Media

Experienced on stage. Clear in conversation.

Explore selected talks, panel discussions, interviews and podcast conversations on customer experience, leadership, customer leakage and the commercial consequences of losing customers.

Invite Daudi to Speak

Ep.118- What Customers Really Want

Join me TODAY with Daudi Mugabi, Customer Experience Strategist, to learn about what customers really want. Is it what you think? Maybe not. No matter how much I know, there ...is always something to learn and grow, to apply to our businesses today and in the future.

Add to our conversation through your comments in the LIVE session, today-
Sept. 14, 12pm CST.

(The recordings will live here on LI, FB & YT if you miss it 'live', tag us in your comments so we can respond.)Show More

Ep.118- What Customers Really Want

Webinar: Compassion Fatigue - Addressing the Mental Health Risks of Frontline Customer Service

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