Honoring Pioneers of Excellence Across Sub-Saharan Africa
In a vibrant celebration of innovation and leadership, the Africa CX Leadership Awards have once again illuminated the remarkable contributions of customer experience (CX) leaders across Sub-Saharan Africa. Organized by the Chartered Institute of Customer Management, this esteemed event recognizes the pioneers reshaping the landscape of customer engagement. Recently held at the beautiful Pakalame Hotel and Golf Estate in Botswana, the awards drew participants from over 15 countries.
A Decade of Impactful Recognition
Since its inception a decade ago, the Africa CX Leadership Awards have honored individuals who have made significant strides in the CX profession. This initiative celebrates those who create impactful customer-focused initiatives and drive strategies that resonate across diverse industries. For instance, Evas Bazirakakye Kizza, representing the Uganda Electricity Distribution Company Limited (UEDCL), played a pivotal role in establishing the Customer Experience Association of Uganda, fundamentally transforming how customers interact with energy services. Similarly, Micheu “Mich” Njiru, the Director of Customer Excellence at KCB Bank Group, is celebrated for his influential role in founding the Institute of Customer Experience Kenya, positioning him as a thought leader in the field.
Yolanda Gilbert Uriyo, Head of Customer Experience at CRDB Bank, has also demonstrated exceptional leadership as chairperson of the Chartered Institute of Customer Management in Tanzania. Furthermore, Debi Potgieter, CEO of MWize South Africa and Chairperson of the Customer Experience Association in South Africa, continues to propel the CX movement forward within her country.
The Value of Recognition
The Africa CX Leadership Awards stand as a testament to the dedication and hard work of leaders who continuously push the boundaries of customer service. Dr. Rinos Mautsa, Executive Director at the Chartered Institute of Customer Management, emphasizes that “these awards are not just accolades; they represent a commitment to excellence in customer experience, fostering a culture of innovation and collaboration.” Winning an award not only elevates individual careers but also enhances the reputation of the organizations they represent, making them more attractive to new customers while retaining existing ones.
Ricky Harris, CEO of the Chartered Institute of Customer Management, notes that “the recognition also boosts employee morale, setting a standard for excellence within organizations.” By establishing benchmarks for CX practices, the awards encourage companies to align themselves with industry standards and strive for continuous improvement.
Insights into the CX Landscape
This year’s analysis of nominees revealed compelling insights that underscore the growing significance of customer experience leadership in Sub-Saharan Africa. Notably, 59% of the nominees were female, signaling a positive shift toward gender diversity in CX leadership roles. Moreover, 73% of CX leaders are over 40 years old, showcasing the wealth of experience within the sector. However, the data also highlighted that nearly 48% of CX leaders lack formal qualifications, presenting an opportunity for growth through certified training programs.
The perception of CX is changing as well; 73% of respondents believe it is gaining greater respect from top executives, reflecting its increasing importance in strategic business decision-making. Yet, there remains room for improvement, particularly in enhancing representation from the public service sector, which is currently underrepresented among nominees.
A Bright Future Ahead
While the achievements of the award winners are commendable, the landscape still presents challenges. The lack of formal qualifications for a significant number of leaders indicates a need for professional development opportunities. Encouraging more nominations from the public sector could also enhance public service delivery and improve citizen satisfaction.
Looking ahead, Charlene Chibonda, Regional Programs Director for the Chartered Institute of Customer Management, expressed excitement about the future of the Africa CX Leadership Awards, stating, “We aim to expand the event, introducing new categories that reflect the evolving nature of customer experience.” This expansion will provide even more opportunities to recognize the diverse talent driving CX innovation across the continent. This year, thirty leaders from twenty-one countries were selected as winners in the customer experience arena.
The Path Forward for CX Leadership
The Africa CX Leadership Awards not only celebrate remarkable individuals but also highlight the vital role of customer experience in shaping the future of business across the continent. By investing in training, expanding representation, and fostering collaboration, organizations can continue to redefine the boundaries of CX, driving meaningful impacts for businesses and customers alike.
As we reflect on the achievements of these outstanding leaders, it is clear that the future of customer experience in Africa is bright. The ongoing commitment to excellence and innovation will undoubtedly contribute to the growth and evolution of the CX profession throughout Sub-Saharan Africa.
The 2025 CX Leadership Awards winners are:
- Anna EWANE, ECOBANK Côte d’Ivoire, Regional Head Contact Centers & Customer Experience Director
- Chama Sibongile Chansa, MTN Zambia, Senior Manager Customer Experience
- Christine Sogomo, Old Mutual Investment Group, Group Head of Customer Experience – East Africa
- Christine Teta, Senior Customer Experience manager, NCBA Rwanda Rwanda
- Debi Potgieter, Chairperson at Customer Experience Association, South Africa
- Doreen Kissoky, NMB Bank Plc, Head of Customer Experience
- Dr. Joyce Esther Dadzie, Stanbic Bank, Ghana, Head, Client Experience – Ghana
- Gciniwe Fakudze, Municipal Council of Mbabane, Chief Executive Officer, Eswatini
- Gedeon Rossouw, Absa Group, Head of Client Care
- Kapa Kaumba, Customer Experience Director, Airtel Zambia
- Liliose Nyinawinkindi, Head of Customer Experience, Equity Bank Rwanda
- Liz Okomba, Equity Group Holdings, Group Director Customer Experience
- Lunia (Cassandra) Msuku, MultiChoice Malawi, Head of Operations, CX & Care
- Marilyn Rukande (Apata), DHL Express, Regional Head of Customer Experience
- Matildah Chewe MTN SA, Snr Manager Customer Experience
- Micheu “Mich” Njiru, KCB Bank Group, Director, Customer Excellence
- Milumbe Mtine Mwewa, Retail Head Customer Experience, Absa Bank
- Mwangaza Matotola, Yas Tanzania, Director of Customer Experience (CX)
- Ntsholetsang Ikgopoleng Lead Consultant, Bespoke Experiences
- Olivia Ntambara, RwandAir Ltd, Senior Manager Customer Experience
- Oremeyi Adeola Akah, Interswitch Group, Chief Customer Officer
- Patricia Mutyavaviri, Zimnat, Client Experience and Engagement Executive
- Rosebella Abok: Global Head of Customer Experience: ENGIE Energy Access (Africa), Kenya
- Rtn. Amb. Dr. Christiana Okenla, Equinix, Director, Customer Success West Africa
- Rufaro Nelson, Econet Wireless, General Manager Customer Experience
- Segolame Macheng – Chief Customer Experience Officer (CCXO) Organization: Bomaid – Botswana Medical Aid Society
- Vimbayi Masakadza, Liquid Intelligent Technologies, Regional Head – Customer Experience
- Yolanda Gilbert Uriyo, CRDB Bank, Head of Customer Experience
For more information about the Africa CX Leadership Awards and the remarkable leaders shaping customer experience, please visit the official site of the Africa CX Conference and Awards.
