KAMPALA, Uganda — Uganda has officially launched the Customer Experience Association of Uganda (CXA Uganda), a pioneering professional body dedicated to advancing customer experience (CX) standards across both public and private sectors.
Customer experience encompasses every interaction between an organization and its customers, shaping how consumers perceive and feel about the services they receive throughout their journey. Recognizing its growing importance, CXA Uganda aims to become the national hub for CX professionals, businesses, and institutions committed to embedding customer-centric strategies into their operations.
The association’s website, now live at www.cxauganda.org, offers resources and membership opportunities for individuals and organizations alike.
“Customer experience is a key driver of revenue, loyalty, and long-term relationships, especially in the private sector,” said Joan Ntabadde Kyeyune, President of CXA Uganda. “This association is the first of its kind in Uganda and joins a global movement of CX professionals working to elevate service delivery.”
CXA Uganda will advocate for stronger customer experience policies, support digital transformation in service delivery, and offer tailored training, certification, networking events, and industry research.
“Our mission is to raise awareness about the critical role CX plays in brand loyalty, business growth, and citizen satisfaction,” Ntabadde added. “Ugandan consumers are more informed and discerning than ever. This association was born out of a need to equip professionals and organizations with the tools and knowledge to deliver meaningful and memorable experiences.”
Sonia Karamagi Kasagga, The programs Director, announced that the association will host flagship events such as the CEO Breakfast, where insights on the state of CX in the region will be shared. Renowned global CX consultant Ian Golding is expected to attend, alongside other industry leaders, to showcase success stories and inspire innovation.
Karamagi welcomed the launch calling it a timely initiative amid rising consumer expectations and increasing competition across sectors like banking, telecom, healthcare, education, hospitality, and government services.
“Excellence in customer experience is a collective journey,” Karamagi said. “Seeing professionals unite under a common cause is something we must support as stakeholders.”
How to Join
Evas Bazarikakye, Director of Membership at CXA Uganda, emphasized that the association is open to both individuals and organizations. Members will gain access to curated CX resources, peer learning opportunities, and thought leadership sessions featuring both local and international experts.
“Our website provides all the information needed to join. Interested parties can fill out the membership forms online, and the Secretariat will follow up from there,” she explained. “CXA Uganda is more than a professional body, it’s a movement to elevate how we treat customers, clients, and citizens.”
