CX Academy Africa

24/09/2026

Leadership is often revealed when things get difficult.

It is the consistency to keep showing up, the discipline to keep moving forward, and the commitment to keep doing the work even when recognition is not guaranteed.

True leadership is not always about being the loudest voice in the room. Sometimes, it is about staying committed to the work, the people, and the purpose, even when no one is paying attention.

Leadership is built in the moments when no one is watching.

23/09/2026

Considering the CCXP certification? Start with the right guidance.

The final CCXP Masterclass Open House of 2026 takes place this October, and it is FREE.

If CCXP is a certification you are considering, this session is an opportunity to understand what lies ahead and how to approach the preparation journey.

Join Lynn Hunsaker, CCXP, Chief Customer Officer at ClearAction Continuum, and Dr. Lucy Kiruthu, Faculty at The CX Academy Africa, for a practical session covering:
• What the CCXP exam covers
• The key competency areas
• How to approach preparation
• Practical insights from experienced CCXP professionals

Whether you are exploring the certification for the first time or already preparing, you will leave with a clearer understanding of the requirements and what to expect.
📅 Thursday, 1 October 2026
🕢 7:30 PM EAT
🎟️ FREE

Register here: 🔗 bit.ly/CCXPPrep

Thinking about CCXP? Start with clarity.

23/09/2026

Whose trust are we building?

For pension providers, trust is shaped by more than products and technology. It is also shaped by the experiences created for members.

At the Annual Africa Pension Technology & Digital Innovation Conference in Mombasa, our very own Paul Kitemu, CCXP, will bring this perspective to the conversation.

He will explore “Whose Trust Are We Building? Reframing African Pensions Around the Member Experience,” looking at what it means to put the member at the centre and rethink the experiences that shape trust, confidence and lasting relationships.
📅 22–25 September 2026
📍 PrideInn Paradise, Mombasa, Kenya

22/09/2026

As more customer service interactions become automated, where does the human element fit?

AI and automation can make service faster, improve access to information, and help teams manage routine requests more efficiently.

But customer situations are not always predictable.

Some situations call for judgement, empathy, and accountability, particularly when a customer is dealing with a sensitive issue, a service failure, or a situation that cannot be resolved through a standard response.

In such moments, customers may still need a person who can understand the situation, take responsibility, and make the right decision.

The opportunity is to use technology where it makes service better, while recognising when human involvement is still needed.

Effective Experience Management is about getting that balance right, combining technology with human judgement to deliver better customer experiences.

22/09/2026

21/09/2026

Training builds knowledge. Capability is built through application.

People can attend training, complete courses, and gain new knowledge and skills. But can they apply what they have learned effectively in their everyday roles?

As organisations prepare for 2027, it is worth asking:
Are we building CX capability, or simply holding training sessions?

Our September blog explores the difference between training and capability building, the competencies needed across different roles, and how organisations can connect learning to business priorities.

Read the full blog: https://cxacademy.africa/is-your-organisation-building-cx-capability-or-simply-holding-training-sessions/

21/09/2026

Step Into Your Tuesday with CX Inspiration

Every Tuesday at 7:30 AM EAT, The World of CX Virtual Breakfast Conversations brings together professionals and leaders across Africa to share stories, experiences, and perspectives shaping Customer Experience.

Join us for My CX Story with Mitchelle Adhiambo, Head of Contact Centre at I&M Bank Ltd, as she shares her experience in contact centre leadership, service quality, and creating better customer experiences.

🔍 My CX Story
🎤 Guest: Mitchelle Adhiambo (Head of Contact Centre, I&M Bank Ltd)
🗓️ Date: Tuesday, 22nd September 2026
🕢 Time: 7:30 AM – 8:30 AM (EAT)
🔗 Join via Zoom: https://bit.ly/WorldofCX
💰 FREE!

Start Tuesday with a good CX conversation.

21/09/2026

Growth happens when people are given the opportunity to keep learning and developing.

As Carol S. Dweck reminds us:
“In a growth mindset, people believe that their most basic abilities can be developed through dedication and hard work.”

For organisations, this perspective matters because people can continue to strengthen their skills, expand how they think, and become better equipped to handle new challenges through learning and practice.

Building capability, therefore, is not a one-time exercise. It requires opportunities for people to learn, practise, apply what they know, receive feedback, and keep improving.

When this becomes part of how an organisation works, people at different levels are better equipped to contribute to the experiences the organisation creates.

What opportunities are there for people to keep growing their capabilities?

18/09/2026

🌟 My CX Story with Mitchelle Adhiambo 🌟

Every Tuesday at 7:30 AM EAT, The World of CX Virtual Breakfast Conversations brings together professionals and leaders across Africa to share stories, experiences, and perspectives shaping Customer Experience.

Join us next Tuesday for a conversation with Mitchelle Adhiambo, Head of Contact Centre at I&M Bank Ltd, as she shares her CX story and reflects on her experience in contact centre leadership, service quality, and creating better customer experiences.

🔍 My CX Story
🎤 Guest: Mitchelle Adhiambo (Head of Contact Centre, I&M Bank Ltd)
🗓️ Date: Tuesday, 22nd September 2026
🕢 Time: 7:30 AM – 8:30 AM (EAT)
🔗 Join via Zoom: https://bit.ly/WorldofCX
💰 FREE!