CICM Confers Its Highest Honour: Meet the 2026 Class of CX Fellows
Fellowship is the pinnacle of recognition in Customer Experience reserved for those who have not just practised CX but shaped its future. Meet this year's newly conferred Fellows.
There are awards, and then there is Fellowship. While the Africa CX Leadership Awards celebrate a single year's outstanding achievement, the CICM Fellowship (F-CICM) recognises something rarer a career spent shaping the very discipline of Customer Experience across Africa and beyond.
To even be considered, a candidate needs a decade or more in CX leadership, and must demonstrate proven authority, customer centred leadership, or a track record of building customer first cultures at scale. It's a bar few reach, and it's conferred for life.
This year, CICM welcomed six exceptional individuals into that circle:
Michael Njiru (Kenya)
Esther Dokuwaa Ofusuhene (Ghana)
Pauline Warui (Kenya)
Dr Agatha Mwandia (Zambia)
Debi Potgieter (South Africa)
Prof. Mornay Roberts-Lombard (South Africa)
Each Fellow was formally conferred as part of a Special Session of the CICM Council at the CICM Africa Conference a moment described within CICM as the highest form of professional recognition the Institute offers.
Their induction says something bigger than any individual achievement: that Africa's CX profession now has elders practitioners and scholars whose influence has outlasted a single role, organisation, or market, and whose thinking continues to shape how the rest of the continent understands customer experience.
CX News Africa congratulates all six 2026 Fellows on this rare and well-earned distinction.
Stay with CX News Africa for more coverage from this year's CICM Africa Conference, including our continuing series on the Africa CX Leadership and Service Excellence Awards.
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