In an interview on NBS, Victoria Sibiya speaks with Dr. Dorothy Kyeyune about the fundamental role of leadership in shaping a company’s CX and the need for a shift from reactive customer service to a more proactive, intentional approach. Highlighting the critical distinction between CX and traditional customer service, Dr. Kyeyune stresses that CX is a pre-planned and comprehensive effort, driven by leaders who set the cultural tone for prioritizing customer satisfaction across all levels of the organization.

Dr. Kyeyune also shares insights from her new book, Without the Leader There is No Customer Experience, which explores the essential link between leadership and customer experience. She presents Ugandan case studies to illustrate CX challenges and successes, debunking myths like the outdated notion that “the customer is king.” Instead, she argues that today’s empowered customer often dictates brand perception, leveraging social media and other platforms to express their experiences.