From African Hospitality to Institutional Hospitality
Africa is famous for its warmth. So why do so many citizens leave public offices feeling like an inconvenience? Shadrach Agbledzie argues th…
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37 results for “Customer Experience”.
MalawiCustomer Service Key to Improving Business and Public Service Delivery, Says Minister Itaye
At a Lilongwe breakfast meeting marking Customer Service Week, Malawi's Minister of Industrialization, Business, Trade and Tourism called se…
Customer Service Week Should Not Just Be Celebrated
Every October, organisations pause to recognise frontline service with gifts, awards and appreciation messages. Lekan Badejo asks the harder…
What Capitec Can Teach African CX Leaders About Trust
While most conference case studies are imported from elsewhere, some of the world's most instructive CX stories are unfolding right here. An…
QuestionPro Joins as Platinum Sponsor for Botswana Customer Experience Symposium and BNCSI Launch
With the Botswana Customer Experience Symposium and the launch of the National Customer Satisfaction Index just days away, CICM welcomes Que…
Zambia"There Is No Internet": Is Zambia's Digital Transformation Improving Customer Experience?
A stalled request, a sudden fix after escalation, and a bigger question for Zambian organisations: is digital transformation closing the gap…
ZimbabweOnly 4% Certified: CICM Graduates Signal Africa's Rising CX Voice
At CICM's 14th Graduation Ceremony in Harare, a new class of certified professionals pushed the continent's total past 5,000 but with just 4…
Nicole Meki to Lead New CICM Malawi Board as Nation Sets Sights on World-Class Service
Telekom Networks Malawi's (TNM) CX Director takes the chair, with Medhealth's Medson Chitsulo as deputy, as a six-member Board sets out to l…
When Customers Have to Chase the Experience.
A personal experience raises a bigger question about digital customer service: when communication moves behind the screen, does accountabili…
One Region, One Standard: Southern Africa's Customer Experience Council Relaunches with Continental Ambitions
Gaborone, Botswana - For years, customer experience professionals across Southern Africa have built their standards, trained their practitio…
RwandaKigali Becomes the Home of African CX Leadership
KIGALI - In two short years, a single gathering at Kigali's Ubumwe Grande Hotel has grown into the continent's most closely watched platform…
Inside Africa's Boldest CX Recognition
What the 2026 Leadership Awards Reveal, and Why 2027 Should Be on Your Radar