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

On a recent trip to an East African country, I slipped into conversation about service at African airports, with a jolly, free spirited middle-aged South