What Capitec Can Teach African CX Leaders About Trust
While most conference case studies are imported from elsewhere, some of the world's most instructive CX stories are unfolding right here. An…
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Zambia"There Is No Internet": Is Zambia's Digital Transformation Improving Customer Experience?
A stalled request, a sudden fix after escalation, and a bigger question for Zambian organisations: is digital transformation closing the gap…
MalawiNicole Meki to Lead New CICM Malawi Board as Nation Sets Sights on World-Class Service
Telekom Networks Malawi's (TNM) CX Director takes the chair, with Medhealth's Medson Chitsulo as deputy, as a six-member Board sets out to l…
EgyptEgypt's Digital Banks Are Coming. The Hard Part Is Making Them Pay
Cairo's biggest lenders are about to test one of the oldest questions in banking: is it cheaper to build a new customer base from scratch th…
Inside Africa's Boldest CX Recognition
What the 2026 Leadership Awards Reveal, and Why 2027 Should Be on Your Radar
Africa Service Excellence Awards 2026: The Brands Winning the Customer Experience Race
From mobile money to municipal services, this year's Africa Service Excellence Awards named the organisations setting the CX benchmark acros…
South AfricaSilence the Spam: South Africa's New Opt-Out Registry Puts Consumers Back in Control
The National Consumer Commission will administer a national registry letting consumers block unwanted direct marketing calls, texts and emai…
EGYPT: THE LAST GREAT BANKING FRONTIER IN AFRICA
Egypt has brought financial services to tens of millions of new customers in under a decade. It is also, by the World Bank's own reckoning, …
Zambia's Service Economy Turns a Corner — But Two Sectors Are Being Left Behind
CICM REPORTER: LUSAKA