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We are shaping the future of customer experiences in Africa and beyond through training and comprehensive courses.

28/10/2026

Are your CX efforts translating into real business results?

Customer experience can be a powerful driver of business success, but organisations need to understand how their CX initiatives support business priorities. This means measuring what matters, identifying opportunities for improvement, and ensuring CX strategies lead to practical changes that make a difference.

Our Mastering Customer Experience for Business Success programme helps CX professionals and business leaders strengthen their ability to connect CX strategy with business goals, make better use of CX measurement, and turn customer experience plans into meaningful action.

For organisations looking to make CX a more strategic part of how they operate, make decisions, and grow, this is a good place to start.

📅 Starts: 5 November 2026
🕖 Time: 7:00–9:00 PM EAT
💻 Format: Live virtual sessions
💰 Investment: USD 490
🔗 Register here: https://bit.ly/MasteringCXforBusinessSuccess

Looking to build CX capability across your organisation? Get in touch with us to discuss an in-house option.

28/10/2026

A customer has contacted your organisation three times about the same unresolved issue. What should happen next?

A. Apologise and close the case
B. Ask them to repeat the issue
C. Offer compensation and move on
D. Take ownership and resolve it

Going the extra mile means more than saying sorry. It means taking responsibility and making sure the customer’s issue is resolved.

What would you do? Comment with your answer and tell us why.

27/10/2026

Before we improve customer experience, do we have the fundamentals right?

Good customer service matters, but consistently delivering a great customer experience takes more than individual effort. Teams need to understand customer expectations, communicate effectively, handle difficult situations, and recognise how their everyday decisions shape the customer experience.

Our Foundations of Customer Experience Excellence programme helps individuals and teams build this understanding and develop practical CX skills they can apply in their day-to-day work.

For businesses looking to build stronger, more customer-focused teams, this is a good place to start.

📅 Next session: 4 November 2026
💻 Format: Live virtual sessions
🔗 Register here: https://bit.ly/FoundationsofCXExcellence

27/10/2026

One customer complaint is an experience. Repeated complaints may be a pattern.

A customer complains about a delayed response. Another follows up on an unanswered request. Someone else raises the same issue a few days later.

It is easy to resolve each complaint and move on. But what if the same issues keep coming back?

Recurring complaints can reveal gaps in our service that we might otherwise overlook.

Instead of only asking how many complaints we have resolved, let us ask:
- What keeps coming up?
- Why does it keep happening?
- What can we change to prevent it from happening again?

Resolving a complaint matters. Learning from it can help us prevent the same frustration from affecting other customers.

Are we just closing complaints, or are we learning from them?

26/10/2026

Are you ready to take the next step towards your CCXP credential?

The CCXP Masterclass, Cohort 10, starts this Thursday! Join Lynn Hunsaker, CCXP, for five weeks of guided exam preparation covering the CXPA CX Framework and its five core competency areas.

📅 Starts: Thursday, 29 October 2026
🕢 Time: 7:30–9:00 PM EAT

Ready to get started?
🔗 Register here: https://bit.ly/CCXPPrep

26/10/2026

☕ Your Weekly CX Dose

Technology investments are growing, but are they delivering better customer experiences and business results?

Are organisations investing in solutions that address real customer needs, or simply keeping up with technology trends?

Join us tomorrow for the World of CX Breakfast Conversation as Richie Sobayeni, Group Head of CX Design at Equity Group, shares insights on making smarter CX technology decisions, closing experience gaps, and creating measurable business value.

👤 Guest: Richie Sobayeni (Group Head of CX Design, Equity Group)
📅 Date: Tuesday, 27th October 2026
🕢 Time: 7:30–8:30 AM (EAT)
🔗 Zoom: bit.ly/WorldofCX
💰 FREE

26/10/2026

Sometimes, the difference between a good customer experience and a great one comes down to a little extra effort.

Ron Kaufman puts it well:
“When you do a little more, you stand out a lot more.”

It could be taking the time to resolve an issue instead of simply passing it on, checking in after offering a solution, or making sure a customer feels heard. These actions may seem small, but they can shape how people remember and talk about an organisation.

As October comes to a close, it is worth asking ourselves: what have we done this month that made someone’s experience better? And where could we have done a little more?

Looking ahead to November, let us look for more opportunities to turn everyday interactions into experiences that matter.
What does going the extra mile look like in your role?

23/10/2026

What do you think Duncan and Paul are thinking here? 👀🤔

Drop your best caption in the comments! 😂👇

23/10/2026

Customer Service Week is over, but what happens to the Extra Mile now?

Great customer experiences should go beyond a week of celebrations. They should help organisations build customer loyalty, improve efficiency and achieve better business results.

In our latest blog, “Beyond the Extra Mile: Turning Great Customer Experiences into Business Results,” we explore how organisations can turn exceptional service into everyday practice and connect CX improvements to measurable business outcomes.

📖 Read the full article on our website to explore the key strategies:
🔗 https://cxacademy.africa/beyond-the-extra-mile-turning-great-customer-experiences-into-business-results/

23/10/2026

Are your CX efforts delivering business results, or are you struggling to show what they contribute to the business?

Improving customer experiences is important. But how do those improvements connect to business priorities? How do organisations measure what is working, identify gaps, and turn CX strategies into action?

Mastering Customer Experience for Business Success is designed to help CX professionals and business leaders bridge that gap.

Through the programme, participants will explore how to:
- Connect CX strategy to business priorities.
- Strengthen CX measurement.
- Design better customer experiences.
- Turn CX plans into practical action.

The aim is to make customer experience a stronger part of how the business operates, makes decisions, and grows.

Ready to take a more strategic approach to CX?
📅 Starts: 5 November 2026
🕖 Time: 7:00–9:00 PM EAT
💰 Investment: USD 490
🔗 Register here: https://bit.ly/MasteringCXforBusinessSuccess

Looking to build CX capability across an organisation? Get in touch with us to discuss an in-house option.

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Nairobi

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http://www.cxacademy.africa/

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