
