Research Hub

Original data on how Africa experiences customer service — produced by CXnewsAfrica and CICM Global, and available exclusively here.

State of CX in Africa (Annual Report)

Our flagship annual study benchmarking customer satisfaction, contact centre performance, and digital service adoption across Africa's major markets. Executive summary free to all readers; the full report is available to CX Professional members and report sponsors.

Country & Sector Surveys

Deep-dive satisfaction surveys by market and industry — banking in Nigeria, telecoms in Kenya, retail in South Africa, and more, published throughout the year.

Whitepapers & Downloads

Practical, sponsor-supported guides on specific CX challenges — from omnichannel strategy to contact centre automation to consumer protection compliance.

Want to commission custom research? Email editorial@cxnewsafrica.com to discuss your brief.