On Wednesday, 16th October 2024, the Customer Experience (CX) landscape in Uganda took a significant leap forward as Zoho hosted the highly anticipated CX Summit 2024 in Kampala at the Sheraton Hotel. The summit, which drew professionals and industry leaders from across the country, focused on the theme “From Service to Success: Transforming CX in Uganda.” It underscored the evolving role of customer experience in driving business success across industries in Uganda and beyond.
The panel discussion at the CX Summit 2024 featured key industry leaders, including Daudi Mugabi from Statewide Insurance Company, Sonia Karamagi from Stanbic Bank, and Evas Bazirakaye from UMEME, who offered valuable insights on the state of customer experience (CX) in Uganda. They highlighted the evolving expectations of customers, driven by increased digital access and demand for personalized services. Despite the challenges of shifting to a customer-centric culture, they emphasized the importance of aligning internal teams and leveraging technology, particularly data analytics and AI, to predict customer needs and improve service delivery.
The panelists also discussed balancing regulatory compliance with innovative CX approaches, particularly in sectors like banking and utilities, where personalization efforts must be scaled without sacrificing efficiency. Looking ahead, they predicted that CX in Uganda will continue to be transformed by digital platforms and automation, making customer engagement and loyalty even more critical for business success in the coming years.
In addition to the panel, the summit featured an engaging fireside chat on leadership and its crucial role in elevating both employee experience and customer experience. Brendah Nambalirwa-Tzadok, the General Manager of M-KOPA, led this session, sharing insights on how strong leadership can cultivate a positive work environment that directly impacts customer satisfaction.
Brendah emphasized that when employees are valued, empowered, and engaged, their dedication to providing exceptional customer service significantly improves. Leaders, therefore, play a pivotal role in creating an organizational culture where both employees and customers thrive, resulting in sustained CX success.
The CX Summit 2024 served as a reminder of the ongoing transformation within Uganda’s business landscape, where companies are placing greater emphasis on customer-centricity as a key differentiator. With insights from leaders across multiple sectors, it is clear that businesses in Uganda are ready to embrace CX not just as a department but as a fundamental strategy for long-term success.
The Customer Experience Association of Uganda (CXA Uganda) will continue hosting and facilitating events like the CX Summit, which serve as vital platforms for learning, sharing, and growing the customer experience profession in Uganda. CXA Uganda remains committed to fostering collaboration between industries, enabling leaders to exchange ideas and strategies that will elevate Uganda’s standing as a hub for exceptional customer service.
Stay tuned for more events and initiatives that will keep pushing the boundaries of customer experience in Uganda. With continued investment in leadership, employee engagement, and technology, the future of CX in Uganda is brighter than ever.
