After 12 Years, The Customer Magazine Has a New Name and a Bigger Mission
For twelve years, The Customer Magazine has been the voice African executives turned to for one question: how well are we really treating our customers? Today, that voice gets a new name to match a new era. The Chartered Institute for Customer Management (CICM) has officially rebranded its flagship publication as CXnewsAfrica a digital-first platform built to move at the speed of the continent it covers.
It's more than a new logo. It's a statement of intent.
"For twelve years, we told Africa's customer experience story one magazine issue at a time," said Ricky Harris, CEO of CICM . "But our readers don't wait for a quarterly issue anymore — they want the news the moment it happens, on the device in their pocket. CXnewsAfrica is us meeting them there. Same standards, same depth, delivered the way our industry actually works today."
The shift reflects a broader transformation across CICM Global's community-facing work from print cycles to real-time reporting, from a single annual survey to ten dedicated Country Desks stretching from Cairo to Cape Town.
"When we launched The Customer Magazine in 2014, we set out to prove that African CX stories deserved the same rigor as anything published in London or New York," said Dr Rinos Mautsa, Executive Director of CICM Global. "Twelve years later, that mission hasn't changed but the medium has to. CXnewsAfrica lets us report faster, go deeper into individual markets, and give our correspondents on the ground a platform built for them, not borrowed from somewhere else."
For Charlene Chibonda, Director of Training and CX Innovation, the rebrand is also a signal to the practitioners CICM trains every year. "Everything we teach in our training rooms evidence over opinion, relevance over recycled trends now lives in how we publish, too," she said. "CXnewsAfrica isn't just a new name on the same content. It's proof that the standards we hold our members to are the standards we hold ourselves to."
The new platform launches with original reporting across banking, telecoms, retail and BPO, ten Country Desks, a weekly briefing called The Customer Weekly, and the continent's growing benchmark for recognising service excellence, the CX Africa Awards.
What doesn't change is who it's for: the CX leaders, contact centre managers, and customer-facing executives across Africa who have relied on CICM Global's insight for over a decade. What changes is how fast, how deep, and how far that insight now travels.
CXnewsAfrica is live now at cxnewsafrica.com.