Organized by CX Touchpoints Rwanda, the forum serves as a flagship event for customer-centric organizations and leading professionals in customer experience. It aims to bring together key players from both the public and private sectors to learn, network, and reimagine the future of customer experience (CX) in Rwanda.
Customer Service Week is celebrated globally during the first full week of October to honor both customers, the heartbeat of every organization, and the dedicated employees who ensure exceptional service delivery.
In a statement, CX Touchpoints Rwanda said the event offers a platform for senior leaders to unite and share strategies on improving CX across the country.
'This is more than just a meetingâ€"it's a pivotal moment in transforming customer experiences across the nation,' said the company, which provides customer experience management solutions, training, research, and events.
Attendees are expected to gain exclusive insights into local customer research, including the first-ever deep dive into Rwanda's Customer Experience Index (CEI).
Throughout the forum, leaders will explore key factors that influence service quality, with discussions centered on innovative themes such as cutting-edge CX technologies, insights from Rwanda's CEI, developing customer experience competencies, and performance management strategies.
Other topics include voice-of-the-customer programs to elevate service delivery, reinventing employee experience and its impact on CX, and emerging CX trends. Additionally, participants will explore how product experience (PX) and brand experience (BX) can be used as strategic tools to drive customer loyalty.
The high-impact event features an impressive lineup of senior executives from various institutions, including Olivia Ntambara, Senior Manager of Customer Experience at RwandAir, Liliose Nyinawinkindi, Director of Customer Experience and Service Distribution at Irembo, Christine Teta, Senior Customer Experience Manager at NCBA Bank Rwanda and Fidelis Katangwa, Head of Customer Experience at Access Bank.
Other notable attendees include Francine Umulisa, Head of Customer Experience Management at Bank of Kigali, Dr. Mawo Martin, Sales & Marketing Director at Rwanda Mountain Tea, Belinda Mukunde, Head of Customer Service at DHL Express, Richard Kayibanda, Registrar General at Rwanda Development Board (RDB), Christella Umuhire, Head of Marketing at Sonarwa General Insurance, Kpunsa Mbinkar, Lead Customer Experience Consultant at CX Touchpoints Rwanda, Mirko Buonerba, Senior Customer Experience Manager at Sandsiv and Paulin Uwitonze, Deputy Commissioner for Taxpayer Services & Communications at Rwanda Revenue Authority (RRA).
During the forum, the business leaders are expected to share their expertise and inspire actionable strategies to elevate customer experience across Rwanda's public and private sectors.
The forum marks a new era for Rwandan organizations, aligning with the government's vision for the country to achieve middle-income status by 2035 and high-income status by 2050.
'By prioritizing customer experience, both local and international businesses will create greater value, improving how visitors experience Rwanda and transforming how citizens engage with their government. The ripple effects of enhanced CX will strengthen Rwanda's economic standing and foster long-term prosperity,' CX Touchpoints Rwanda explained.
Learn more about the event or the company via their website: https://www.cx-touchpoints.com/
Wycliffe Nyamasege
