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The Future of Customer & Citizen Experience in Africa

Africa is known for its warmth and hospitality.

But why doesn’t that translate into consistent customer experience in businesses and public institutions?

In this episode, I speak with Kpunsa Mbinkar, Customer Experience ...leader and Forum Director of the Africa Customer Experience Leaders Forum, where he is helping shape a more structured and people-centered CX ecosystem across the continent.

With over a decade of experience in frontline banking and CX advocacy, Kpunsa shares a critical perspective on one of Africa’s biggest challenges: the gap between natural human warmth and the actual experiences customers receive from organisations.

We explore:

- Why Africa’s strongest cultural advantage—hospitality—doesn’t consistently show up in business environments
- The absence of shared CX standards, governance, and accountability across industries
- How this lack of structure leads to inconsistent service and customer frustration
- The contrast between CX and more mature professions with established frameworks
- The vision behind the Africa Customer Experience Leaders Forum and efforts to build a unified CX standard

00:00 Intro
00:16 Introducing Kpunsa Mbinkar
02:04 The Power of Frontline Customer Service
03:19 From Banking to Building a CX Movement
03:55 How CX in Africa Differs from Europe & the US
04:25 Hospitality as Africa’s Natural CX Strength
05:29 Why Africa Should Export Customer Experience
06:52 The CX Governance Gap Across African Countries
07:54 Creating a Continental CX Reference Point
10:05 Behind the Africa CX Leaders Forum (Kigali)
11:10 Bridging CX Maturity Gaps Across Countries
13:48 Solving African CX Challenges Through Commissions
16:18 Key CX Focus Areas: SMEs, Citizens & Research
18:41 Why the Kigali Forum Was Transformational
19:51 What’s New for Africa CX Forum 2026
23:24 The Vision: One CX Standard for Africa
26:00 CX, Citizen Experience & Economic Trust
27:53 Event Dates & Location (Kigali 2026)
28:37 Africa Is Calling
31:24 How to Join the Africa CX Leaders CommunityShow More