About the CX Leaders Forum
The 2024 International Customer Service Week celebration in Rwanda will be marked by the Rwanda Customer Experience Leaders Forum & Awards. This is a platform for customer experience executives, and those leading customer experience programs from different organizations in Rwanda and Africa to learn, network, and better equip themselves with customer experience best practices and strategies.
The CX Leaders forum is a new platform for customer experience (CX) executives organized yearly in Rwanda and across Africa. A key part of these forums is access to local research on customer preferences in the country or region. Leaders get an understanding of the customer experience index (CEI) of their country or region and deep dive into the variables to look after in their transformation efforts.
The second part of the event is the Rwanda Customer Service Excellence Awards – the celebration of individuals and organizations within the country, that stand out in their customer experience delivery.
For all inquiries please get in touch with us:
Past Events
Forum Main Objectives
Country Specific CX Research
Provide access to country-specific insights on customer preferences, expectations, and satisfaction levels.
Access to Technology
Provide a first-hand understanding of existing CX Technologies and the value of choosing one technology over the other.
Sharing of Best practices
Share your CX challenges and get the opinions of experts and peers, listen to their challenges to enlarge your scope and become more future-ready.
Understand CX Trends
Understand future trends and learn what you need to know to remain competitive and future-ready.
Master Core CX competencies
Learn the core customer experience competencies needed by frontline and back-office staff and ways in which to manage the performance of CX Teams.
Network with Peers & experts
Network with peers, inspire and be inspired by what leading actors are doing in the CX space to have a competitive advantage.
What you get
Understand existing CX technologies, their functionality, and how to leverage these technologies for CX Transformation.
Understand ways in which to improve employee experience and better manage customer success teams.
Learn the core customer experience competencies needed by frontline and back office staff and ways to manage the performance of CX Teams.
Understand the key variables that affect customer experience and drive customer preferences in the country or region and how to approach these elements strategically.
Learn how to create closed-loop feedback systems and improve the voice of the customer programs.
Understand how to create loyalty programs that respond to customer needs and company objectives.
Understand current industry trends, network with peers, and be inspired by what leading actors are doing in the CX space to have a competitive advantage.
For all inquiries please get in touch with us:
Speaker Panel
Our speakers are Directors, heads of Customer Experience, and CX & technology, Experts. These are people with vast experience leading CX Transformation programs or providing solutions that transform the delivery of customer experience.
Panelist
Fidelis Karangwa
Head of Customer Experience - Access Bank Rwanda PLC
Fidelis Karangwa
Head of Customer Experience - Access Bank Rwanda PLC
Dr. Mawo Martin Luther
Sales & Marketing Director at Rwanda Mountain Tea
Dr. Mawo Martin Luther
Sales & Marketing Director at Rwanda Mountain Tea
Marie Francine UMULISA
HoD Customer Experience Management - Bank of Kigali
Marie Francine UMULISA
HoD Customer Experience Management - Bank of Kigali
Mirko Buonerba
Global Partnership & CX Senior Manager - SANDSIV
Mirko Buonerba
Global Partnership & CX Senior Manager - SANDSIV
Olivia Ntambara
Senior Manager Customer Experience - RwandAir
Olivia Ntambara
Senior Manager Customer Experience - RwandAir
Kpunsa F. Mbinkar
CX Expert & Author, Group CEO CX Touchpoints Group
Kpunsa F. Mbinkar
CX Expert & Author, Group CEO CX Touchpoints Group
Aimee Christella Umuhire
Head of Marketing Department - Sonarwa General Insurance
Aimee Christella Umuhire
Head of Marketing Department - Sonarwa General Insurance
Liliose Larisse Nyinawinkindi
Director of CX & Service Distribution - Irembo
Liliose Larisse Nyinawinkindi
Director of CX & Service Distribution - Irembo
Christine Teta
Senior of Customer Experience Manager - NCBA Bank Rwanda
Christine Teta
Senior of Customer Experience Manager - NCBA Bank Rwanda
Richard Kayibanda
Registrar General/ Head of Department at Rwanda Development Board (RDB)
Richard Kayibanda
Registrar General/ Head of Department at Rwanda Development Board (RDB)Special Guests
Speaker to be Announced
Speakers Coming Soon
Belinda Mukunde
Head of Customer Service at DHL Express Rwanda
Belinda Mukunde
Head of Customer Service at DHL Express Rwanda
Marie-Rose DAYA T.
General Manager Customer Experience & Services - MTN Cameroon
Marie-Rose DAYA T.
General Manager Customer Experience & Services - MTN Cameroon
Dr. Sundjo Fabien
Head of Research & Certifications - CX Touchpoints Group
Dr. Sundjo Fabien
Head of Research & Certifications - CX Touchpoints Group
Roland KWEMAIN
Chairman - Go Ahead Africa Ltd 2010 JCI World President
Roland KWEMAIN
Chairman - Go Ahead Africa Ltd 2010 JCI World President
Riter METIAYIM
Country Head Customer Experience - UBA CAMEROON SA
Riter METIAYIM
Country Head Customer Experience - UBA CAMEROON SA
Clement YUYUN
Assistant Managing Director - Union Bank Cameroon
Clement YUYUN
Assistant Managing Director - Union Bank CameroonComing up soon...
Themes
- Customer Experience technologies
- Rwanda Customer Experience Index
- Customer Experience competences and Performance Management
- Voice of the customer programs
- Re-inventing Employee Experience and transforming CX through internal customer service.
- CX trends and future readiness
- Product (PX) & Brand Experience (BX) as a strategic tool for driving customer loyalty.
Thèmes
- Les technologies de L’expérience Client.
- Indice de l’expérience client du Cameroun
- Compétences en matière de CX et gestion des performances
- Gérer les programmes “Voix du client” (VoC)
- Réinventer l’expérience des employés et transformer le CX grâce au service client interne.
- Tendances CX et préparation à l’avenir
- Expérience produit (PX) et Expérience de marque (BX) en tant qu’outil stratégique de la fidélisation des clients.
Agenda
- 08:35 - 09:20 Main Event Hall
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Presentation
Mastering Customer Experience variables and the core pillars of Experience Management
- 9:25-9:55 Main Event Hall
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Presentation 2
The Rwanda Customer Experience Index Research
- 10:15 - 11:15 Main Event Hall
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Panel Discussion 1
Leading a successful Voice of the Customer (VoC) Program
- 11:20 - 12:20 Main Event Hall
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Panel Discussions 2
Leveraging Technology and Artificial Intelligence (AI) to improve Customer Experience (CX).
- 13:25 - 14:25 Main Event Hall
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Panel Discussions 3
Re-inventing Employee Experience and transforming CX through Internal Customer Service.
- 14:30 - 15:30 Main Event Hall
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Panel Discussions 4
Product (PX) & Brand Experience (BX) as a strategic tool for driving customer loyalty.
- 15:35 - 16:35 Main Event Hall
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Awards
2024 Rwanda Customer Service Excellence Awards
Participation in the CX leaders form is on invitation only. Participation fees may apply depending on country region or scope of the specific forum.
For all inquiries please get in touch with us:
Masterclass
Throughout the 2024 Customer Service week we shall be organizing a series of high profile masterclasses delivered by our lead consultant Kpunsa F. Mbinkar ( Author & CX Expert). Join one of our two in person sessions to be delivered in Kigali on the 8th and 11th of October 2024.
Partners & Sponsors
Coming up soon...