On 1st October 2024, Four Points by Sheraton came alive with the highly anticipated launch of Intentional Leadership for Customer Experience Excellence, a thought-provoking book by Dr. Dorothy Kyeyune. This remarkable event marked a significant moment, not just for Dr. Kyeyune, but for the entire business community, especially in Uganda, where customer service has become a defining element of market success.
Dr. Dorothy Kyeyune, an influential leader in the field of customer experience, shared her inspiration for writing the book during the event. Her message was clear—customer experience is not an accident, but a result of deliberate and thoughtful leadership.
“In companies where customer experience is thriving, leaders are intentional,” she emphasized. According to Dr. Kyeyune, successful customer interactions are deeply tied to how leaders influence the culture, priorities, and strategies within their organizations. Her book serves as a practical guide for business leaders aiming to elevate customer satisfaction through mindful leadership.
The book launch drew several esteemed guests who recognized the importance of Dr. Kyeyune’s work. Among them was Gen. Katumba Wamala, who commended her for her dedication to empowering local entrepreneurs through written content. He praised the book as a valuable resource that could transform the way businesses engage with their customers.
The Deputy Speaker of Parliament, Thomas Tayebwa, served as the guest of honor and highlighted the critical role of customer service in fostering business growth. He emphasized that exceptional customer experience is not just a competitive advantage, but a necessity in today’s marketplace. Tayebwa further demonstrated his support by purchasing books worth UGX 10 million to be distributed to small and medium enterprises (SMEs) across the country.
In another generous contribution, Augustus Mulenga of King Ceasor University pledged UGX 20 million towards the book-selling campaign, underscoring the shared belief in the book’s potential to shape Uganda’s business landscape.
Dr. Kyeyune’s book launch aligns with the association’s overarching mission to improve customer experience nationwide and is anticipated to become a vital resource for CEAU members, providing practical insights to help leaders foster more engaging and impactful customer interactions.
The book is now available for purchase, and we encourage leaders, entrepreneurs, and anyone interested in improving their customer interactions to secure their copy and join the movement towards intentional leadership for customer experience excellence.
