On July 31st, 2025, the Serena Hotel Kampala hosted a defining moment for Uganda’s customer experience (CX) journey — the Inaugural CEO Breakfast organized by the Customer Experience Association of Uganda (CXAUG). Held under the theme “CX that Inspires Loyalty, Drives Engagement, and Powers Growth,” the event brought together thought leaders, industry executives, and global experts for a high-level conversation on the future of CX in Uganda and beyond.
Joan Ntabadde Kyeyune, President of CXAUG, officially opened the morning with a compelling address on the Association’s role in transforming the citizen experience. She highlighted key priorities including shaping CX leadership, fostering strategic partnerships, and strengthening a cross-sector board already at work. Her remarks set a clear direction for CXAUG’s mission to advance a unified, impactful approach to customer and citizen service across industries.
Greg Melia, CAE, CEO of the Customer Experience Professionals Association (CXPA), extended his congratulations in a heartfelt video message from the United States. He reaffirmed Uganda’s place in the global CX ecosystem and emphasized the value of shared learning and international collaboration. His message served as a powerful reminder that Uganda is not only participating in global CX discourse — it is actively contributing to it.
The event featured prominent voices in CX leadership from across the region. Liz Okomba, named 2025 Women in CX™ Leader and Africa CX Leader 2024, challenged organizations to elevate CX to the boardroom level, warning that those who fail to do so risk falling behind. Her message was direct and timely, reinforcing that CX is now a strategic imperative, not a support function.
Adding to the momentum, Carolyne Gathuru presented insights from the 2025 Regional CX Maturity Survey, conducted in collaboration with ICX Kenya. Her presentation translated data into opportunity, calling on Ugandan CEOs to take an intentional role in shaping how customer experience evolves — not only within their organizations, but as a nationwide standard.
International CX expert Ian Golding, CCXP, delivered the keynote address after flying in from the United Kingdom. Widely recognized for his thought leadership, Ian spoke passionately about intentional CX leadership, describing it as a deliberate and consistent practice that drives meaningful change and business growth. His session resonated deeply with attendees, several of whom received signed copies of his book Customer What?, while others were touched by his thoughtful gifts, personally brought from the UK — a gesture that underscored the power of genuine customer connection.
In addition to these keynote moments, CXAUG acknowledged the contributions of its event sponsors — Uganda Airlines, Uganda Electricity Distribution Company Limited (UEDCL), National Social Security Fund (NSSF), Equity Bank Uganda, and the Kampala Serena Hotel — each of whom shared their ongoing initiatives to improve the citizen and customer experience in Uganda. Their presence reflected a broader corporate commitment to service excellence and innovation.
CXAUG extends its sincere gratitude to the CEOs who joined in this inaugural moment, to the board members and volunteers who worked behind the scenes, and to the media partners who helped amplify the message. This collective effort signals a movement gaining momentum.
This event marks the beginning of a new chapter. As a national body proudly affiliated with CXPA Global and a partner of the Customer Institute, CXAUG remains committed to raising the standard of customer experience in Uganda.
Customer experience is no longer optional. It is a strategic advantage and a business imperative. The journey ahead requires intentional leadership — and that journey has begun.
