The call was made during the Africa Customer Experience Leaders Forum 2025, a continental meeting hosted in Rwanda that brought together representatives of institutions dedicated to promoting excellence in customer service across Africa.
The two-day forum, organized by CX Touchpoints Rwanda Ltd, convened more than 100 participants from 21 African countries.
Discussions highlighted that delivering quality services is central to achieving sustainable growth, with Rwanda presented as a leading example in innovation, effective policy implementation, and consistent improvement in both business and government services.
Jeannette Nyinawumuntu, Country Managing Director of CX Touchpoints Rwanda, emphasized that Africa must invest more in strengthening service delivery as part of its sustainable development journey.
On the first day, the forum focused on solutions tailored to Africa's market realities, proposing new approaches to designing customer experience strategies suited for the continent.
Another key topic was the development of robust Voice of the Customer (VoC) frameworks to ensure that customer feedback directly informs corporate decisions, allowing institutions to respond effectively to the needs and expectations of their clients.
Participants also underscored the role of governments in creating enabling environments for high-quality services, citing Rwanda as a case study of how governance policies can enhance citizens' experience with public service delivery.
The forum included sessions on consumer behavior research in Africa, offering practical recommendations for strengthening customer loyalty and trust in both businesses and organizations.
Executive Director of The Global Trust Project, Dominic Wilhelm urged African institutions to leverage artificial intelligence, noting that the technology can position organizations at the forefront of customer service excellence.
Meanwhile, Joan Ntabadde Kyeyune, a customer experience enthusiast, called on leaders of customer-focused agencies across the continent to drive cultural change in how clients are welcomed, as a means of boosting loyalty and confidence.
On her part, Dr. Lucy Kiruthu explained how aligning budgets with projects that directly improve customer experience could yield long-term benefits for both citizens and businesses.
At the conclusion of the forum, delegates visited the Kigali Genocide Memorial at Gisozi, where they paid respects to the victims of the 1994 Genocide against the Tutsi and were briefed on Rwanda's history, how the killings were stopped, and the country's resilience journey.
IGIHE
Source : https://en.igihe.com/news/article/african-countries-urged-to-emulate-rwanda-s-service-delivery-model
