Throughout the year, you have listened to customer feedback and promptly addressed customer concerns. Are you done with your budgeting cycle and prioritizing of your

Growing up in an African household, in a way, prepares you for a career in customer experience management—at least, in terms of exposing you to

When you work in Africa, you often come across a line manager or colleague who brings a unique touch to the office environment through folk

My thinking partner often remarks that one’s last article is motivation for their next; they are right. Over the past couple of days, I have

Many businesses make the mistake of centralizing all customer service responsibilities within a single department. In reality, the entire organization plays a crucial role in

Sonia Karamagi Kasagga, the Head of Customer Experience at Stanbic Bank Uganda, brings nearly two decades of hands-on management experience in the banking sector. Her

I have had an obsession for the BMW brand from way back in my late high school days when I started watching the James Bond

Rebekah Kabugo Mugisha, the Customer Experience Manager at the National Social Security Fund, brings a wealth of expertise in prioritizing customer satisfaction and engagement. In

My husband has retained the same barber for the last five years in a city that is estimated to have over 5000 saloons; reflecting on